Planning, Installation And Administration Guide
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297-2183-117
Symposium Call Center Web Client Planning, Installation, and Administration Guide Product release 4.5/SU05
Standard 7.02
December 2006
Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide
Publication number: Product release: Document release: Date:
297-2183-117 4.5 Standard 7.02 December 2006
Copyright © 2006 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Symposium Web Client is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks. *Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Optivity, Succession, and Symposium are trademarks of Nortel Networks. SPORTSTER and US ROBOTICS are trademarks of 3Com Corporation. CITRIX, METAFRAME, and METAFRAME XP are trademarks of Citrix Systems, Inc. TRUE DBGRID is a trademark of ComponentOne, L.L.C. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. HEWLETT PACKARD and HP are trademarks of Hewlett-Packard Company. CELERON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MS-DOS, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation. WINZIP is a trademark of Nico Mak Computing, Inc. OLECTRA is a trademark of Sitraka Inc. SYBASE is a trademark of Sybase, Inc. PCANYWHERE is a trademark of Symantec Corporation. VERISIGN is a trademark of VeriSign, Inc. VERITAS is a trademark of Veritas Operating Corporation.
Revision history December 2006
The Standard 7.02 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released.
December 2006
The Standard 7.01 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released. This version includes the addition of a caution note in The Maintaining Symposium Web Client chapter indicating that you cannot manually copy ADAM files.
August 2006
The Standard 7.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released. This version includes updates related to support for a Windows Server 2003 Release 2 operating system.
May 2006
The Standard 6.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released. This version includes a fix for a change request to clarify that the fully qualified domain name cannot be used to define or configure a site.
March 2006
The Standard 5.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released. This version includes updates to Chapter 4 about installing Microsoft hotfixes on Windows 2003 without SP1, updates to Chapter 5 about configuring Internet Explorer and downloading controls to the client PC, and fixes to other change requests.
November 2004
The Standard 4.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released.
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Revision history
April 2004
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Standard 7.02
The Standard 3.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5, is released.
Symposium Call Center Web Client
Contents 1
Getting started
13
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The network components of Symposium Web Client . . . . . . . . . . . . . . . . . . New features in Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitions and communication ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . Symposium Web Client and Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . Symposium Web Client and the Symposium Call Center Server client. . . . .
2
Preparing Symposium Call Center Server
14 18 22 28 35 37 39 64 68 70
73
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Modifying Real-time Statistics Multicast settings . . . . . . . . . . . . . . . . . . . . . 75 Testing the Real-time Statistics Multicast service . . . . . . . . . . . . . . . . . . . . . 85
3
Installing and configuring application server software (Windows 2000 Server)
89
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Section A: Windows 2000 Server guidelines Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Symposium Web Client and replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows 2000 Server/Advanced Server installation and configuration . . . . Applying security patches to the application server . . . . . . . . . . . . . . . . . . . . Section B: Installing additional software on the server Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Microsoft Active Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Sybase Open Client on the application server . . . . . . . . . . . . . . .
91 92 93 95 98
101 102 103 122
Section C: Installing the Symposium Web Client server 129 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Installing Symposium Web Client (Windows 2000 Server) . . . . . . . . . . . . 132
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Installing or repairing individual Symposium Web Client components. . . . 155 Section D: Configuring the server (Windows 2000 Server) 161 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Changing the iceadmin user account password . . . . . . . . . . . . . . . . . . . . . . 174 Configuring multiple language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Configuring multiple language support in Agent Desktop Displays . . . . . . 192 Configuring Symposium Web Client components . . . . . . . . . . . . . . . . . . . . 197 Configuring Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Configuring Emergency Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 Configuring Historical Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208 Configuring Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217 Configuring Agent Desktop Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228 Section E: Security and the server (Windows 2000 Server) 231 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232 Removing the Everyone group from the application server . . . . . . . . . . . . . 234 Installing, configuring, and uninstalling IIS Lockdown and URLScan . . . . 241 Changing the default anonymous Internet Guest account . . . . . . . . . . . . . . 283 Disabling the parent path in IIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297 Enabling Secure Sockets Layer on the application server . . . . . . . . . . . . . . 300 Configuring Terminal Services in a secure environment . . . . . . . . . . . . . . . 305
4
Installing and configuring application server software (Windows Server 2003) 323 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324 Section A: Windows Server 2003 guidelines Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows Server 2003 installation and configuration. . . . . . . . . . . . . . . . . . Applying security patches to the application server . . . . . . . . . . . . . . . . . . .
325 326 328 337
Section B: Coresidency in Symposium Web Client 341 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342 Section C: Installing additional software on the server 349 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350 Installing Sybase Open Client on the application server . . . . . . . . . . . . . . . 351 Section D: Installing Symposium Web Client on the server Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Active Directory Application Mode . . . . . . . . . . . . . . . . . . . . . . . . . Installing Symposium Web Client (Windows Server 2003) . . . . . . . . . . . . viii
359 360 362 370
Symposium Call Center Web Client
December 2006
Contents
Installing or repairing individual Symposium Web Client components. . . . 453 Section E: Reinstalling Symposium Web Client (Windows Server 2003) 459 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460 Scenarios for reinstalling Symposium Web Client (Windows Server 2003) 461 Section F: Configuring the server (Windows Server 2003) 529 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530 Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531 Adding the IUSR_SWC account as the anonymous user account for IIS . . 537 Changing the iceadmin user account password . . . . . . . . . . . . . . . . . . . . . . 547 Configuring multiple language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550 Configuring multiple language support in Agent Desktop Displays . . . . . . 565 Configuring Symposium Web Client components . . . . . . . . . . . . . . . . . . . . 571 Configuring Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572 Configuring Emergency Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580 Configuring Historical Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 582 Configuring Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591 Configuring Agent Desktop Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616 Section G: Security and the server (Windows Server 2003) 619 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620 Installing, configuring, and uninstalling URLScan . . . . . . . . . . . . . . . . . . . 622 Enabling Secure Sockets Layer on the application server . . . . . . . . . . . . . . 629
5
Installing and configuring client software
635
Installing third-party software on a client. . . . . . . . . . . . . . . . . . . . . . . . . . . 636 Installing and configuring Agent Desktop Displays on a client PC . . . . . . . 658
6
Upgrading Symposium Web Client (Windows 2000)
675
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pre-upgrade checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading the Agent Desktop Displays client software. . . . . . . . . . . . . . . . Applying the latest Service Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Upgrading Symposium Web Client (Windows 2003)
676 677 680 701 717
737
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738 Pre-upgrade checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 740 Upgrading Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742 Planning, Installation, and Administration Guide
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Upgrading the Agent Desktop Displays client software. . . . . . . . . . . . . . . . 753 Applying the latest Service Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 762
8
Using Symposium Web Client
783
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784 Section A: Getting started with Symposium Web Client Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . High-level task flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Starting Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
787 788 789 792
Section B: Configuration 797 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 798 Adding and configuring call center servers . . . . . . . . . . . . . . . . . . . . . . . . . 800 Configuring resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 806 Section C: Contact Center Management 817 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 818 Working in supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 820 Working in agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 824 Working in skillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 829 Working in assignments view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 832 Adding Symposium Call Center Server users . . . . . . . . . . . . . . . . . . . . . . . 835 Using the XML automated assignments feature. . . . . . . . . . . . . . . . . . . . . . 841 Section D: Access and Partition Management 851 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 852 Creating report groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 857 Creating partitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 860 Creating access classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 872 Adding and configuring users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881 Supervisor/reporting agents feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 883 Section E: Historical Reporting 901 Importing filter sets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902 Section F: Audit Trail 907 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 908 Monitored resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 910 Section G: Scripting 913 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 914 Viewing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 915 Creating and editing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 916
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Contents
Validating your script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Displaying script variables and parameters . . . . . . . . . . . . . . . . . . . . . . . . . Viewing, editing, and assigning application threshold classes. . . . . . . . . . . Working with sample scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checking variables for referencing scripts . . . . . . . . . . . . . . . . . . . . . . . . . .
918 919 921 923 925
Section H: Tips for optimum server performance 927 Tips for optimum server performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
9
Maintaining Symposium Web Client
931
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 932
10
Section A: Backing up and restoring data in Windows 2000 Backing up Symposium Web Client data in Windows 2000 Server . . . . . . Restoring Symposium Web Client data in Windows 2000 Server. . . . . . . . Replication considerations in Windows 2000 Server . . . . . . . . . . . . . . . . . .
935 936 941 956
Section B: Backing up and restoring data in Windows 2003 Backing up Symposium Web Client data in Windows Server 2003 . . . . . . Restoring Symposium Web Client data in Windows Server 2003. . . . . . . . Backing up and restoring data on a coresident server . . . . . . . . . . . . . . . . .
959 960 968 974
Section C: Uninstalling application server software Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling a Symposium Web Client component . . . . . . . . . . . . . . . . . . . Uninstalling Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling Active Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling the XML automated assignments feature. . . . . . . . . . . . . . . . . Uninstalling Sybase Open Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
975 976 977 979 984 985 986
Troubleshooting
989
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 990 Client PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1003 Application server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1014 Symposium Call Center Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1040 Simple Object Access Protocol errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1043
A
Installation worksheets and checklists
1049
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1050 Pre-installation worksheet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1051 Installation checklist for Windows 2000 Server/Advanced Server . . . . . . 1063
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Installation checklist for Windows Server 2003. . . . . . . . . . . . . . . . . . . . . 1069 Windows 2000 Server/Advanced Server installation checklist . . . . . . . . . 1080 Windows Server 2003 installation checklist. . . . . . . . . . . . . . . . . . . . . . . . 1089
B
Symposium Web Client in a Citrix environment
1103
Symposium Web Client and Citrix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1104 Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1106 Symposium Web Client and Citrix installation checklist. . . . . . . . . . . . . . 1107
C
IP Multicast Networking
1121
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122 Multicast sending and receiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1123 Implementing IP multicasting for Symposium Web Client . . . . . . . . . . . . 1135
D
Access and Partition Management overview
1139
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1140 Example of configuring users in a non-bureau call center . . . . . . . . . . . . . 1144 Example of configuring users in a bureau call center. . . . . . . . . . . . . . . . . 1155
E
Controls required on the client PC
1159
Third-party controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1160
F
Web site types
1165
Determining your web site type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1166
G
Supervisor/reporting agents matrix
1169
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Historical Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
xii
1170 1171 1177 1180
Glossary
1183
Index
1205
Symposium Call Center Web Client
Chapter 1
Getting started In this chapter Overview
14
About Symposium Web Client
18
The network components of Symposium Web Client
22
New features in Symposium Web Client
28
Skills you need
35
Related documents
37
System requirements
39
Disk partitions and communication ports
64
Symposium Web Client and Crystal Reports
68
Symposium Web Client and the Symposium Call Center Server client
70
Planning, Installation, and Administration Guide
13
Getting started
Standard 7.02
Overview Introduction The Symposium Call Center Web Client Planning, Installation, and Administration Guide provides step-by-step instructions for the procedures you must perform to complete the installation and administration of Symposium Web Client. For tips on installing the Symposium Web Client and operating system software, see Appendix A, “Installation worksheets and checklists.” These checklists include tips on installing the following third-party software on the Symposium Web Client application server:
Windows Server 2003 Enterprise or Standard Edition Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended) with Terminal Services Internet Information Services (IIS),
Notes:
14
As Service Packs for Windows 2000 become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements. Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs: Active Directory Services Distributed File System Management and Monitoring Tools Microsoft .NET Framework 2.0 Beta 2 Other Network File and Print Services Subsystem for UNIX-based Symposium Call Center Web Client
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Getting started
Windows Share Point Services If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2.
The installation and configuration chapters of this guide are organized by operating system. Choose the chapter according to the operating system that you have installed on the application server. Windows 2000 Server/Advanced Server instructions If you have installed Windows 2000 Server/Advanced Server on the application server, then see Chapter 3, “Installing and configuring application server software (Windows 2000 Server),” for details on installing and configuring the following software:
installing Microsoft Active Directory and Sybase Open Client
installing Symposium Web Client on the application server
configuring Internet Explorer on the application server (if used as a client)
configuring multiple language support
configuring all Symposium Web Client components
configuring the application server for maximum security
Windows Server 2003 Enterprise or Standard Edition instructions If you have installed Windows Server 2003 Enterprise or Standard Edition on the application server, then see Chapter 4, “Installing and configuring application server software (Windows Server 2003),” for details on installing the following software:
installing Sybase Open Client installing Symposium Web Client with Active Directory Application Mode (ADAM) on the application server for the first time reinstalling Symposium Web Client with Active Directory Application Mode (ADAM) on the application server configuring Internet Explorer on the application server (if used as a client)
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configuring multiple language support
configuring all Symposium Web Client components
configuring the application server for maximum security
Notes:
If you are installing Windows Server 2003 Release 2 on the application server, do not install CD 2 of the installation CDs. When you are prompted to install CD 2, click Cancel and then click OK. The Symposium Web Client installation includes some Crystal Reports 9.0 components that are required for running reports. The installation does not include the full, report-writing version of Crystal Reports. For more information, see “Symposium Web Client and Crystal Reports” on page 68.
Client PC instructions For details on installing software on the client PCs, see Chapter 5, “Installing and configuring client software.” This chapter includes the procedure for installing and configuring the following software:
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Internet Explorer
Agent Desktop Displays client
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Who should read this guide This guide is intended for
Nortel Networks installers and distributors who are responsible for installing Symposium Web Client administrators who are responsible for monitoring and maintaining the application server
Access rights This guide assumes that you have the privileges and access rights required to perform the procedures in this guide. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows user called iceadmin and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the iceadmin user account in Windows. If you delete this user account, you will not be able to log on to Symposium Web Client either as webadmin or as any other user.
Key codes Nortel Networks supplies a special code called a key code that you need to enter during the installation. This key code gives you access to all of the Symposium Web Client components.
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About Symposium Web Client What is Symposium Web Client? Symposium Web Client is a browser-based tool for call center administrators and supervisors. You can use Symposium Web Client to manage and configure a call center and its users, define access to data, and view real-time and historical reports. Symposium Web Client provides these functions with the following components:
Contact Center Management
Access and Partition Management
Configuration
Scripting
Real-Time Reporting
Historical Reporting
Emergency Help
Audit Trail
Agent Desktop Displays
Symposium Web Client components Contact Center Management Use Contact Center Management to add, edit, view, or delete
users (agents, supervisors, or supervisor/agents) on a server in Symposium Call Center Server
agent to supervisor assignments
agent to skillset assignments
Access and Partition Management Use Access and Partition Management to add, edit, view, or delete
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Symposium Web Client users
partitions
access classes
report groups for Historical Reporting
basic access rights to different Symposium Web Client components
You also use this component to assign access classes, partitions, and supervisor/ reporting agent combinations to Web Client users. When you add a user in Access and Partition Management, you add a Web Client user. Web Client users can log on to the application server and use the Symposium Web Client components to which they have been given access. To add a user (agent, supervisor, or supervisor/agent) to Symposium Call Center Server, you must use the Contact Center Management component, or use the spreadsheet in the Configuration component. Note: Some Symposium Call Center Server users (supervisors and supervisor/ agents) may also be Web Client users and be given a Web Client user ID and password to access the application server; however, many Symposium Call Center Server users will never use Symposium Web Client. Configuration The Configuration component assists you in configuring and administering Symposium Call Center Server. You can also download a preformatted Excel spreadsheet from the Configuration component to upload and download Symposium Call Center Server configuration and user information. Notes:
You can use the M1 Data Extraction Tool to extract configuration data from the M1, and then upload that data to Symposium Call Center Server by using Symposium Web Client’s Configuration spreadsheets. For more information, refer to the Symposium Call Center Web Client Data Extraction Tool User’s Guide for the Meridian 1. The M1 Data Extraction Tool is intended for use with the M1 switch only; it may not support the Meridian 1 Internet Enabled switch. If you are on site configuring a customer’s call center, you can upload your Symposium Configuration spreadsheets using the Configuration component of the customer’s Symposium Web Client application.
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Scripting Symposium Call Center Server uses scripts to route calls. With the Scripting component, you can create and modify call routing instructions for your call center using the following components:
a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference
You can also apply thresholds to your applications, and edit application threshold classes using the Scripting component. The Scripting component also includes a validation tool that checks your scripts for errors before they run. Real-Time Reporting Use the Real-Time Reporting component to view the dynamics of call activity. Real-time displays are available for both networked and single sites. The following standard Real-Time Reporting displays are available in Symposium Web Client:
six nodal real-time displays for single Symposium Call Center Server sites three network-consolidated real-time displays for a network of Symposium Call Center Server sites
Historical Reporting Use Historical Reporting to gather information about the past performance of the call center. You can generate two types of historical reports:
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Summarized historical reports contain totals for information gathered during a specific interval of time (for example, daily totals or weekly totals). Event/detail reports are detailed reports for specific events that have occurred in the call center (for example, an Agent Activity report).
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Emergency Help When a supervisor opens the Emergency Help panel, the system notifies the supervisor automatically whenever an agent presses the Emergency key on his or her phoneset. Agents can press the Emergency key when they require assistance from the supervisor (for example, if the caller is abusive). The Emergency Help panel shows information about the agent, including the agent’s name, location, and time when the Emergency key was pressed. Audit Trail Audit Trail records the actions performed in the Configuration component, and identifies the user ID of the person who made the changes. Symposium Agent Desktop Displays Symposium Agent Desktop Displays provides real-time skillset monitoring to agents. Agent Desktop Displays must be configured on the application server, and on client PCs that use the tool.
User types in Symposium Web Client It is important to understand the difference between the Symposium Web Client user and the Symposium Call Center Server user. You create each user in different Symposium Web Client components. User type
User definition
Created in
Symposium Call Center Server user
agents, supervisors, supervisor/agents
Contact Center Management or Configuration
Web Client user
anyone who logs on to Access and Partition the application server and Management monitors the performance and activities of Symposium Call Center Server
Windows 2000/ Windows Server 2003 user
administrators
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The network components of Symposium Web Client Introduction Symposium Web Client uses a three-tiered Internet-based architecture with functionality distributed among various components. The major components of Symposium Web Client include the following: Symposium Web Client client PCs—Employ a web-based browser to interface with the application server. They are used to administer the server and to monitor call center performance. Symposium Web Client application server—The middle layer that communicates with Symposium Call Center Server and makes information available to the client PCs. Symposium Call Center Server—Responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases. Note: In Symposium Web Client 4.5 SU04 or later (when installed on a Windows Server 2003 platform), the client PC, application server, and Symposium Call Center Server can all be coresident on the same server PC. For more information about coresidency, see Section B: “Coresidency in Symposium Web Client” on page 341.
Network considerations This section outlines some considerations you must make when running Symposium Web Client in either of the following network configurations:
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single node Symposium Call Center Server In this configuration, each application server is paired with a single server in Symposium Call Center Server. multiple servers in Symposium Call Center Server In this configuration, each application server can be configured to manage multiple servers in Symposium Call Center Server simultaneously. Symposium Call Center Web Client
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Single node Symposium Call Center Server Typically, in a single node environment, one Symposium Web Client application server is paired with the server in Symposium Call Center Server; however, more than one application server can be paired with the server in Symposium Call Center Server (you may want to implement more than one application server for load balancing, redundancy, and so on). If more than one application server is used, each application server must be configured as a standalone application server (for example, different send multicast IP addresses). Each Symposium Web Client application server acts as the consolidation point for real-time data from its paired server in Symposium Call Center Server. Multiple application servers can share the same user data (user preferences) by using Active Directory replication. For details on replication and the limitations on data sharing, see “Symposium Web Client and replication” on page 93. The diagram on the following page depicts this type of configuration:
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Single node Symposium Call Center Server
Considerations and decision criteria Note the following when deciding whether to configure Symposium Web Client in a single node environment:
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Engineering, capacity, and load balancing If you have a large number of Symposium Web Client or Agent Desktop Displays users in your environment, the engineering calculations may indicate performance limitations or very high application server specifications. In this case, you may be able to overcome these limitations by sharing the load across multiple application servers, with different users accessing different application servers in the network. For more information, see the Symposium Call Center Server Planning and Engineering Guide. Redundancy In mission-critical or 24-hour call centers, a multipleapplication server configuration may provide redundancy or backup for the application servers. Symposium Call Center Web Client
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Multiple servers in Symposium Call Center Server (Symposium Call Center Server network or independent sites) Each application server can be configured to manage multiple servers in Symposium Call Center Server simultaneously. This capability provides you with a unified view of multiple sites or locations, enabling you to manage multiple call centers with a single management tool—Symposium Web Client. One Symposium Web Client application server can be paired with each server in Symposium Call Center Server, or one Symposium Web Client application server can be used across the entire network of servers in Symposium Call Center Server. If you have multiple servers in your Symposium Call Center Server network, you may want to consider implementing a second Symposium Web Client application server for better response times. Multiple application servers can share the same user data (user preferences) by using Active Directory replication. For details on replication and the limitations on data sharing, see “Symposium Web Client and replication” on page 93. Note: When you have the networking feature enabled, and one Symposium Call Center Server is coresident with the Symposium Web Client application server, then you can only use this Symposium Web Client application server to administer the Symposium server with which it resides. You cannot use this coresident application server to administer other Symposium servers in your network. If you have another Symposium Web Client application server in your network, Nortel Networks recommends that you do not use it to administer a coresident Symposium server that is installed on a separate server. However, if it is necessary to do so, then you must be aware of the implications of such a configuration. For more information, see “Networking and coresidency” on page 344. The diagram on the following page depicts this type of configuration:
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Multiple servers in Symposium Call Center Server
Considerations and decision criteria Note the following when deciding whether to configure Symposium Web Client in a multiple node environment:
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Engineering, capacity, and load balancing If you have a large number of Symposium Web Client or Agent Desktop Displays users in your environment, the engineering calculations may indicate performance limitations or very high application server specifications. In this case, you may be able to overcome these limitations by sharing the load across multiple application servers, with different users accessing different application servers in the network. For more information, see the Symposium Call Center Server Planning and Engineering Guide. Redundancy In mission-critical or 24-hour call centers, a multipleapplication server configuration may provide redundancy or backup for the application servers. Physical proximity of an application server at each of the sites may also help WAN fault tolerance. Network traffic/network latency A distributed multiple application server configuration may help reduce WAN traffic and provide faster Symposium Call Center Web Client
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response times to Symposium Web Client users at other sites. For more information, see the section on network engineering guidelines in the Symposium Call Center Server Planning and Engineering Guide.
Switches supported by Symposium Web Client Symposium Web Client supports any switches that are supported by Symposium Call Center Server. These switches vary based on the version of Symposium Call Center Server. For details on the compatibility of Symposium Web Client and different versions of Symposium Call Center Server, see “Symposium Call Center Server requirements” on page 60. For details on the switches supported by Symposium Call Center Server, see the Symposium Call Center Server Symposium, M1/Succession 1000, and Voice Processing Guide.
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New features in Symposium Web Client Introduction Symposium Web Client offers a web browser interface that enables call center supervisors and administrators to configure and manage their call center. This section gives a brief overview of the new features that are offered in this release of the software. For more detailed descriptions of each feature, see the applicable section in this guide, or consult the online Help. Note: The new features described here are those within the components that call center administrators typically use: Configuration, Access and Partition Management, and Scripting. This guide also includes a section on the filter sets importing utility, which is part of the Historical Reporting component. For details on new features in the other Symposium Web Client components, see the Symposium Call Center Web Client Supervisor’s Guide.
New features Symposium Web Client functionality and installation The following feature is new in Symposium Web Client’s overall functionality and installation procedure:
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iceadmin password change Symposium Web Client employs a user account called iceadmin to access system resources with administrator privileges on the application server. The system creates this user account when you install Symposium Web Client, and now prompts you to enter a custom password for the account during the installation (or upgrade) process. In addition to being able to specify your own password for this account, you can now change the password at any time without affecting Symposium Web Client functionality. Symposium Web Client and Citrix You can now access Symposium Web Client and Agent Desktop Displays through either a Terminal Services or Citrix MetaFrame XPe environment. For details, see Appendix B, “Symposium Web Client in a Citrix environment.” Support for Windows Server 2003 Enterprise or Standard Edition You now have the option of installing Windows Server 2003 Enterprise or Symposium Call Center Web Client
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Standard Edition as the operating system on the Symposium Web Client application server. If you install this operating system instead of Windows 2000 Server/Advanced Server, then the Symposium Web Client installation automatically includes Active Directory Application Mode (ADAM). You do not have to install ADAM manually, nor do you install Active Directory.
Coresidency In Symposium Web Client Release 4.5 SU04 or later (on a Windows Server 2003 platform), you can install the Symposium Web Client application server software on the same server as Symposium Call Center Server Release 5.0 Feature Pack 1 (or later) and the Telephony Application Program Interface Service Provider (TAPI) 3.0 software. For more information, see “Coresidency in Symposium Web Client” on page 341.
Note: Symposium Call Center Server Release 5.0 Feature Pack 1 includes the base Symposium Call Center Server Release 5.0 software with incremental content.
Patch Utility In Symposium Web Client Release 4.5 SU05 or later, it is much easier to apply Service Updates and Service Update Supplements because they only include fixes to the current release of the software that is installed on the server, rather than an entire new build of the software, including the fixes. This means it is faster to download and install these updates. You can also use the new Patch Viewer Utility to view the updates that are currently installed, and to remove updates in the order last on, first off.
Configuration The Configuration component assists you in configuring and administering Symposium Call Center Server. You can also download a preformatted Excel spreadsheet from the Configuration component to upload and download Symposium Call Center Server configuration and user information. Configuration offers the following new features:
Increased number of skillsets When you are connected to a server in Symposium Call Center Server that is running Release 5.0 or later of the Symposium software, you can configure up to 1000 skillsets, all of which can be network skillsets (if you have the networking option enabled). If you are connected to a server running previous releases of the Symposium software, then you can configure a maximum of 350 skillsets.
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Increased number of agents When you are connected to a server in Symposium Call Center Server that is running Release 5.0 or later of the Symposium software, you can use the spreadsheets in the Configuration component to configure up to 6000 agents. If you are connected to a server running previous releases of the Symposium software, then you can configure a maximum of 3000 agents. You can also use Contact Center Management to configure agents individually. Networking enhancements When you are connected to a server running Release 5.0 or later of the Symposium software, the network skilled-based routing feature can route calls to the longest idle agent on the network. This enhancement requires the source node to wait for all targets to respond before making a routing decision; the source node can also be included as part of the routing decision. Prior to this change, the call was always routed to the first target node to respond to the queuing request sent out from the source. This enhancement includes the following changes in Symposium Web Client: Network Communication Parameters window When you are connected to a server that is running Release 5.0 or later of the Symposium software, this window includes a new box called the Nodal Request Wait Timer. In this box, you can type the number of seconds the source node waits for a response from the target nodes before making the routing decision. The Agent Reserve Timer for each target site must be set higher than the Nodal Request Wait Timer at the source site. Network Skillsets window When you are connected to an NCC server that is running Release 5.0 or later of the Symposium software, the Networking Method drop-down box in this window enables you to choose from three different values: Longest Idle Agent, First Back, and Average Speed of Answer. You cannot change the Networking Method value of network skillsets configured on servers running previous releases of the software. These skillsets are set to “First Back” by default and the drop-down list box is disabled. Sites window When you are connected to an NCC server that is running Release 5.0 or later of the Symposium software, the Sites window includes a new box called Target Node Count in which you can type the number of target nodes to which the source node will send a Network Agent Request (NAR). This column is grayed out beside sites that are not running Release 5.0 or later of the Symposium software.
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Skillsets window When you are connected to a server that is running Release 5.0 or later of the Symposium software, and you are configuring a network skillset, the Skillsets window includes a new check box called Include Local Node. By clicking the check box, you can choose to allow the source node to be included as part of the network routing decision for this network skillset. If you do not click this check box, then the source node is not included in the routing decision. You can configure this value for each network skillset on a per-site basis. This box is disabled for skillsets configured on earlier releases of Symposium Call Center Server. If you are connected to a server running previous releases of the Symposium software, then this box is not visible.
Note: The changes noted above are also reflected in the Configuration spreadsheets that you can download from the application. Access and Partition Management You can use Access and Partition Management to add, edit, view, or delete
Symposium Web Client users
partitions
access classes
report groups for Historical Reporting
basic access rights to different Symposium Web Client components
You also use this component to assign access classes, partitions, and supervisor/ reporting agent combinations to Web Client users. Access and Partition Management offers the following new features:
Improved user interface The user interface has been redesigned, making it easier for you to work with large numbers of users and data elements in this component. Instead of showing all data types in the tree when you open Access and Partition Management, the new interface offers separate views for each of the four main areas in which you work: users partitions access classes report groups
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To work with a particular type of data, choose from the options on the View/Edit menu. Then, to add new data, choose the option from the Add menu. To view the list of users who are assigned specific partitions or access classes, click the partition or access class name in the tree. The list of users appears in the right pane.
Agent search function When you have a large number of configured agents, you can use the new agent search function to help you locate the agents who you want to add to a partition. You can search by the agent’s first name, last name, department, comment, login ID, or a combination of all of these criteria (up to a maximum of five). You can also search by the agent’s supervisor or the agent’s skillsets. Access classes Access classes for Scripting allow you to grant Web Client users different access rights to Scripting, script variables, and application thresholds. Similarly, access classes for Contact Center Management enable you to apply only the agent partition data or both agent and skillset partition data to Contact Center Management. You can also configure separate access privileges for users who work with agent to skillset assignments and agent to supervisor assignments in Contact Center Management. Finally, you can control the access to adding or removing agents from partitions through the Contact Center Management application. Members tab You can use the Members tab in Access and Partition Management to see the list of users who are assigned the same access classes and partitions.
Scripting Symposium Call Center Server uses scripts to route calls. With the Scripting component, you can create and modify call routing instructions for your call center using the following components:
a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference
Scripting offers the following new features:
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Increased script and Master script size When you are connected to Symposium Call Center Server Release 5.0 or later, single scripts cannot Symposium Call Center Web Client
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exceed 50 000 characters; when you are connected to servers running previous releases of the Symposium software, single scripts cannot exceed 30 000 characters. An error message appears if you exceed either of these limits.
Wild variables When you are connected to Symposium Call Center Server Release 5.0 or later, you can use two new script commands—READVAR and SAVEVAR—to modify the runtime behavior of call variables. These commands are not available if you are connected to a server that is running a previous release of the Symposium software. Sample scripts for call blending with Symposium Web Center Portal Sample scripts that show you how to write scripts for call blending between Symposium Web Center Portal and Symposium Call Center Server are now included on the Symposium Web Client CD-ROM. You can import these sample scripts into Symposium Web Client by using the Import command in the Scripting component. You can only use these sample scripts when you are connected to Symposium Call Center Server Release 5.0 or later; they do not function when you are connected to a server that is running previous releases of the Symposium software. Agent ID and Skillset ID variables To enhance Symposium Web Center Portal and Symposium Call Center Server call blending, two additional script variable types have been added for Host Data Exchange (HDX) script calls. These variables are used within the Symposium Call Center Server scripting engine (TFE) to determine where to route a contact. They are populated by the Symposium Web Center Portal rules engine and passed to Symposium Call Center Server through the HDX interface. Once TFE receives this data, it can route the contact to the appropriate skillset or agent. No new script variables types have been added for Agent ID or Skillset ID; the existing Agent ID and Skillset script variables are sufficient for scripting purposes. These script variables are only supported through the Symposium Web Client Scripting component, and only when you are connected to Symposium Call Center Server Release 5.0 or later; they do not function when you are connected to a server that is running previous releases of the Symposium software.
For more information on Scripting, see the Nortel Networks Symposium Call Center Server Scripting Guide.
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Historical Reporting The Historical Reporting component enables users to produce nodal and network-consolidated reports detailing the past performance of the call center. As with the Symposium Call Center Server client, in Symposium Web Client, users can still specify the data range of the reports, schedule them to run at a specific time, and apply selection criteria to them. Historical Reporting offers the following new features:
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Filter sets Just as in the Symposium Call Center Server client, users can also select the sites and resources to be included in a network-consolidated report and save their choices in a filter set. However, in Symposium Web Client, when they create a filter set, they can specify a combination of the applications, DNISs, routes, and skillsets that they want to see in both standard and private network-consolidated historical reports (whereas in the Symposium Call Center Server client, users are limited to specifying only one type of data). Filter set importing utility While supervisors normally use Historical Reporting, only users with administrator rights can typically import into Symposium Web Client the filter sets that are created in the Symposium Call Center Server client by using the filter sets importing utility. While each of the Classic Client filter sets contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names—users can add different types of data to these filter sets after you import them by using the filter sets tabs in Historical Reporting.
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Skills you need Installation and configuration knowledge You must have knowledge of the following tasks and concepts to install and work with Symposium Web Client:
Real-Time Statistics Multicast configuration and maintenance Microsoft Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), or Windows Server 2003 Enterprise or Standard Edition installation, configuration, and maintenance, including Terminal Services and Internet Information Services
Note: As Service Packs for Windows 2000 or Windows Server 2003 Enterprise or Standard Edition become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements.
Terminal Services configuration and Terminal Services Licensing requirements and activation Microsoft Active Directory installation, configuration, and maintenance (if you have Windows 2000 Server) Microsoft Active Directory Application Mode installation, configuration, and maintenance (if you have Windows Server 2003), including replication scenarios, if applicable Sybase Open Client 12.5 installation, configuration, and maintenance backup and restore techniques using the Windows Backup Tool or the thirdparty tool of your choice, including how to back up Active Directory and system state data Microsoft Internet Explorer 6.0 with Service Pack 1 or later installation and configuration your network configuration, including DNS server setup, IP addresses of the application server and any servers in Symposium Call Center Server, and network domain configuration
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network printer creation and configuration in Windows 2000 Server or Windows Server 2003 shared network folder configuration in Windows 2000 Server or Windows Server 2003, including granting the appropriate user access rights to the folders
Timing The Windows 2000 Server/Advanced Server operating system installation and Symposium Web Client installation take approximately 3 hours to complete. This does not include the time that is required for pre-installation planning, switch configuration, or post-installation setup and configuration, such as adding agents. If you are installing Windows Server 2003 Enterprise or Standard Edition as your operating system, then the total installation time is slightly shorter.
Installation worksheets and checklists For tips on installing Symposium Web Client and the operating system software, see Appendix A, “Installation worksheets and checklists.”
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Related documents Introduction This section lists the documents in which you can find additional information about Symposium Web Client and Symposium Call Center Server. If you need information about
Refer to
Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help
Symposium Call Center Web Client Supervisor’s Reference Guide
the M1 Data Extraction Tool
Symposium Call Center Web Client Data Extraction Tool User’s Guide for the Meridian 1
detailed historical reports
Symposium Call Center Server Historical Reporting and Data Dictionary
scripting
Symposium Call Center Server Scripting Guide
administering the Network Control Center
Symposium Call Center Server Network Control Center Administrator’s Guide
switches
Nortel Networks Symposium Call Center Server Symposium, M1/ Succession 1000, and Voice Processing Guide or the Nortel Networks Symposium Call Center Server Planning and Engineering Guide
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Note: If you are using the Symposium Configuration Tool only, then refer to Chapter 3, “Installing and configuring application server software (Windows 2000 Server),” or Chapter 4, “Installing and configuring application server software (Windows Server 2003),” and Chapter 8, “Using Symposium Web Client,” for information about the Configuration component.
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System requirements Introduction Symposium Web Client can reside on any server on which Windows Server 2003 Enterprise or Standard Edition, Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), or Windows 2000 Advanced Server is installed. From this point on, this document refers to this server as the application server. To access Symposium Web Client on the application server, the client PC must have Microsoft Internet Explorer 6.0 with Service Pack 1 or later installed. ATTENTION
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2. Notes:
All system requirements and installation procedures apply to Symposium Web Client and the Symposium Configuration Tool.
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For details on the system requirements for a Citrix server, see “Citrix server software requirements” on page 1104. ATTENTION
Before you install or configure the Symposium Web Client software or any of the additional third-party software that it requires, you must print and fill out the pre-installation worksheet. This worksheet contains important information about peripheral devices that you may need to run Symposium Web Client. For example, if you require a printer to print historical reports, the worksheet points you to the procedure for installing the network printer. For details, see “Pre-installation worksheet” on page 1051.
Application server hardware requirements Symposium Web Client runs on a dedicated computer on which Microsoft Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), Windows 2000 Advanced Server, or Windows Server 2003 Enterprise or Standard Edition is installed. Nortel Networks does not supply this server; it can be customer- or distributor-supplied. Specific hardware requirements depend on your call center size. The table below lists both the minimum and recommended requirements. For Symposium Web Client to run properly, the application server must meet the minimum requirements listed in the table below. While Nortel Networks recommends that you follow the recommended guidelines, the actual requirements for a call center will vary based on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your call center, use the Capacity Assessment Tool, which is available from the Partner Information Center (PIC) web site at www.nortel.com. You can also consult the Symposium Call Center Server Planning and Engineering Guide for expected
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performance measurements and related system requirements, and the Symposium Portfolio Server and Operating System Requirements document for a more complete and detailed list of requirements. This document is also available from the PIC web site. Hardware item
Minimum
Recommended
CPU
Intel-based CPU Intel-based CPU – – Pentium III Xeon 2 GHz 733 MHz*
Notes
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Supported processors include Pentium II, Pentium III Xeon, Pentium IV, Intel Xeon, and Intel Xeon DP. Non-supported processors include Intel Celeron and Intel Itanium (IA 64), and Xeon MP.
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Hardware item
Minimum
Recommended
Notes
RAM
512 Mbytes of RAM
1.0 Gbyte of RAM
Recommended Swap file size 3 *RAM
Hard disk space
20 Gbytes physical disk space
40 Gbytes physical disk space (80 Gbytes physical disk space with RAID-1)
Disk space is required for historical reports saved to disk.
Hard disk partitioning
No specific partition requirements
No specific partition N/A requirements
Hard disk type
IDE/SCSI Bus for Hard drives
SCSI Bus for Hard drives
At this time, a SAN (Storage Area Network) configuration is not supported.
Hard disk speed
Hard drive speed of 7200 rpm from manufacturer’s specification
Hard drive speed of >7200 rpm from manufacturer’s specification
N/A
CD ROM
1 CD ROM drive
1 DVD-ROM drive
N/A
Network Interface 1 Network Interface card Video card
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For a breakdown of the minimum space required, see the Note at the bottom of this table.
1 Network Interface CLAN should be 100 card Mbps Ethernet.
1 video card and 1 video card and monitor monitor
Minimum resolution 1024 x 768 pixels
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Hardware item
Minimum
Recommended
Notes
Modem
33.6 kbits/sec minimum, compatible with the US Robotics Sportster 33.6 modem, for remote technical support
33.6 kbits/sec minimum, compatible with the US Robotics Sportster 33.6 modem, for remote technical support
N/A
Backup/Restore
Backup system for Active Directory and Microsoft Access. Database backups can be made to network shared drive.
N/A Backup system for Active Directory and Microsoft Access. Database backups can be made to network shared drive.
Note: On Windows Server 2003 platforms, the backup system is for Note: On Windows Server Active Directory 2003 platforms, Application Mode (ADAM). the backup system is for Active Directory Application Mode (ADAM). *All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2000 Server or Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft web site. Note: The minimum hard disk space requirement of 20 Gbytes can be broken down as follows. These are approximate figures and will vary from call center to call center:
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the Windows Server 2003 or Windows 2000 Server/Advanced Server operating system (with a virtual memory of 512 Mbytes * 1.5), including any operating system patches, the page file, and so on, minimum 4 Gbytes third-party software, such as antivirus software and pcAnywhere, plus the Symposium Web Client application software, minimum 2 Gbytes historical report storage (based on a call center with 45 supervisors, each with 300 Mbytes of storage), minimum 14 Gbytes. (If less storage is required, then you can reduce the 20 Gbyte minimum accordingly.) Total: minimum 20 Gbytes
Symposium Web Client follows Microsoft’s “Designed for Windows 2000 Application Specification” standard. Since Symposium Web Client is a missioncritical application, Nortel Networks does not recommend sharing the Symposium Web Client application server with other “application” class software applications, which generally require a certain amount of system resources.
Application server sizing specifications ATTENTION
To help calculate the sizing specifications for your call center, use the Capacity Assessment Tool, which is available from the Partner Information Center (PIC) web site. You can also consult the Symposium Call Center Server Planning and Engineering Guide for more information.
Minimum requirements The Symposium Web Client application server minimum requirements listed above are designed to handle a call center size of up to
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50 agents
25 skillsets
25 applications
20 IVR queues
128 routes Symposium Call Center Web Client
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25 clients
Recommended requirements The Symposium Web Client application server recommended requirements listed above are designed to handle a call center size of up to
1500 agents
350 skillsets
500 applications
50 IVR queues
250 routes
150 clients
For a more complete and detailed list of the sizing specifications, see the Symposium Portfolio Server and Operating System Requirements document. Additional software on the application server Note that running additional software (for example, virus scan software) may place an additional load on the Symposium Web Client application server. Therefore, you should set all utility tools to run on the application server during off-peak hours. In addition, all utilities installed on the application server must be included in Microsoft’s Compatibility List for Windows 2000 Server. You can view this list at http://www.microsoft.com/windows2000/server/howtobuy/ upgrading/compat/default.asp. Notes:
Nortel Networks does not provide support on the configuration of antivirus software. Direct all your questions or problems on antivirus software to the appropriate vendor. The above recommendations are intended as guidelines only, and do not constitute a guarantee of compatibility. If you raise performance or functionality issues to Nortel Networks support personnel, as part of the fault diagnosis process, the support technician may ask you to remove all third-party software from the application server.
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Application server software requirements
Microsoft Windows Server 2003 Enterprise or Standard Edition, Windows 2000 Advanced Server, or Windows 2000 Server Service Pack 3 (minimum) or Service Pack 4 or later (recommended) with Internet Information Services (IIS), Simple Mail Transfer Protocol (SMTP), Terminal Services, and Terminal Services Licensing (you require Terminal Services for the Script Editor portion of the Scripting component).
ATTENTION
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2. Notes:
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As Service Packs for Windows 2000 Server and Windows Server 2003 Enterprise or Standard Edition become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements.
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Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server because it is a domain controller.
For more information about Windows requirements, see the “Windows 2000 Server/Advanced Server installation checklist” on page 1080, or the “Windows Server 2003 installation checklist” on page 1089. Microsoft Active Directory (required if you have Windows 2000 Server)
Note: Microsoft Active Directory Application Mode (ADAM) is used by Windows Server 2003 instead of Active Directory. ADAM is automatically included in the Symposium Web Client installation if you have Windows Server 2003 installed.
Sybase Open Client v.12.5 (required for the Historical Reporting and Contact Center Management components; supplied by Nortel Networks) Microsoft Internet Explorer 6.0 with Service Pack 1 or later. This is required so support personnel can access the application server. For information on upgrading from Internet Explorer version 5.0, see “Upgrading Internet Explorer on the application server” on page 152.
Notes:
As Service Packs for Internet Explorer become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements.
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Standard 7.02
To install, uninstall, and configure Symposium Web Client, you must have administrator privileges on the application server.
ATTENTION
As of the date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience:
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Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server has Windows Server 2003 Enterprise or Standard Edition installed, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
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Coresident server hardware requirements Consult the following table if you are installing Symposium Web Client on a server that has Symposium Call Center Server installed (and upon which you may also be installing TAPI). As with the hardware requirements for a dedicated server, while Nortel Networks recommends that you follow the recommended guidelines, the actual requirements for a call center will vary based on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your call center, use the Capacity Assessment Tool, which is available from the Partner Information Center (PIC) web site at www.nortel.com. You can also consult the Symposium Call Center Server Planning and Engineering Guide for expected performance measurements and related system requirements, and the Symposium Portfolio Server and Operating System Requirements document for a more complete and detailed list of requirements. This document is also available from the PIC web site.
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Coresident server hardware requirements Hardware item (Note 1)
CPU
Minimum (Note 5)
Recommended (Note 3)
Intel-based CPU, XEON or Pentium IV, 2 GHz
Intel-based CPU, XEON or Pentium IV, 2.8 GHz
Notes
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RAM
1.0 Gbyte of RAM
1.0 Gbyte of RAM
Hard disk space
60 Gbytes logical disk space (120 Gbytes physical disk space with RAID-1)
60 Gbytes logical disk space (120 Gbytes physical disk space with RAID-1)
Supported processors include Pentium IV, Intel Xeon, Intel Xeon DP, Intel Xeon MP. Dual CPU computers are supported. Quad CPU computers are supported. Non-supported processors include: Intel Celeron and Intel Itanium (IA 64). AMD Processors are not supported.
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
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Hardware item (Note 1)
Getting started
Minimum (Note 5)
Recommended (Note 3)
Notes
Hard disk partitioning
1 physical drive
Separate drives for the OS/Symposium Call Center Server application and the database partitions
Separate physical disks are more reliable and provide greater ease of recovery in case of disk failure.
Hard disk type
SCSI Bus for Hard drives
SCSI Bus for Hard drives
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Hard disk speed
Hard drive speed of 7200 rpm from manufacturer’s specification
Hard drive speed of >7200 rpm from manufacturer’s specification
N/A
Floppy Drive
1 floppy drive
1 floppy drive
Drive letter must be A.
CD ROM
1 CD ROM drive
1 DVD-ROM drive
Serial ports See Note 2
1 serial port (for modem access) or USB port (if using USB modem).
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1 serial port (for modem access) or USB port (if using USB modem).
Drive letter must be E. Minimum speed is 24X.
Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. Also, serial port is an option for security device connectivity (See Note 4). 51
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Hardware item (Note 1)
Parallel port
Standard 7.02
Minimum (Note 5)
Recommended (Note 3)
Not required if Symposium Call Center Server is connecting to the M1/Succession 1000 switch.
See Note 4. Not required if Symposium Call Center Server is connecting to the M1/Succession 1000 switch.
For DMS/MSL-100 connectivity, see Note 4.
For DMS/MSL-100 connectivity, see Note 4.
Notes
Network Interface 2 Network Interface 2 Network Interface ELAN must be 10/ cards cards 100 Mbps Ethernet. Recommended CLAN is 100 Mbps Ethernet.
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Video card
1 video card and monitor
1 video card and monitor
Keyboard
1 keyboard
1 keyboard
Mouse
1 mouse
1 mouse
Modem
33.6 kbits/sec minimum, (Symposium Call (Symposium Call compatible with the Center Server + Center Server + US Robotics Symposium Web Symposium Web Client configuration Client configuration Sportster 33.6 modem, for remote only, see Note 6) only, see Note 6) technical support. 1 external modem
Minimum resolution 800 x 600 pixels
1 external modem
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Backup/Restore
Getting started
Minimum (Note 5)
Recommended (Note 3)
Backup system for database backup: can be either tape drive or remote directory
Backup system for database backup: can be either tape drive or remote directory
Notes
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Notes: 1. All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft web site. 2. For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. For COM2, the Base I/O Port Address must be set to 2F8, and the IRQ box must be set to 3. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that it is configured correctly (for instance, make sure that IRQs do not conflict with existing IRQs). Any further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor. 3. As already stated, a detailed analysis of your Call Center’s capacity requirements should always be carried out using the Symposium Capacity Assessment Tool. It is likely that for larger call centers, this server specification may not be sufficient. 4. Symposium Call Center Server 5.0 is supported on both M1/Succession 1000 and DMS/MSL-100, and for the DMS version, a security device is required. The default connectivity for this device is a parallel port, but there are also options available to connect the security device to Symposium Call Center Server through a serial port or USB.
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5. As always, the Capacity Assessment Tool should be used for a more detailed analysis. 6. A modem installation interferes with Symposium TAPI 3.0 SP. Do not install a modem if TAPI is part of the coresident installation.
Client hardware requirements The following client requirements also apply to PCs running Agent Desktop Displays. You can also consult the Symposium Call Center Server Planning and Engineering Guide for expected performance measurements and related system requirements, and the Symposium Portfolio Server and Operating System Requirements document for a more complete and detailed list of requirements. This document is also available from the PIC web site. Recommended size
Hardware item
Minimum size
Notes
CPU
Intel-based CPU – Intel-based CPU – Pentium II 300 Pentium III 733 MHz MHz
RAM
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128 Mbytes of RAM
Supported processors include Pentium II, Pentium III Xeon, Pentium IV, Intel Xeon and Intel Xeon DP, Dual CPU Non-supported processors include Intel Celeron and Intel Itanium (IA 64), and Xeon MP.
256 Mbytes of RAM N/A
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Recommended size
Hardware item
Minimum size
Hard disk space
40 Gbytes of 4 Gbytes of physical disk space physical disk space
Notes
N/A
Note: Of this total amount, 20 Mbytes of space is the disk footprint required by the Agent Desktop Displays component, if it is installed on the client PC. Hard disk partitioning
No specific partition requirements
Hard disk type
IDE/SCSI Bus for IDE/SCSI Bus for Hard drives Hard drives
N/A
Hard disk speed
Hard drive speed of 7200 rpm from manufacturer’s specification
Hard drive speed of 7200 rpm from manufacturer’s specification
N/A
CD ROM
1 CD ROM drive
1 CD ROM drive
N/A
Network Interface 1 Network Interface card
1 Network Interface card
CLAN should be 100 Mbps Ethernet
Video card
1 video card and monitor
Minimum resolution 1024 x 768 pixels
1 video card and monitor
No specific partition requirements
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N/A
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Standard 7.02
Hardware item
Minimum size
Recommended size
Modem
33.6 kbits/sec minimum, compatible with the US Robotics Sportster 33.6 modem, for remote technical support
33.6 kbits/sec minimum, compatible with the US Robotics Sportster 33.6 modem, for remote technical support
N/A
Backup/Restore
Backup system for Active Directory and Microsoft Access. Database backups can be made to network shared drive.
Backup system for Active Directory and Microsoft Access. Database backups can be made to network shared drive.
N/A
Note: On Windows Server 2003 platforms, the backup system is for Active Directory Application Mode (ADAM).
Note: On Windows Server 2003 platforms, the backup system is for Active Directory Application Mode (ADAM).
Notes
Notes:
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20 Mbytes of available hard disk space for the Agent Desktop Displays component a minimum of 64 Mbytes of RAM a minimum 800 x 600 pixel resolution monitor (1024 x 768 pixel resolution is recommended for optimal display quality) a serial port (if connection of the M1 Data Extraction Tool to the M1 switch using a serial port is required)
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Note: If you are going to connect to the M1 switch, you can use either the client PC or the application server as long as the system you use has a serial port. The M1 Data Extraction Tool is intended for use with the M1 switch only; it may not support the Meridian 1 Internet Enabled switch. The Pentium II 300 MHz configuration should be adequate for normal operation in small call centers (less than 50 agents). For more intensive activity and larger call centers, a faster processor and additional RAM, or both, improves performance. For larger call centers and higher levels of activity, the minimum platform should be scaled up accordingly.
Client software requirements Note: The following client requirements also apply to PCs running Agent Desktop Displays:
Windows 2000 Professional, Windows 2000 Server, Windows 2000 Advanced Server, Windows Server 2003 (Enterprise or Standard Edition), or Windows XP Professional Windows Installer 2.0 or later. Version 2.0 is included on the Symposium Web Client CD-ROM, in Windows Server 2003, and in both Windows 2000 Service Pack 3 for Windows 2000 Server and Professional, and Windows XP. If the client PC runs any other operating system, then you must install the software from the Symposium Web Client CD-ROM. Microsoft Internet Explorer 6.0 with Service Pack 1 or later
Note: As Service Packs for Internet Explorer become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements.
Excel 2000 Service Release 1a (required for the Configuration component only) Simple Object Access Protocol (SOAP) version 3.0 merge module (a Microsoft standard component required by all clients running Windows XP, Windows 2000 Professional, Windows 2000 Server, Windows 2000 Advanced Server, or Windows Server 2003; the installation file,
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Standard 7.02
ClientSoap.msi, is included in the root directory of the Symposium Web Client installation CD) Notes:
If you are using the client PC to connect to an application server that is running Windows Server 2003, then the client PC must have SOAP 3.0 installed since Remote Data Service (RDS) is not supported on this operating system. Likewise, if you use the client to view Agent Desktop Displays (ADD) through this application server, the client must be upgraded to Release 4.5 of the ADD software since previous versions of the Agent Desktop Displays software used the RDS form of communication. Supervisors who connect to Symposium Web Client on a client PC that is running Windows Server 2003, Windows XP, or Windows 2000 must have an ID that is part of the Power Users group on the client PC to receive the required Active X downloads that enable their Internet Explorer browser to work correctly. For information on adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system.
Client backward compatibility When you use the client PC to connect to an application server running Symposium Web Client 4.5, the system automatically downloads the required third-party controls onto the client PC. However, you can still use this same client PC to connect to an application server running Symposium Web Client 4.0, in addition to the server running Symposium Web Client 4.5. The exception to this rule occurs when you download and install the Agent Desktop Displays 4.5 client software onto the client PC. In this case, you cannot use the Agent Desktop Displays 4.5 component when connected to an application server running Symposium Web Client 4.0. Nortel Networks recommends, therefore, that while working in an environment with both releases of the Symposium Web Client software, do not upgrade the Agent Desktop Displays client software to Release 4.5. For more information, see “Versions of Agent Desktop Displays and compatibility with Symposium Web Client” on page 659.
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Note: You can use the Agent Desktop Displays 4.0 client to connect to both Symposium Web Client 4.0 and 4.5 application servers. However, in this case, the communication between the client PC and application server continues to be through Remote Data Service (RDS), rather than SOAP, which is new to Release 4.5. Therefore, the RDS communication method must be enabled on the application server for Agent Desktop Displays 4.0 to function properly. For this reason, you cannot use an Agent Desktop Displays 4.0 client to connect to a Symposium Web Client 4.5 application server that is running Windows Server 2003, since this operating system does not allow the RDS form of communication. The RDS communication method is installed and enabled by default on the application server. However, if you have the Windows 2000 Server operating system, have performed the IIS Lockdown procedure, and have removed the MSADC virtual directory, then you have disabled RDS. If you want to reenable RDS on the application server, then you must recreate the MSADC virtual directory in IIS. For more information, see “To reenable Remote Data Service” on page 279.
Client coresidency In Symposium Web Client, the client PC contains the following components:
Internet Explorer version 6.0 Service Pack 1 or later Simple Object Access Protocol (SOAP) version 3.0 merge module (a Microsoft standard component)
Agent Desktop Displays client application
Symposium Configuration Tool spreadsheets
M1 Data Extraction Tool
These components are capable of coresiding with the following Nortel Networks products:
Symposium Call Center Server 4.0 Client
CallPilot Web Administration Client 2.0
Optivity Telephone Manager (OTM) 2.0
i2050 Software Phone
Symposium Web Center Portal Agent Client 4.0
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Symposium Web Center Portal Administration/Supervisor Client 4.0
In addition, these components are capable of coresidng with the following Microsoft products:
Microsoft Office 2000 and XP (Microsoft Excel is required to use the Symposium Configuration Tool.)
Symposium Call Center Server requirements
Symposium Web Client is compatible with Symposium Call Center Server Release 4.0 (NS040107SU10S) or later, Symposium Call Center Server Release 4.2 (NS040206SU08S) or later, or Symposium Call Center Server Release 5.0 (NN_SCCS_5.0_SU_03_S) or later. Symposium Web Client is incompatible with previous releases of Symposium Call Center Server.
Note: Symposium Web Client Release 4.0 is incompatible with Symposium Call Center Server Release 5.0 or later.
Application server performance requirements For information on performance requirements, see the Symposium Call Center Server Planning and Engineering Guide.
Multicast LAN/WAN impact The multicast LAN/WAN impact from the application server can be broken down into two parts:
nodal real-time display multicast data
network-consolidated real-time display (NCRTD) data
The server in Symposium Call Center Server sends nodal real-time display multicast data to the application server. The impact of this data is described in the Symposium Call Center Server Planning and Engineering Guide. The application server consolidates the multicast traffic from one or more servers in Symposium Call Center Server into a single, network consolidated, multicast stream. This stream is sent from the application server to the client PCs anywhere in the network. 60
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Notes:
You only require the unicast communication method to connect to the NCC server and facilitate the running of the network-consolidated real-time displays. Agent Desktop Displays and Emergency Help notifications are not available on client PCs that only receive unicast data; both of these features require multicast data transmission. The application server only processes multicast data for servers in Symposium Call Center Server that you have added through the Configuration component of Symposium Web Client (in other words, those servers that are configured on the application server). If there are other Symposium Call Center Servers in your network that you have not added through the Configuration interface, then the multicast data from these servers is not processed in Symposium Web Client and is not included in real-time reports.
In the above diagram, there is one application server located at node A. All the servers in Symposium Call Center Server send raw real-time data to the application server. The application server, in turn, sends consolidated data out to all of the Symposium Web Client client PCs. The consolidated real-time traffic that the application server sends to clients requesting this data is approximately equal to the sum of all the raw data.
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Note: The total LAN/WAN impact due to multicast NCRTD traffic can be estimated using the Symposium Call Center Server Capacity Assessment Tool. For more information on this tool and on the LAN/WAN impact, see the Symposium Call Center Server Planning and Engineering Guide. You can also use the Web Client CPU utilization analysis spreadsheet to estimate the CPU impact on the Symposium Web Client Application Server and to estimate the CPU impact from the real-time displays on the client PC. This spreadsheet is available on the Channel Readiness portion of the Partner Information Center (PIC) web site at www.nortel.com, within the Symposium Web Client section (you require Level 4 access to download this file).
Unicast LAN/WAN impact In addition to the multicast data that the application server sends to the client PCs, it sends unicast real-time data over the CLAN to the client PCs that cannot receive multicast data. The calculations used to determine the LAN utilization due to this unicast traffic are almost identical to those used to calculate the impact of the multicast traffic, as described in the previous section. Note: This traffic may also be sent over the WAN in response to remote client requests. The presence of these unicast clients in a Symposium Web Client configuration results in additional network traffic. Unicast clients use dedicated point-to-point connections, so each client receives its own data stream. Whereas the application server sends only one multicast stream to each site requesting multicast real-time data, it sends multiple streams of unicast real-time data according to the following rules: For a given client PC, the server sends no more than one stream to support at least one display of the same data type. There are 12 data streams in total, six streams for each type of data that is viewed in either of the two data collection modes (interval to date or moving window), as follows:
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six streams of interval to date data (agent, skillset, application, nodal, IVR, and route) six streams of moving window data (agent, skillset, application, nodal, IVR, and route) Symposium Call Center Web Client
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For example, if the same client opens two Agent/moving window displays, then the server sends only one Agent/moving window data stream. Note: The size of each data stream is identical to the corresponding multicast stream. The diagram on the page below shows the single, shared multicast stream, which can provide data to any number of clients, and the dedicated unicast streams to each of the unicast clients. To help you estimate the network traffic impact on both the CLAN and WAN when deploying the Symposium Web Client Application Server, you can use the Web Client multicast and unicast traffic analysis spreadsheet. This spreadsheet is available on the Channel Readiness portion of the Partner Information Center (PIC) web site at www.nortel.com, within the Symposium Web Client section (you require level 4 access to download this file).
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Standard 7.02
Disk partitions and communication ports Introduction This section provides high-level information on disk partitions. It also provides TCP/UDP port numbers that are used by Symposium Web Client.
Protecting your data To protect your data, you can take the following precautions:
Install the operating system and Symposium Web Client on an NT File System (NTFS) partition. File Allocation Table (FAT) partitions do not support security.
Note: Since there are no specific guidelines or restrictions regarding the number or size of the application server disk partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate disk partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same disk partition. Refer to the “Windows 2000 Server/Advanced Server installation checklist” on page 1080 for information about installing Windows 2000, or refer to the “Windows Server 2003 installation checklist” on page 1089 for information about installing Windows Server 2003 Enterprise or Standard Edition.
Communication ports The following table lists the TCP/UDP ports that Symposium Web Client uses with the application server. You can use this information for items such as firewall implementation, or identifying potential port conflicts within the client PC or the application server. To minimize the potential points of failure (in a nodal call center setting), place the server in Symposium Call Center Server and the Symposium Web Client application server on the same subnet.
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Port number
Getting started
Functionality
Port location
for Internet Explorer’s communication
application server
Port 443 (HTTPS) for secure HTTP communication (only applicable if SSL is enabled for secure IIS communication)
application server
Port 80
Ports 389 and 636 for proper ADAM application server functionality (Windows Server 2003 platforms only). Port 389 is for LDAP, while port 636 is for SSL. Note: While installing Symposium Web Client on a server that is running Windows Server 2003, these ports usually appear by default in the Port Configuration for ADAM installation window. If the values 50000 and 50001 appear instead, it means that port numbers 389 and 636 are already taken. In this case, you can either accept the new values, or choose other ports for security reasons.
Port 3389
for Terminal Services’ communication
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Port number
Port location
Port 25 (SMTP)
for the Historical application server Reporting component to send e-mail notifications when reports are printed and saved
Port 8200
for the Emergency Help component
UDP ports 6020, 6030, 6040, 6050, 6060, 6070, 6080, 6090, 6100, 6110, 6120, 6130
for the application server application server to receive IP multicasting data from Symposium Call Center Server (needed for Real-Time Reporting and Agent Desktop Displays)
UDP ports 7020, 7030, 7040, 7050, 7060, 7070, 7080, 7090, 7100, 7110, 7120, 7130
for the application server client PC to send IP multicasting data to client PCs (needed for Real-Time Reporting and Agent Desktop Displays)
UDP ports 7025. 7035, 7045, 7055, 7065, 7075, 7085, 7095, 7105, 7115, 7125, 7135
for the application server client PC to send IP unicast data to client PCs. This is an optional method of sending the data required for Real-Time Reporting. If you do not use the multicast method, then you must configure the unicast option. You can also use a combination of the two methods.
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Functionality
client PC
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Port number
Port 10 000
Getting started
Functionality
Port location
used by the Nameservice application server process located on the application server (nbnmsrvc.exe), it permits communication between the application server and Symposium Call Center Server.
Note: Based on your network configuration and the amount of access to the application server that is required (for example, for print servers and file sharing), you may also need to configure domain trust relationships and firewalls. For more information on this additional configuration, consult the Microsoft guidelines on Windows 2000 networking.
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Symposium Web Client and Crystal Reports Introduction The Symposium Web Client installation includes some Crystal Reports 9.0 components that enable you to run and view the standard historical reports in the Symposium Web Client Historical Reporting component; the installation does not include report writing software. To create your own custom reports for use with Symposium Web Client, you must purchase and install Crystal Reports 9.0.
Crystal Reports versions supported To create custom reports that are compatible with Symposium Web Client, you must purchase and install the Professional or Developer version of Crystal Reports 9.0, which is available only as an upgrade from Crystal Reports versions 8.0 or 8.5. The Standard version of Crystal Reports is not supported.
Crystal Reports and the application server For performance purposes, and to avoid coresidency problems, it is best to install Crystal Reports on a PC other than the application server. However, if you must install Crystal Reports on the application server, see the following sections: Installation tips for Crystal Reports 9.0 Crystal Reports 9.0 is available only as an upgrade from version 8.0 or 8.5. Therefore, regardless of where you install Crystal Reports 9.0 (either on the application server, or another server of your choice), the server must contain an installation of Crystal Reports version 8.0 or 8.5 before you install version 9.0.
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Installation order You can install Crystal Reports 9.0 on the application server either before or after you install Symposium Web Client. However, the application server must contain either Crystal Reports 8.0 or 8.5 before you install Crystal Reports 9.0. Uninstalling Symposium Web Client After you install Crystal Reports 9.0 and Symposium Web Client on the application server, should you need to uninstall Symposium Web Client, then your Crystal Reports installation is corrupted because some of its components are also removed. In this case, Symposium Call Center Web Client
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to continue to use Crystal Reports, you must repair or reinstall Crystal Reports 9.0.
Uninstalling Crystal Reports 9.0 After you install Crystal Reports 9.0 and Symposium Web Client on the application server, should you need to uninstall Crystal Reports, it impacts the Historical Reporting component. In this case, you can repair the Historical Reporting component by installing the Crystal Reports 9.0 merge modules from the Symposium Web Client CD-ROM. To do this, in the root directory of the CD, locate and doubleclick the file CRTemplates.msi. A Windows Installer package automatically installs the modules.
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Symposium Web Client and the Symposium Call Center Server client Introduction While you can perform most call center administrative functions through Symposium Web Client, you still require at least one Symposium Call Center Server client—hereafter called the Classic Client—to perform certain call center activities. These functions are listed in this section. For more information on any of the functions listed, see the Symposium Call Center Server documentation. Note: You may also use the Classic Client to update configuration items, such as agent names. While these configuration items are automatically reflected in Symposium Web Client, you must note that data validation differences in the Classic Client can sometimes cause problems when this data is viewed in Symposium Web Client. For example, agent names that contain special characters such as ‘<’ and ‘>’ cannot be used in Symposium Web Client, whereas they are acceptable in the Classic Client. To avoid problems with data validation, Nortel Networks recommends that you only use Symposium Web Client to enter and update configuration data. If you must use the Classic Client to update configuration data, check the Symposium Web Client online Help before doing so to ensure that there are no character restrictions.
Symposium Call Center Server client functions You require at least one Classic Client to access the following functions:
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Voice Prompt Editor To use the Voice Prompt Editor, you must use Meridian Mail as your voice processing system. To set up and manage the voice prompts (messages) used by your Interactive Voice Response system, you must log on to the Classic Client and use the Voice Prompt Editor. Each voice prompt consists of segments. You can use these segments in different combinations to produce your voice prompts. Event Browser and Alarm Monitor Symposium Call Center Server generates alarms to notify you when minor, major, and critical system Symposium Call Center Web Client
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events occur. It also issues information messages. Alarms are displayed as events in both the Alarm Monitor and the Event Browser on the Classic Client PC. Information messages appear only in the Event Browser.
Event throttling Event throttling lets you control the frequency with which events are recorded by the server log. You can throttle all events to prevent the log from becoming overcrowded. If too many instances of each event are recorded, there might not be enough space in the log to record more important events. Also, too many instances of the same event can distract users, causing them to overlook other important events. Backup Scheduler You must use the Backup Scheduler to view, change, and delete the scheduled date and time of the Symposium Call Center Server backups. You can also create a backup schedule with this utility. Serial Ports You can use the Serial Ports function to view and change the properties for all Symposium Call Center Server serial ports. Switch Resources You can use the Switch Resources function to view information about the switch that the server in Symposium Call Center Server is using. For example, you can view the switch type, customer number, switch name, and the switch IP address. Connected Sessions You can use this function to check the status of a Symposium Call Center Server desktop user’s connection to the server. This status shows the desktop users who are logged on to the server, their user IDs, their location (network address), and the time of their last activity on the system. You can also use this function to disconnect a user from the server. However, note that this procedure disconnects and logs users off immediately without warning. Server Performance Monitor You can use this function to display information about processing capacity, memory, and storage space on Symposium Call Center Server. Provider utility You can use this utility to test the functionality of your HDX program. This utility uses the DXProvid.dll to communicate with Host Data Exchange running in Symposium Call Center Server. Provider allows users to view the variable parameters sent from the Host Data Exchange script functions, such as SEND INFO and SEND REQUEST. It also allows users to return the message data back to Host Data Exchange as requested by the script function, such as GET RESPONSE. Desktop user creation For a user to be able to access the Symposium Call Center Server database to create custom reports with the Crystal Reports
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application, an administrator must first create a desktop user account for this user with the Classic Client. Then, after the user creates and saves the reports, he or she logs on to the application server with a Web Client user ID and password, and imports the custom report into Symposium Web Client.
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PC Events Use this utility to view a list of events that have occurred on the Classic Client PC. Password Change Use this utility to manage the user passwords for the Classic Client. Access classes You must use the Classic Client to configure the access classes that users require to work with the Classic Client.
Symposium Call Center Web Client
Chapter 2
Preparing Symposium Call Center Server In this chapter Overview
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Overview The Symposium Web Client application server uses the Real-time Statistics Multicast (RSM) service to send real-time data from Symposium Call Center Server to Symposium Web Client users. The two Web Client components that require this functionality are Real-Time Reporting and Agent Desktop Displays. Before Symposium Web Client can send and receive multicast data, RSM must be installed and configured on the server in Symposium Call Center Server. The RSM service is installed during the Symposium Call Center Server installation. During installation, the system verifies that you have the correct RSM keycode, and then installs the required RSM files on the server. When you install RSM, you must provide the IP multicasting address that the server in Symposium Call Center Server uses to transmit RSM data to the Web Client application server. The system automatically sets the default port numbers and multicast rates for real-time statistics during installation. For more detailed information on installing the RSM feature in Symposium Call Center Server, see “Installing the Server Software” or “Converting, upgrading, reinstalling, and uninstalling server software” in the Symposium Call Center Server Installation and Maintenance Guide. This chapter explains how to perform the following procedures in Symposium Call Center Server:
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Modify the default RSM settings and multicast rates. See “Modifying Realtime Statistics Multicast settings” on page 75 for more information. You must modify the default RSM settings; otherwise, no data is sent from the server in Symposium Call Center Server to the Symposium Web Client application server. Verify that the RSM service is sending data to the appropriate ports. See “Testing the Real-time Statistics Multicast service” on page 85 for more information.
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Modifying Real-time Statistics Multicast settings Introduction You can modify RSM’s default settings on each server in Symposium Call Center Server to reflect the requirements of your organization:
You can activate or deactivate the collection of up to six types of real-time statistics using the RTD Multicast Controller Utility (MulticastCtrl.exe). You can modify the following multicast settings using the RTD Multicast Configuration Utility (RSMConfg.exe): the IP multicast address the Time To Live (TTL) value for the IP multicast data the IP ports that send the real-time statistics the multicast rates for the IP ports that send the real-time statistics
Activating or deactivating the collection of real-time statistics You can select which statistics the RSM service collects and how they are collected using the RTD Multicast Controller utility. To activate or deactivate the collection of real-time statistics 1
Navigate to the folder in which the RSM component is installed: [drive]:\Nortel\iccm\bin
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Double-click MulticastCtrl.exe. Result: The RTD Multicast Controller window appears.
3
Click the Moving Window or Interval To Date check boxes, or both, for each real-time statistics group that you want to collect. Note: Nortel Networks recommends that you click Moving Window and Interval To Date for all statistics groups, so both options are available for all statistics in Symposium Web Client. The Meridian 1 and Succession Communication Server for Enterprise 1000 switch (M1/Succession 1000) real-time statistics groups are
Skillset
Application
Agent
Nodal
Route
IVR
The Digital Multiplex Switch/Meridian Stored Logic-100 switch (DMS/MSL100) real-time statistics groups are
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Agent
Nodal
4
Click Apply.
5
Click OK to close the window.
Modifying RSM settings and multicast rates Perform the following steps to modify RSM settings and multicast rates in Symposium Call Center Server. To modify RSM settings and multicast rates 1
Navigate to the folder in which the RSM component is installed: [drive]:\Nortel\iccm\bin
2
Double-click RSMConfg.exe. Result: The RTD Multicast Configuration window appears.
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ATTENTION
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The IP multicast addresses that support multicasting are 224.0.0.0 through 239.255.255.255, but the IP multicast addresses between 224.0.0.0 and 224.0.0.255 inclusive are reserved for routing and topology discovery or maintenance protocols, and, therefore, should not be used. Note also that the address range 239.0.0.0— 239.255.255.255 has been defined by the Internet Engineering Task Force (IETF) as administratively scoped addresses. This definition basically allows an administrator to restrict multicast to a certain network boundary (for example, within an organization) by using an administratively scoped address. Refer to Internet standard RFC 2365 for more information. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check the Internet Engineering Task Force (http://www.ietf.org) and Internet Assigned Numbers Authority (http://www.iana.org) web sites to review a complete list of reserved IP multicast addresses before you select an address for your internal multicast needs. For more information about IP Multicasting, see “Implementing IP multicasting for Symposium Web Client” on page 1135.
3
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In the Multicast IP group box, type the IP multicast address that has been designated as the sending address for IP multicasting in Symposium Call Center Server.
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Accept the default IP port numbers for each statistics group.
ATTENTION Do not change the default IP port numbers assigned to the statistics groups. Symposium Web Client’s Real-Time Reporting component receives multicast statistics through these ports and will malfunction if the port numbers are changed. 5
Change the Multicast time to live (TTL) value to a value that is appropriate for your network.
ATTENTION
If packets are traveling through more than one router, you should change the Multicast TTL value to a value that is appropriate for your network and the number of routers that you use. If the TTL value is set too low, the real-time multicast statistics may not reach your application. The Default TTL value is 2 hops. Nortel Networks recommends a value between 64 and 68 hops.
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Accept the default multicast rates (5 seconds) in the Multicast Rate boxes.
ATTENTION
The fastest rate at which multicast data from Symposium Call Center Server can reach the end user in Symposium Web Client is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Symposium Call Center Server to the Symposium Web Client application server
the Output Rate at which the application server outputs data to client PCs
the Transform Rate at which the application server processes real-time statistics
The delay between the data being sent from the server in Symposium Call Center Server and arriving at the client PC is a function of all these rates; the rates on the server in Symposium Call Center Server and the application server are not synchronized. If you want to decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the application server. You should notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate in Real-Time Reporting accordingly. Example If the Symposium Call Center Server Multicast Rate is set to 2 seconds, the application server Transform Rate is set to 1 second, and the application server Output Rate is 7 seconds, then the data on the client PC will not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. You can adjust the default multicast rates in Symposium Call Center Server to a minimum value of 0.5 seconds; however, reducing the multicast rates increases the workload on Symposium Call Center Server. Adjust these rates only if you are certain that Symposium Call Center Server can handle the additional workload. For information on adjusting rates and assessing performance, see the Nortel Networks Symposium Call Center Server CapTool User’s Guide.
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Tip: If you have made an error in modifying the multicast IP group, TTL, IP ports, or the multicast rates for each port, you can restore the original values by clicking Registry Values or Default Values. If you modify any of these values and click OK or Apply, the appropriate registries are updated with your changes. If you click Registry Values after the modifications have been saved to the registry, it has no effect.
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Click Registry Value before you click Apply to retrieve the values stored in the registries. Use this option if you want to cancel a change without having to remember and retype the original values.
Click Default Value to restore the values that are set when Symposium Call Center Server is installed. Use this option if you have saved changes to the registry that have caused RSM-dependent applications to malfunction, and you want to begin again with the default RSM configuration.
Click OK.
ATTENTION To activate new RSM settings on Symposium Call Center Server (with the exception of the multicast rates), you must stop and start the Statistical Data Propagator (SDP) service. For more information, see “To activate modifications to the RSM settings: multicast IP group, TTL, and IP port” on page 83. To activate new multicast rate settings on Symposium Call Center Server, you must open the configuration utility and click Apply. Then, you must stop and restart the SDP service. For more information, see “To activate modifications to multicast rates” on page 82.
Activating modifications to multicast rates and RSM settings When you modify multicast rates, RSM continues to transmit data at the original rate until you open the Multicast Controller utility and click Apply. Then, activate the change on Symposium Call Center Server by stopping and starting the Statistical Data Propagator (SDP) service.
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You must also stop and start the SDP service when you modify the following RSM settings: the multicast IP group, TTL and IP port settings. ATTENTION
When you stop the SDP service, Symposium Call Center Server stops sending RSM data to the Symposium Web Client application server, and real-time displays do not receive data during this time; therefore, Nortel Networks recommends that you stop and start the SDP service during non-peak hours.
To activate modifications to multicast rates When you change a multicast rate in the RTD Multicast Configuration utility, you are only modifying the default value, not the current transmission rate. RSM continues to transmit data at the current rate until you open the RTD Multicast Controller utility and click Apply. After you click Apply in the RTD Multicast Controller utility, you must stop and restart the SDP Service. 1
Navigate to the folder in which the utility is installed: [drive]:\Nortel\iccm\bin
2
Double-click MulticastCtrl.exe. Result: The RTD Multicast Controller window appears.
3
Click Apply.
4
Click OK.
5
Click Start ➝ Programs ➝ Administrative Tools ➝ Services. Result: The Services window opens.
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From the list of services, select the SDP_Service.
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Click Stop.
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Click Start. Result: The system retrieves the new multicast rates from the appropriate registry, and RSM begins transmitting at the new rate.
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Click Close. Tip: If you are having problems stopping and starting the SDP_Service, you can temporarily disable it. When you disable the SDP_Service, it automatically stops running. After the service is disabled, reset it to start automatically, and then restart the service. a. In the Services window, click the SDP_Service. b. Click Startup. Result: The Service dialog box appears. c. Click Disabled. Result: The SDP_Service is disabled. d. Click OK to return to the Services window. e. With the SDP_Service highlighted, click Stop. Result: The SDP_Service stops. f.
Click Startup. Result: The Service dialog box appears.
g. Click Automatic. Result: The SDP_Service is set to automatically start when the system starts. h. Click OK to return to the Services window. i.
With the SDP_Service highlighted, click Start to restart the service.
j.
Click Close.
To activate modifications to the RSM settings: multicast IP group, TTL, and IP port 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Services. Result: The Services window opens.
2
From the list of services, select the SDP_Service.
3
Click Stop.
4
Click Start.
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Click Close. Tip: If you are having problems stopping and starting the SDP_Service, you can temporarily disable it. When you disable the SDP_Service, it automatically stops running. After the service is disabled, reset it to start automatically, and then restart the service. a. In the Services window, click the SDP_Service. b. Click Startup. Result: The Service dialog box appears. c. Click Disabled. Result: The SDP_Service is disabled. d. Click OK to return to the Services window. e. With the SDP_Service highlighted, click Stop. Result: The SDP_Service stops. f.
Click Startup. Result: The Service dialog box appears.
g. Click Automatic. Result: The SDP_Service is set to automatically start when the system starts. h. Click OK to return to the Services window.
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i.
With the SDP_Service highlighted, click Start to restart the service.
j.
Click Close.
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Testing the Real-time Statistics Multicast service Introduction After you have installed RSM on Symposium Call Center Server, or modified RSM and restarted SDP_Service, you can test the RSM service by using the Multicast Receive utility (mRcv.exe). The Multicast Receive utility displays statistical information according to the settings specified in a configuration file called mRcv.ini.
Configuring the Multicast Receive utility The Multicast Receive utility tests the RSM service’s send capabilities one port at a time. You can specify which IP address and port the utility should monitor in the [MCast] section of the mRcv.ini file. To modify the mRcv.ini file 1
Navigate to the folder in which the utility is installed: [drive]:\Nortel\iccm\bin
2
Use a text editor to open mRcv.ini.
3
Modify the IP address or the port number, or both. Note: The port numbers listed within the section bordered by # symbols in the.ini file are for reference only and list all of the acceptable port numbers that you can use in your test. See “Sample mRcv.ini file” on page 86 for an example of the information contained in a standard mRcv.ini file. Example If you want to test receipt of Skillset - Interval to date data, check the port number for Skillset - Interval to date in the .ini file, and then change the Port= setting in the [MCast] section to that port number. If Skillset - Interval to date = 6040 in the .ini file, the [MCast] section of the .ini file should be modified as follows:
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[MCast] IP=234.5.6.7 Port=6040 ATTENTION 4
The IP= value must match your IP multicast address.
Save the mRcv.ini file. After setting the parameters for your test, you can start mRcv.exe to begin the test. For more information, see “To start the mRcv application” on page 87.
Sample mRcv.ini file The sample below is the default mRcv.ini file provided by the Symposium Call Center Server installation. When you run the mRcv.exe utility, it uses this .ini file to display Skillset - Moving window data sent by RSM based on the settings in the [MCast] section at the bottom of the file (IP = 234.5.6.7 Port = 6050). Note: The list of port numbers in the mRcv.ini file is for reference only, and each line is “commented out” with the # symbol. You can use these port numbers as an easy-to-access list of valid ports that are being used in the system to display data. The only portion of the .ini file that can be modified is the [MCast] section at the bottom of the file. ########################################################### # # mRcv.ini file # # Valid port numbers are: # Application - Interval to date = 6020 # Application - Moving window = 6030 # Skillset - Interval to date = 6040 # Skillset - Moving window = 6050 # Agent - Interval to date = 6060 # Agent - Moving window = 6070 # Nodal - Interval to date = 6080 # Nodal - Moving window = 6090 # IVR - Interval to date = 6100 # IVR - Moving window = 6110 # Route - Interval to date = 6120 # Route - Moving window = 6130
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########################################################### [MCast] IP = 234.5.6.7 Port = 6050
To start the mRcv application 1
Navigate to the folder in which the utility is installed: [drive]:\Nortel\iccm\bin
2
Double-click mRcv.exe. Result: The Multicast Receive utility opens in a console window, displaying data from the port and IP address that you specified in the mRcv.ini file.
Note: mRcv.exe displays all data received on the selected port, including data that is not recognizable by RSM. All non-RSM data is identified as “Not recognized by RSM.”
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Chapter 3
Installing and configuring application server software (Windows 2000 Server) In this chapter Overview
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Section A: Windows 2000 Server guidelines
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Section B: Installing additional software on the server
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Section C: Installing the Symposium Web Client server
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Section D: Configuring the server (Windows 2000 Server)
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Section E: Security and the server (Windows 2000 Server)
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Overview Introduction This chapter includes instructions for installing and configuring software on the application server when it is running Windows 2000 Server. For instructions specific to Windows Server 2003, see Chapter 4, “Installing and configuring application server software (Windows Server 2003).” Before you install Symposium Web Client software or any additional software on your application server, be sure to complete the “Pre-installation worksheet” on page 1051. Also, follow the “Installation checklist for Windows 2000 Server/ Advanced Server” on page 1063 to ensure that you install and configure all software in the correct order. If you are using the Real-Time Reporting component or the Agent Desktop Displays component, refer to Chapter 2, “Preparing Symposium Call Center Server” before you proceed with the instructions in this chapter. This chapter explains how to complete the following procedures:
installing and configuring Windows 2000 Advanced Server/Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended) installing additional required software before you install Symposium Web Client
installing Symposium Web Client software
configuring the application server
Note: Since there are no specific guidelines or restrictions regarding the number or size of the application server partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition.
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Section A: Windows 2000 Server guidelines
In this section Overview
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Overview Before you can install the required third-party software or the Symposium Web Client application, you must complete the following procedures:
Create an NTFS partition as the primary partition on the application server. Install Windows 2000 Advanced Server/Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), including SMTP and IIS on the primary NTFS partition.
After you install and configure your selected operating system, refer to “Installing additional software on the server” on page 101 for information about installing Active Directory and Sybase Open Client.
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Symposium Web Client and replication Introduction As an optional configuration, Symposium Web Client 4.5 application servers that are running Windows 2000 Server/Advanced Server can exist in a replication environment where there is more than one application server running in the same domain. In this configuration, each Symposium Web Client application server in the replication environment is a domain controller within the same domain. For details on how to set up a replication environment, refer to the applicable Microsoft documentation, which can be found at http://www.microsoft.com/windows2000/techinfo/reskit/en-us/default.asp?url=/ windows2000/techinfo/reskit/en-us/distrib/dsbh_rep_MQEG.asp (as of the date of publication). Replication causes certain Symposium Web Client data files to be copied between replicated servers. However, not all Symposium Web Client data is replicated. The following data is replicated between servers within the same domain:
access classes
partitions
private and graphical real-time reports
real-time report filters
The data listed above is exchanged between the Symposium Web Client 4.5 application servers, so that if it is changed on one server, it is replicated to the other application servers. No other Symposium Web Client data is replicated. The data that is not replicated includes
scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files
user-created historical reports that are imported into Symposium Web Client
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real-time report exported files
Emergency Help exported files
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Notes:
The version of the Symposium Web Client software must be the same on each server within the domain. The operating system must also be the same on all servers. When restoring data to a Symposium Web Client server that is replicated, you may need to carry out an authoritative restore. See the Microsoft documentation on Active Directory replication for more information. As of the date of publication, you can find this documentation at http://www.microsoft.com/windows2000/techinfo/reskit/en-us/ default.asp?url=/windows2000/techinfo/reskit/en-us/distrib/ dsbh_rep_jfbg.asp. Replication should not be used as a method of backing up Symposium Web Client data for the following two reasons: Not all Symposium Web Client data is replicated. You cannot use replication to roll back data to a specific time, which may be required. For more details on how to back up Symposium Web Client data, refer to “Backing up Symposium Web Client data in Windows 2000 Server” on page 936.
ATTENTION
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If you have to perform a Symposium Call Center Server platform migration, after the migration is finished, Nortel Networks recommends that you restart each Symposium Web Client application server that connects to the affected server in Symposium Call Center Server.
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Windows 2000 Server/Advanced Server installation and configuration Introduction This section provides you with a high-level overview of the recommended configurations for Windows 2000 Advanced Server/Windows 2000 Server (with Service Pack 3 (minimum), Service Pack 4 or later [recommended]) that are specific to the Symposium Web Client application. This section is not intended to provide you with detailed procedures for installing Windows 2000 Server/ Advanced Server. For tips on installing the operating system software, see Appendix A, “Installation worksheets and checklists.” ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows 2000 Server/Advanced Server user called iceadmin, and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the iceadmin user account in Windows 2000 Server/Advanced Server. If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin, or as any other user.
Windows 2000 Server/Advanced Server installation checklist You can save time and effort by following the “Windows 2000 Server/ Advanced Server installation checklist” on page 1080. The items in this list describe the Windows 2000 Server components whose installation or configuration affect Symposium Web Client functions. Note: This information is not a comprehensive walk-through of the operating system’s installation process. For detailed information on Windows 2000 Server/ Advanced Server and how to install it, see the documentation that accompanies the Windows 2000 Server/Advanced Server installation CD. Planning, Installation, and Administration Guide
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Windows 2000 Server requirements When you install Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), there are several Windows components in the installation process that are required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) Terminal Services and Terminal Services Licensing. ATTENTION
As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
Note: IIS and SMTP are automatically installed if you accept the default settings in the Windows Components Wizard. To install Terminal Services, you must scroll through the list of components and check the Terminal Services and Terminal Services Licensing boxes. For more information, see the “Windows 2000 Server/Advanced Server installation checklist” on page 1080. Note: Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server because it is a domain controller.
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Upgrading to Windows 2000 Server Service Pack 3 or later After you install Windows 2000 Server, you must upgrade to Service Pack 3 (minimum), Service Pack 4 or later (recommended). You can download the files from Microsoft’s web site, or install the files from CD-ROM.
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Applying security patches to the application server Introduction Given the number of operating system security patches and the complexity inherent in any network, Nortel Networks recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, then system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel Networks recommends that you follow Microsoft’s recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel Networks also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel Networks support organizations or your distributor. Whenever possible, Nortel Networks incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel Networks recommends that customers follow Microsoft’s guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required. Note: If Symposium Web Client does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of Symposium Web Client (from the backup you made before applying the patch). For added security, always check to see if Nortel Networks has already verified the Microsoft patch for its compatibility with Symposium 98
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Web Client by going to the Symposium Web Client section of the Partner Information Center (PIC) web site at https://app12.nortelnetworks.com/cgi-bin/mynn/home/ NN_prodDoc.jsp?BkMg=0&prodID=39141&prodName=Symposium+Call+Ce nter+Web+Client+&progSrcID=8026&whereClause=23&curOid=12460&progName=Products+by+Brand+(Do cumentation). On this page, under the Tools section heading, click the link for the Symposium Service Packs and Security Hotfixes Compatibility List.
What’s next? If you did not configure a DNS server during the Windows installation, Symposium Web Client cannot find the Symposium Call Center Server systems. In this case, your next step is to manually update the HOSTS table. For more information, see “Did you configure a name resolution server?” on page 1033. If you configured a DNS server during the operating system installation, and if you have the Windows 2000 Server/Advanced Server operating system, then your next step is to install Microsoft Active Directory. For details, see “Installing Microsoft Active Directory” on page 103.
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Section B: Installing additional software on the server
In this section Overview
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Overview This section outlines the installation and configuration of two additional software applications that are prerequisites for proper Symposium Web Client functionality:
Microsoft Active Directory You must install this software after you install Windows 2000 Server/Advanced Server, but before you install Symposium Web Client. Sybase Open Client version 12.5 You must install this software to use the Historical Reporting or Contact Center Management component of Symposium Web Client. You must install this application after you install Windows 2000 Server/Advanced Server, but before you install Symposium Web Client.
Note: If you require any other third-party software (such as third-party backup utilities or antivirus software), you must install it after you install Symposium Web Client.
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Installing Microsoft Active Directory Introduction Active Directory is an information storage framework used in Windows 2000 that is required to identify network components and characteristics of your network. You must install Active Directory if your operating system is Windows 2000 Server/Advanced Server. Active Directory is not designed to hold dynamic, constantly changing data. Information in Active Directory is data that needs to be accessed quickly, but that does not change frequently. For example, the names of users in a domain and the network printers available to those users are types of information that is constantly in demand within a domain, but that does not change often. In addition to this type of data, Symposium Web Client stores Access and Partition Management data, and some Historical Reporting and Real-Time Reporting data in Active Directory. For Symposium Web Client, you cannot use an existing installation of Active Directory on the application server if it was not installed according to the procedure in this section. Instead, you must install Active Directory according to the instructions listed in “To install Microsoft Active Directory” on page 104. The new installation of Active Directory does not affect your existing installation as it is within its own domain. Note: Before you install Microsoft Active Directory, ensure that you are logged on as the Administrator or with a user name that has administrator privileges, and ensure that the computer name of the server on which you are installing Active Directory is no more than 12 characters long. The computer name can only include any one of the 52 English alphabetic characters (“A” through “Z” in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, “-”). No other characters are allowed [for example, the name cannot include any underscores (_)].
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The following procedures for Active Directory installation are a guideline only. You may need to modify the installation process to meet existing requirements at your organization if you are already using Active Directory. ATTENTION
Even if you already have a domain controller set up for your organization, make sure that you set up the Symposium Web Client application server as a domain controller for a new domain. Microsoft Active Directory’s installation wizard prompts you to indicate the type of domain controller that you want to create, and allows you to create a new domain tree for Symposium Web Client. If you do not set up the application server as a separate domain, Symposium Web Client does not function properly. The Symposium Web Client application server must be configured as a domain controller in its own domain, in its own domain forest. Since each domain forest has a separate instance of Active Directory, the Symposium Web Client Active Directory is completely separate from a customer’s corporate Active Directory and does not interfere with its operation or maintenance.
To install Microsoft Active Directory 1
Click Start ➝ Run. Result: The Run dialog box appears.
2
In the Open box, type dcpromo, and then click OK. Result: The Active Directory wizard appears.
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Click Next. Result: The Domain Controller Type window appears.
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Click Domain controller for a new domain to indicate that you are setting up the Symposium Web Client application server as the domain controller in the new domain tree (to which it will belong). Note: The Symposium Web Client application server must be configured as a domain controller in its own domain, in its own domain forest. Since each domain forest has a separate instance of Active Directory, the Symposium Web Client Active Directory is completely separate from a customer’s corporate Active Directory and does not interfere with its operation or maintenance.
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Click Next. Result: The Create Tree or Child Domain window appears.
6
Click Create a new domain tree. By creating a new domain tree, you ensure that the Symposium Web Client application server and any other domains that you add to the new domain tree at a later date share the same schema and configuration, and form a contiguous name space. For example, one domain can be symposium.webclient.com and another domain can be meridian.webclient.com. Both share the name space webclient.com, but are separate domain trees.
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Click Next. Result: The Create or Join Forest window appears.
8
Click Create a new forest of domain trees. By creating a new forest of domain trees, you indicate to Active Directory that you want to have multiple domain trees that share a common schema, configuration, and global catalog, but do not share a contiguous name space. For example, two domain trees (nortel.com and webclient.com) can belong to the same forest, but, with different names, do not form a contiguous name space.
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Click Next. Result: The New Domain Name window appears.
10
In the Full DNS name for new domain box, type <domain name>.com where <domain name> is the name of the domain tree (to which the application server will belong). However, sometimes your organization may require that you type a different format for the Full DNS name (for example, one containing the computer name, or another variation). A forest is a collection of one or more Windows 2000 domains that share a common schema and global catalog. Domain trees are used to index domain names. If you have multiple domain trees that do not form a contiguous name space (for example, the two domain trees nortel.com and webclient.com), then they form separate domain trees within the forest, instead of a single domain tree. For more information on domain trees and forests, consult the Microsoft web site.
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ATTENTION
If you did not install the Windows 2000 Server operating system and are unsure of the name that was assigned to this computer, open the System dialog box in Control Panel and check the Network Identification tab. If you included the computer name as part of the Full DNS name, note that it can be a maximum of 12 characters only, and can only include any one of the 52 English alphabetic characters (“A” through “Z” in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, “-”). No other characters are allowed [for example, the name cannot include any underscores (_)]. Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. You cannot change the domain name after you install Symposium Web Client. To change the domain name, you must uninstall and reinstall the software with the new name. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores.
11
Click Next. a. If you typed the computer name (the name of the Web Client application server) as part of the Full DNS name in step 10, and this name is registered in your LAN domain controller, then the Active Directory installer detects the registration and displays the following dialog box with a message indicating that the computer name you entered has been modified slightly to resolve name conflicts on the network:
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The Active Directory Installer adds a zero (0) to the computer name that you typed in the New Domain Name window. For example, if you typed “Tigris” as the domain name, Active Directory modifies it to “Tigris0” to create a new name and, therefore, resolve the name conflict.
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b. Click OK to close the dialog box. Result: The NetBIOS Domain Name window appears and displays a name for the NetBIOS domain. This is the first part of the fully qualified domain name that you entered in the New Domain Name window (or the computer name if you entered it as part of the Full DNS name).
ATTENTION
12
Nortel Networks recommends that you do not change the name that appears in the Domain NetBIOS name box. If Windows 2000 Server’s setup discovers a name conflict, it modifies the name that you enter, adding a zero (0) at the end. Nortel Networks recommends that you do not remove the zero from the computer name displayed in the Domain NetBIOS name box. However, some organizations may require that you type a different Domain NetBIOS name.
Click Next. Result: The Database and Log Locations window appears.
13
In Database location and Log location, you can accept the defaults, type new paths, or click Browse and navigate to a new path for each location. The path and folder that appear in this window become the location of the
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Active Directory databases. Active Directory can be installed on any drive on the server, provided it has enough space. Note: The drive letter shown in the following graphic may not match the default drive letter that appears on your server. Choose the appropriate drive and path for the Active Directory database and log.
14
Click Next. Result: The Shared System Volume window appears.
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In Folder location, you can accept the default path, type a new path, or click Browse to navigate to a new path.
16
Click Next. Result: If a dialog box appears indicating that the Active Directory Installer was unable to contact the DNS server that handles the application server, this is normal.
Active Directory is unable to contact the DNS server because you have just created a new computer name that is not registered in the LAN DNS. If this dialog box does not appear, proceed to step 18. 17
Click OK to proceed with the installation. Result: The Configure DNS window appears.
18
Click Yes, install and configure DNS on this computer. Note: For proper Symposium Web Client functionality, you must select this option.
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Click Next. Result: The Permissions window appears.
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Click Permissions compatible with pre-Windows 2000 servers.
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Click Next. Result: The Directory Services Restore Mode Administrator Password window appears.
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In the Password and Confirm password boxes, type the password for Directory Services on the application server. Tip: Nortel Networks recommends that you use the same password for Directory Services that you use to log on to Windows 2000 Server as the Administrator.
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Click Next. Result: The Summary window appears.
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Confirm the Active Directory options listed in the Summary window, and then click Next. Result: The Configuring Active Directory window appears. The system begins the installation when it completes the configuration.
Note: If you did not install and configure the DNS in step 18, the Skip DNS button appears. Do not click this button. DNS must be installed for Web Client to function properly. Result: When the system completes the installation, the Completing the Active Directory Installation Wizard window appears.
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Click Finish. Result: The Active Directory Installation Wizard’s restart dialog box appears.
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Click Restart Now. Result: The system restarts.
Configuring DNS on the application server To ensure that Active Directory functions properly, you must ensure that DNS is correctly configured by performing the following tasks: 1.
Ensure that the loop back address of the application server is configured as the preferred DNS server.
2.
Configure DNS to support forwarding.
3.
Stop and restart the Netlogon service.
To add the loop back address of the application server to the TCP/IP properties Perform this procedure on the application server after you have installed Active Directory and have restarted the server. This procedure helps you to avoid error messages that can occur when the loop back address of the application server is not listed at the top of the TCP/IP Properties window. 1
On the desktop, right-click My Network Places, and then click Properties.
2
Right-click the appropriate connection object, and then click Properties.
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Click Internet Protocol (TCP/IP), and then click Properties. Result: The Internet Protocol (TCP/IP) Properties window opens.
4
In the Preferred DNS server box, ensure that the loop back address (that is, 127.0.0.1) appears in the box and proceed to step 5. If the loop back address (that is,127.0.0.1) does not appear in the Preferred DNS server box, you must follow the steps below to set the preferred DNS server to 127.0.0.1. a. Click Advanced. Result: The Advanced TCP/IP Settings window appears. b. Click the DNS tab. Result: The DNS tab opens.
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c. In the DNS server addresses, in order of use box, select any IP addresses in the box and click Remove. d. Click OK. Result: A message appears warning you that the DNS server list is empty and that the local IP address will be configured as the primary DNS server address. e. Click OK. 5
Click OK.
6
Verify that 127.0.0.1 appears in the Preferred DNS server box of the Internet Protocol (TCP/IP) Properties window by repeating steps 1 - 3.
7
Close all windows to complete the procedure.
To configure DNS to support forwarding 1
Click Start ➝ Programs ➝ Administrative Tools ➝ DNS. Result: The DNS window appears.
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In the left pane, click the plus (+) sign next to the Forward Lookup Zone folder. Result: The folder expands.
3
If any of the subfolders in the Forward Lookup Zone folder start with “.”, right-click on the “.” folder and select Delete from the resulting popup menu.
4
In the left pane, right-click the DNS server icon, and select Properties from the resulting popup menu. Result: The server properties window appears.
5
Click the Forwarders tab. Result: The Forwarders tab appears.
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Select the Enable Forwarders checkbox.
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In the IP address box, enter the address of the first DNS server to which you want to forward requests.
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Click Add.
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Enter any other DNS servers to which requests may be forwarded.
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Close all windows.
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Restart the DNS server service.
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Restart the application server.
To stop and restart the Netlogon Service 1
Click Start ➝ Settings ➝ Control Panel.
2
Click Services. Result: The Services window opens.
3
From the list of services, select the Netlogon Service.
4
Click Stop.
5
Click Start.
What’s next? Install Sybase Open Client, and then install Symposium Web Client. Note: You must have the Symposium Web Client CD-ROM on hand for these next two procedures.
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Installing Sybase Open Client on the application server Introduction You must install Sybase Open Client version 12.5 to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the application server. Note: If you have Sybase version 12.0 installed on the application server, then you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the application server, then you must uninstall it before you install version 12.5. For information on uninstalling the software, see “Uninstalling Sybase Open Client” on page 986. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For details, see “To upgrade the Sybase 12.5 ODBC driver” on page 126. To verify the version of Sybase Open Client that is already installed If the server already has Sybase Open Client installed, perform the following procedure to verify the version of the software before upgrading to Sybase Open Client 12.5: 1
On the server, click Start ➝ Settings ➝ Control Panel.
2
Click System. Result: The System Properties window appears.
3
Click the Advanced tab.
4
Click Environment Variables. Result: The Environment Variables window appears.
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Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
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To install Sybase Open Client You can use this procedure to install Sybase Open Client version 12.5 for the first time, or to upgrade from version 12.0. Symposium Web Client only functions with Sybase Open Client 12.5. If the application server already has a version of Sybase installed that is newer than version 12.5, then you must uninstall it completely before installing version 12.5. For information on uninstalling Sybase software, see the “Uninstalling Sybase Open Client” on page 986. Tip: Insert the Symposium Call Center Web Client CD in the CD-ROM drive. 1
Click Start ➝ Settings ➝ Control Panel.
2
Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-clicked the Sybase Open Client version 12.5 setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Server Install Failure dialog box appears. This
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occurs because Terminal Services must be in Install Mode before you can install an application.
To switch Terminal Services to Install Mode, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode. 3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears.
6
Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D:\ is the CD-ROM drive.
7
Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
8
Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
9
Click Standard Install, and then click Next. Result: The Choose Directory window appears.
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If you are installing the software for the first time, type a custom location in which to install the software, or accept the default location shown. Nortel Networks recommends that when you are upgrading from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E: in a folder called Sybase, then you type E:\Sybase. However, if you do not know this location, then
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you can type a custom location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
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When choosing a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears, displaying the components being installed.
12
Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files will be copied.
13
Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program. If you are upgrading to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/reinstall these Sybase files:
replace mchelp.dll Version 12.0 with version 12.5.0.0
replace mclib.dll Version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Since the file is optional, your choice does not affect the Sybase installation:
replace Power Dynamo Version 3.0.0 with version 3.5.2
If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. Note: If a window with the following message appears, click OK: COMCTL32.DLL - The system does not need this update.
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When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components. 14
Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION
Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
15
Click OK.
16
Close the Control Panel window. Continue with the procedure below, “To upgrade the Sybase 12.5 ODBC driver.”
To upgrade the Sybase 12.5 ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. Notes:
1
For further instructions, see the instructions.txt file, which is located in the EBF11113 folder on the Symposium Web Client CD-ROM. If you already have Sybase Open Client 12.5 installed on the application server and are upgrading Symposium Web Client 4.5 from one build to the next, then you must still perform this procedure to upgrade the Sybase Open Client 12.5 ODBC driver before upgrading the Symposium Web Client software. On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
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a. Click Start ➝ Run. b. In the Open box, type iisreset, and then click OK. 3
Install the updated driver, EBF11113, as follows: a. On the application server, open an MS-DOS prompt, and then navigate to the root directory of the Symposium Web Client CD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver, %SYBASE% is the environment variable containing the directory location of Sybase Open Client 12.5 software installed on the application server, and C:\EBF11113.TXT is the log file that you can use to verify if all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash ( / ), followed by the letter shown. 4
On the application server, verify that the system successfully updated the driver as follows: a. Click Start ➝ Programs ➝ Administrative Tools. b. Click the Data Sources (ODBC) icon. Result: The ODBC Data Source Administrator window appears. c. Click the Drivers tab. d. In the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. Note: If the ODBC driver version is not 4.10.00.49, then open the log file, C:\EBF11113.txt, to verify if there were any error messages recorded during the xcopy. Following a successful update, the text file contains results similar to those listed below:
EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp Planning, Installation, and Administration Guide
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EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
What’s next? Install Symposium Web Client.
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Section C: Installing the Symposium Web Client server
In this section Overview
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Overview Introduction The procedures in this section detail how to install Symposium Web Client on the application server when it is running the Windows 2000 Server operating system. The Web Client installation wizard requires approximately 5 minutes to acquire configuration information and to perform the installation. Before you begin, check for updates in any installation addenda posted on the appropriate web site:
http://www.nortel.com (for end customers)
http://www.nortel.com/prd/picinfo/ (for distributors)
Minimum requirements Note: The system requirements and installation procedures apply to Symposium Web Client and the Symposium Configuration Tool. Before you install and use Symposium Web Client, you must ensure that the following Windows components and third-party software have been installed and configured on the application server:
Windows 2000 Server/Advanced Server Service Pack 3 or later
Internet Information Services (IIS) with SMTP
Note: You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation.
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Microsoft Active Directory Terminal Services and Terminal Services Licensing (required only for the Script Manager or Editor portion of the Scripting component) Sybase Open Client version 12.5 (required for Historical Reporting and Contact Center Management) Symposium Call Center Web Client
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If the Symposium Web Client setup wizard does not detect these programs or components on the application server, it terminates the installation process. Before you install Symposium Web Client, you must decide if you are installing Symposium Web Client as the default web site on the application server, or if you are installing it as a virtual directory on an existing web site. See “Web sites and virtual directories” on page 1166 for more information on how to determine the type of web site that best suits your company’s needs. ATTENTION
Nortel Networks recommends that you install Symposium Web Client as the default web site, reserving the application server solely for the use of Symposium Web Client.
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Installing Symposium Web Client (Windows 2000 Server) Introduction You must have administrator privileges in Windows 2000 Server to install Symposium Web Client. After you install the software from the Symposium Web Client CD, apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. Service updates are no longer supplied on a supplementary CD for Symposium Web Client. To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Note: You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation. To install Symposium Web Client on the application server
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1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel.
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Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-clicked the Symposium Web Client setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Services Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
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To switch Terminal Services to Install Mode and install Symposium Web Client, select the Add/Remove Programs link in the dialog box. The Add/ Remove Programs window appears, and Terminal Services automatically switches to Install Mode.
4
Click Add New Programs.
5
Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
7
Click Next. Note: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum
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requirements listed on page 130 are not met. If all requirements are met, then the installation continues. Result: The Symposium Web Client Setup Wizard window appears.
8
Click Next. Result: If you are reinstalling Symposium Web Client, the system prompts you to restore customer data.
a. Click Yes if you want to restore previously saved data. b. Click No if you do not want the system to restore previously saved data. The system does not restore the data, but it does not delete the data
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from the application server. The data remains in a temporary folder on the application server. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
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Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information.
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b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client. 11
Click Next. Result: The Soap Configuration Parameters window appears.
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In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name. If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
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Click Next. Result: The Configuration Parameters window appears.
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In the Enter Active Directory Server name box, accept the default name of the Active Directory server, and then click Next. ATTENTION
Do not change this default name. This is the NetBIOS Domain name that was provided when Active Directory was installed on the application server. For more information, see “Installing Microsoft Active Directory” on page 103. If the default name that appears in the Enter Active Directory Server name box is different from the NetBIOS Domain name, an error message appears, indicating that you must ensure these two computer names are the same before the installation can continue.
Result: The Web Site Type window appears.
13
You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166.
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To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166. 14
Click Next. Result: The Setup Type window appears.
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Select one of the following setup types: Symposium Call Center Web Client
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Complete: Click Complete to install all Symposium Web Client components and proceed to 19.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Planning, Installation, and Administration Guide
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Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 17
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 18
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 21
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality.
22
In the Old Password box, type the old password for this account. Notes:
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You are required to type the old password if you are upgrading from Symposium Web Client Release 4.5 SU02 to a later release, or if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the Old Password in this step.
If you are installing Symposium Web Client for the first time, the Old Password box is disabled. In this case, skip to the next step.
If you are upgrading from Symposium Web Client Release 4.0 SU08, or Release 4.5 GA, then the previous password for this account is automatically supplied. In this case, skip to the next step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Changing the iceadmin user account password” on page 174.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Real-Time Reporting” on page 198.
24
In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates.
25
Click Next. Result: The Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: The Completing the Symposium Web Client Setup Wizard window appears.
27
Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
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Click Yes to restart your computer.
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What’s next? 1.
Download and apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at www.nortel.com. To register for this web site, follow the instructions listed at http://nortel.com/register.
2.
Upgrade the version of Internet Explorer that installs by default with Windows 2000 Server from Version 5.0 to Version 6.0 with Service Pack 1 or later so support personnel can access the application server. For details, see “Upgrading Internet Explorer on the application server” on page 152.
3.
Optionally, you can now install the XML automated assignments feature, which is used in conjunction with the Contact Center Management component. This feature enables you to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. For information on installing this feature, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841. If you do not want to install this feature, then proceed directly to upgrading Internet Explorer and configuring Symposium Web Client on the application server. For more information, see “Upgrading Internet Explorer on the application server” on page 152.
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Upgrading Internet Explorer on the application server You must upgrade the version of Internet Explorer that installs by default with Windows 2000 Server from Version 5.0 to Version 6.0 with Service Pack 1 or later so support personnel can access the application server. Notes:
The following procedure outlines how to upgrade Internet Explorer through the Microsoft utility on the Internet. When you perform this procedure, the utility enables you to upgrade only to Internet Explorer Version 6.0 Service Pack 1 (or later). While Nortel Networks recommends that you normally do not use the application server to download files directly from the Internet (since this can pose a security risk), the following procedure requires that you download the Internet Explorer upgrade package directly to the application server. If you have a security policy that prohibits you from downloading files from the Internet, then you must either request that a member of your IT support staff obtain and install the full Internet Explorer 6.0 Service Pack 1 package, or you must order the upgrade on CD-ROM from the following Microsoft web site: (http://www.microsoft.com/windows/ie/ordercd/ ie6sp1.mspx).
To upgrade Internet Explorer on the application server 1
Open Internet Explorer and, on the menu, click Help ➝ About Internet Explorer. Result: The About Internet Explorer window appears.
2
Click Update Information. Result: The Internet Explorer High Encryption Pack window appears in the browser.
3
In the Search box, type Internet Explorer 6.0.
4
Click Search. Result: The Search Results window appears.
5
Click the latest Internet Explorer 6.0 Service Pack. Result: The Internet Explorer 6.0 Service Pack and Internet Tools window appears.
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Select the language version of your choice, and then click Download Now. Result: The File Download dialog box appears with the Save this program to disk radio button selected by default.
7
Click OK and save the ie6setup.exe file to the folder of your choice. Note: You cannot run the ie6setup.exe file from the web site when upgrading the application server. You must save the file on the application server’s hard disk.
8
Click Start ➝ Settings ➝ Control Panel. Result: The Control Panel window appears.
9
Double-click Add/Remove programs. Result: The Add/Remove programs window appears.
10
Double-click Add New Programs. Result: The Add New Programs window appears.
11
Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
12
Click Next. Result: The Run Installation Program window appears.
13
Click Browse and navigate to the folder in which you saved the ie5setup.exe file that you downloaded from the Microsoft web site.
14
Click ie6setup.exe, and then click Open. Result: The Run Installation Program window reappears with the path to the ie6setup.exe file in the Open text box.
15
Click Next. Result: The Welcome to Setup for Internet Explorer and Internet Tools window appears.
16
Click I accept the agreement, and then click Next. Result: The Initializing Setup window appears briefly and is replaced by the Windows Update: Internet Explorer and Internet Tools window.
17
Click Next. Result: The Download Sites window appears.
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Select the region from which Windows should get any additional files required for Service Pack 1, and then click Next. Result: The Progress window appears and the installation begins. When the installation is complete, the Restart Computer window appears.
19
Click Finish to restart your system.
What’s next? Your next step is to configure Internet Explorer. For more information, see the procedure “Configuring Internet Explorer” on page 163.
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Installing or repairing individual Symposium Web Client components Introduction You can repair corrupted files for a component in Symposium Web Client by reinstalling that particular component. You can also add new Symposium Web Client components after the initial installation.
Repairing a damaged Symposium Web Client component You can repair a damaged Symposium Web Client component, using the Add/ Remove Programs feature in Windows. To repair a damaged Symposium Web Client component 1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel.
3
Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears. Note: If you double-clicked the Symposium Web Client setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Services Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application. To switch Terminal Services to Install Mode and install Active Directory, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode.
4
Select Symposium Web Client from the list of installed programs.
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Click Change. Result: The Welcome to the Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Program Maintenance window appears.
7
Click Repair.
8
Click Next. Result: The Ready to Repair the Program window appears. Note: You do not have to identify which components are malfunctioning. Symposium Web Client checks all of its components to identify those that require repair.
9
Click Next. Result: The Repair window appears and the repair process begins. A repair completion message appears when the repair is finished.
10
Click Finish to close the Repair window. Result: The Symposium Web Client Installer Information dialog box prompts you to restart your computer.
11
Click Yes to restart the system.
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Installing an individual Symposium Web Client component To install Real-Time Reporting, Historical Reporting, or Agent Desktop Displays in Symposium Web Client, run the Symposium Web Client installation program, enter a new keycode, and then install the component. After you add the Historical Reporting component, you must install and configure Simple Mail Transfer Protocol (SMTP) on the application server if you want to take advantage of Historical Reporting’s e-mail notification feature. See “To configure the SMTP server” on page 209. To install an individual Symposium Web Client component 1
Insert the Symposium Web Client CD in the application server’s CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel.
3
Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears. Note: If you double-clicked the Symposium Web Client setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Services Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application. To switch Terminal Services to Install Mode and install Active Directory, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode.
4
Select Symposium Web Client from the list of installed programs.
5
Click Change. Result: The Welcome to the Symposium Call Center Web Client Setup window appears.
6
Click Next. Result: The Program Maintenance window appears with the system default as Modify.
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Click Next. Result: The Custom Setup window appears and lists the Symposium Web Client components. The components that are not installed are preceded by an X.
8
Click the drop-down arrow beside the name of the component that you want to add. Note: You must install individual components from the Symposium Web Client application CD-ROM. You cannot install individual components from an upgrade setup.exe file.
9
On the resulting pop-up menu, click This feature will be installed on local hard drive.
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Click Next. Result: The Ready to Modify the Program window appears.
11
Click Install. Result: The Installing Symposium Call Center Web Client window appears with a status bar that displays the progress of the installation process. When the installation is complete, the Completing Symposium Call Center Web Client Setup Wizard window appears.
12
Click Finish. Result: The Symposium Call Center Web Client Installer Information window appears.
13
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Click Yes to restart the system.
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Section D: Configuring the server (Windows 2000 Server)
In this section Overview
162
Configuring Internet Explorer
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Changing the iceadmin user account password
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Configuring multiple language support
177
Configuring multiple language support in Agent Desktop Displays
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Configuring Symposium Web Client components
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Configuring Real-Time Reporting
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Configuring Emergency Help
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Configuring Historical Reporting
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Configuring Scripting
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Configuring Agent Desktop Displays
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Overview Introduction This section includes instructions on the following:
configuring Internet Explorer 6.0 Service Pack 1 (or later). You must perform this procedure on the application server if you want to use it as a client PC in Symposium Web Client. changing the iceadmin password (this procedure is optional) configuring Symposium Web Client for multiple language support (this procedure is mandatory only if you are working in multiple languages) configuring each of the Symposium Web Client components that you have installed before you use them (these procedures are mandatory)
For details, see the appropriate section below.
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Configuring Internet Explorer Introduction Within this section are instructions for configuring Internet Explorer 6.0 or later. You must configure this version of the browser (or later) on the application server if you want to use it as a client PC.
To configure Internet Explorer 6.0 or later When you configure Internet Explorer 6.0 or later with the latest supported service pack, you need not enable all cookies to view web sites that use cookies (such as Symposium Web Client). Instead, Internet Explorer 6.0 enables you to view these web sites by either configuring them as Trusted Sites and disabling cookies, or by customizing the cookie handling for these particular sites. Note: For information about security issues and Internet Explorer, see “ActiveX control security” on page 638. When you configure Internet Explorer 6.0 or later with the latest supported service pack, you have three configuration options. The step-by-step procedures for each option follow:
Option 1 Configure the application server as a Trusted Site and either disable all cookies, or block cookies to the desired level of security. Option 2 Do not configure the application server as a Trusted Site, but override cookie handling for the application server. With this option, you can use advanced cookie handling to disable session cookies. Option 3 Do not configure the application server as a Trusted Site and do not override cookie handling for the application server. Instead, set the slider on the Privacy tab to High, or use the advanced cookies settings to set the desired security level. In this latter case, however, you must select Always allow session cookies.
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Option 1 - To configure Internet Explorer 6.0 (with the application server set as a Trusted Site) Perform the following procedure to configure Internet Explorer 6.0 and later on the application server if you want to use it as a client PC. In this procedure, you set the application server as a Trusted Site and you disable all cookies, or set the cookie handling to the desired level of security. 1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
3
Click the Security tab.
4
Click the Trusted Sites icon.
5
Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX controls not marked safe for scripting
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first time it is required by the Contact Center Manager Administration component in which you are working. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control.
8
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Ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Symposium Call Center Web Client
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Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
10
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
11
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
12
Click the Privacy tab to choose the way you want to handle cookies:
To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top.
Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites window appears.
17
Deselect the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, enter the server name or IP address for your application server.
19
Click Add. Note: If you used the fully qualified domain name in the SOAP Configuration Parameters window when you installed Symposium Web Client on the application server, then you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box, and then click Add.
20
Click Close to return to the Internet Options window.
21
Click the Local intranet icon.
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Click Custom Level. Result: The Security Settings window for the local intranet appears.
23
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
Download signed ActiveX controls
Finally, ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Note: If you select Prompt for the Download signed ActiveX controls item, the browser displays a security warning window when you first access a web page that needs to download signed ActiveX controls to your client PC. The window displays the digital certificate used to sign the control. 24
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
25
Click the Advanced tab.
26
Under Browsing, deselect the Reuse windows for launching shortcuts check box.
27
Click OK to exit the Internet Options window.
28
Restart Internet Explorer 6.0 to activate your changes.
Option 2 - To configure Internet Explorer 6.0 (do not set the application server as a Trusted Site and override cookie handling) Perform the following procedure to configure Internet Explorer 6.0 and later on the application server if you want to use it as a client PC. In this procedure, you do not configure the application server as a Trusted Site, and you override cookie handling for the application server. With this option, you can use advanced cookie handling to disable session cookies.
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1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
3
Click the Security tab.
4
Click the Internet icon.
5
Click Custom Level. Result: The Security Settings window for the Internet appears.
6
7
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX controls not marked safe for scripting
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first time it is required by the Contact Center Manager Administration component in which you are working. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control.
8
Ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls.
9
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
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10
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
11
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
12
Click the Local intranet icon.
13
Click Custom Level. Result: The Security Settings window for the local intranet appears.
14
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
Download signed ActiveX controls
Finally, ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Note: If you select Prompt for the Download signed ActiveX controls item, the browser displays a security warning window when you first access a web page that needs to download signed ActiveX controls to your client PC. The window displays the digital certificate used to sign the control. 15
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
16
Click the Privacy tab to override cookie handling for the application server web site.
17
Click Edit. Note: The Edit button is disabled if the slider is set to either Block All Cookies or Accept All Cookies. To enable the Edit button, move the slider to the desired level between these two settings. Result: The Per Site Privacy Actions window appears.
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In the Address of Web Site box, type the IP address of the Symposium Web Client application server.
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Click Allow to enable your browser to always accept cookies for the application server.
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Click OK.
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Click Advanced. Result: The Advanced Privacy Settings window appears.
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Select Override automatic cookie handling.
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Choose the desired level of privacy for first-party and third-party cookies. To block all cookies, click Block.
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To disallow session cookies, ensure the check box beside Always allow session cookies is unchecked.
25
Click Apply.
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Click the Advanced tab.
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Under Browsing, deselect the Reuse windows for launching shortcuts check box.
28
Click OK to exit the Internet Options window.
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Restart Internet Explorer 6.0 to activate your changes.
Option 3 - To configure Internet Explorer 6.0 (do not set the application server as a Trusted Site, do not override cookie handling for the application server, but set the privacy to High and always allow session cookies) Perform the following procedure to configure Internet Explorer 6.0 with Service Pack 1 (or later) on the application server if you want to use it as a client PC. In this procedure, you do not configure the application server as a Trusted Site, nor do you override cookie handling for the application server. However, you set the privacy level for cookies to High, or you use the advanced cookie options to override cookie handling (in which case you must always allow session cookies). 1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
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Click the Security tab.
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Click the Internet icon.
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Click Custom Level.
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Result: The Security Settings window for the Internet appears. 6
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Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX controls not marked safe for scripting
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first time it is required by the Contact Center Manager Administration component in which you are working. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control.
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Ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls.
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Under the Downloads heading, ensure that Enable is selected for the following:
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Automatic prompting for file downloads
File download
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
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Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
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Click the Local intranet icon.
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Click Custom Level. Result: The Security Settings window for the local intranet appears.
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Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
Download signed ActiveX controls
Finally, ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Note: If you select Prompt for the Download signed ActiveX controls item, the browser displays a security warning window when you first access a web page that needs to download signed ActiveX controls to your client PC. The window displays the digital certificate used to sign the control. 15
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
16
Click the Privacy tab.
17
Choose the level of cookie handling: a. Drag the slider to High. OR a. To override automatic cookie handling, click Advanced. Result: The Advanced Privacy Settings window appears. b. Select Override automatic cookie handling. c. Click the desired level of security for first-party and third-party cookies.
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d. Select Always allow session cookies. e. Click OK. 18
Click Apply.
19
Click the Advanced tab.
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Under Browsing, deselect the Reuse windows for launching shortcuts check box.
21
Click OK to exit the Internet Options window.
22
Restart Internet Explorer 6.0 to activate your changes.
Disable pop-up blockers For Contact Center Manager Administration components to function correctly, you must configure Internet Explorer to allow pop-ups from Contact Center Manager Administration. You can configure pop-ups in one of two ways: 1.
Allow pop-ups from Contact Center Manager Administration only
2.
Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select this option, pop-ups are permitted from all Web sites.
To allow pop-ups from Contact Center Manager Administration 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
3
Click the Privacy tab. Result: The Privacy page appears. If the Block pop-ups check box (for Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites and the Settings button is disabled. Clear the check box.
4
Click Settings. Result: The Pop-up Blocker Settings page appears.
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In the Address of website to allow box, type the Contact Center Manager Administration URL.
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Click Add.
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Click Apply.
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Click OK.
To turn off the pop-up blocker for Internet Explorer 6.0 or later 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
3
Click the Privacy tab.
4
For Internet Explorer 6.0, clear the Block pop-ups check box. OR For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
5
Click Apply.
6
Click OK.
What’s next? You can now configure the Symposium Web Client components that you have installed on the application server. For details, see “Configuring Symposium Web Client components” on page 197.
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Changing the iceadmin user account password After you have installed Symposium Web Client and have specified a custom password for the iceadmin user account, you can change the password for this account by performing the procedure in this section. This procedure is optional. Note: If you have forgotten or misplaced the iceadmin password, then you must reset it. For details, see “Have you forgotten the iceadmin password?” on page 1035. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows user called iceadmin and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceadmin user account in Windows.If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin or as any other user.
To change the password for the iceadmin user account Note: You must be logged on as a user with administrator privileges before you perform this procedure.
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1
Click Start ➝ Programs ➝ Symposium Web Client ➝ Configuration.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
4
In the Old Password box, type the old password for this account.
5
In the New Password box, type the new password for the iceadmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Configuring multiple language support Introduction You can configure the Symposium Web Client application server so that you can connect to and work with a Symposium Call Center Server upon which a version of the software other than English has been installed. The steps that you must perform, however, vary according to the language in which you want to work. In addition to English, Symposium Web Client supports the following languages:
French
German
Traditional Chinese
Japanese
The Symposium Web Client CD-ROM includes a separate language pack for each of these languages. Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you have chosen.
Language families Language families can be identified by their character sets:
Latin-1 Windows uses the Latin-1 character set to display the Western European languages supported by Symposium Web Client (French and German). These languages fall into the Latin-1 family. Traditional Chinese and Japanese Both Traditional Chinese and Japanese have distinct multi-byte character sets and, therefore, belong to individual language families (the Traditional Chinese family and the Japanese family).
English is the exception in that it is not specific to character sets; it is included in all language families.
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For Symposium Web Client to function properly, the language family must be the same across all platforms in the network—the application server, client PCs, and Symposium Call Center Server. This means that you can mix operating systems across each of these platforms, as long as they belong to the same language family. Example: Latin-1 languages In your network, you can have a server in Symposium Call Center Server that has an English operating system, an application server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin-1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC’s browser determines the language in which the application appears. This is particularly useful if your call center supports multiple languages, such as English and French. In this scenario, agents in the call center can choose whether they want to view Symposium Web Client in English or French (or even German since it belongs to the same language family), just by changing the browser settings on their PC. Example: Japanese If you want to display and enter Japanese text in Symposium Web Client, then you must install the appropriate version of the Japanese operating system on the server in Symposium Call Center Server, the application server, and each client PC. You must also configure the server in Symposium Call Center Server to handle Japanese, install the Japanese language pack on the application server, and configure the browser’s language preferences for Japanese on both the application server and client PCs. In this scenario, agents in the call center can choose whether they want to view Symposium Web Client in English or Japanese just by changing the browser settings on their PC. Note: While it is possible to switch from Japanese to English and vice versa, it is not possible to switch from Japanese to Traditional Chinese since these languages belong to different language families.
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Overview of steps for configuring multiple language support The steps that you must perform for configuring multiple language support differ according to the language in which you want to work. For information on configuring systems to display French and German, see “Steps for Latin-1 configurations (French and German)” on page 179; for Japanese, see “Steps for Japanese configurations” on page 180; and for Traditional Chinese, see “Steps for Traditional Chinese configurations” on page 182. Note: You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Steps for Latin-1 configurations (French and German) On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. Ensure that you have installed Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended) with Latin-1 language support (or the localized version of the operating system).
ATTENTION
When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the language pack of your choice (either French or German). For more information, see “To install a language pack” on page 183.
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In Internet Explorer, change the language preferences to display the language of your choice. For more information, see “To set the language preferences in Internet Explorer” on page 188. Edit the locales.dat file to reflect the Latin-1 language family. For more information, see “To edit the locales.dat file” on page 190.
On the client PCs:
In Internet Explorer, change the language settings to display the language of your choice. For more information, see “To set the language preferences in Internet Explorer” on page 188.
Note: If the operating system on the application server, client PC, and Symposium Call Center Server belongs to the same language family, and you have installed the French and German language packs on the application server, then users in the same call center can view Symposium Web Client in French, English, or German simply by changing the language preference settings in their browser. This is particularly useful in a call center that supports multiple languages, such as English and French. On Symposium Call Center Server
Ensure that the Symposium Call Center Server Release 4.0 or 4.2 US English software is installed, along with the US English version of Windows 2000 Server (or the appropriate localized version).
Steps for Japanese configurations On the application server
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Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed.
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Ensure that you have installed the Japanese version of Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended).
ATTENTION
When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the Japanese language pack. For more information, see “To install a language pack” on page 183. In Internet Explorer, change the language preferences to display Japanese. For more information, see “To set the language preferences in Internet Explorer” on page 188. On the application server, change the Windows regional settings to Japanese. For more information, see “To change the Windows Regional Settings” on page 189. Edit the locales.dat file to reflect the Japanese language family. For more information, see “To edit the locales.dat file” on page 190.
On the client PCs:
Install the Japanese version of the operating system (Windows 2000/XP/ Server 2003). In Internet Explorer, change the language settings to display Japanese. For more information, see “To set the language preferences in Internet Explorer” on page 188.
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On Symposium Call Center Server:
Ensure that the NS040206SU08S PEP (or later) and the N10402JAPANESE PEP are installed on a server running the Symposium Call Center Server Release 4.2 US English software. Ensure that the Japanese version of Windows 2000 Server is installed.
Steps for Traditional Chinese configurations On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. Ensure that you have installed the Traditional Chinese version of Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended).
ATTENTION
182
When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the Traditional Chinese language pack. For more information, see “To install a language pack” on page 183. In Internet Explorer, change the language preferences to display Traditional Chinese. For more information, see “To set the language preferences in Internet Explorer” on page 188. On the application server, change the Windows regional settings to Traditional Chinese. For more information, see “To change the Windows Regional Settings” on page 189. Edit the locales.dat file to reflect the Traditional Chinese language family. For more information, see “To edit the locales.dat file” on page 190. Symposium Call Center Web Client
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On the client PCs:
Install the Traditional Chinese version of the operating system (Windows 2000/XP/Server 2003). In Internet Explorer, change the language settings to display Traditional Chinese. For more information, see “To set the language preferences in Internet Explorer” on page 188.
On Symposium Call Center Server:
Ensure that the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP are installed on a server running the Symposium Call Center Server Release 4.2 US English software.
To install a language pack The Symposium Web Client CD-ROM includes four language packs:
French
German
Japanese
Traditional Chinese
Follow the procedure in this section to install a language pack on the application server. Notes:
Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. For more information, see “To uninstall a language pack” on page 187. To work in multiple languages in the Agent Desktop Displays component, you must perform a different series of steps. For more information, see “Configuring multiple language support in Agent Desktop Displays” on page 192.
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1
Click Start ➝ Settings ➝ Control Panel.
2
In the Control Panel window, click Add/Remove Programs.
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Result: The Add/Remove Programs window appears.
Note: If you double-clicked the .exe file for the language pack on the Symposium Web Client CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
To switch Terminal Services to Install Mode and install the language pack, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode. 3
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
6
Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Symposium Web Client CD-ROM, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
7
In this folder, click the .exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
8
Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
10
Click Install. Result: The Installing Symposium Web Client - X Language Pack window appears (where X is the language you have chosen).
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The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
12
Click Finish. Tip: You can view the language packs that you have installed on the server by clicking Start ➝ Settings ➝ Control Panel. Then click Add/Remove Programs. The Add/Remove Programs window lists the language packs installed on the server and their version numbers.
To uninstall a language pack Note: Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. 1
Click Start ➝ Settings ➝ Control Panel.
2
In the Control Panel window, click Add/Remove Programs.
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3
In the Add/Remove Programs window, highlight the language pack that you want to uninstall.
4
Click Remove.
5
The program asks you to confirm your choice. Click Yes.
6
The program removes the language pack from the application server.
To set the language preferences in Internet Explorer You must perform this procedure on each client PC that will be connecting to the application server to use Symposium Web Client. Perform this procedure on the application server only if you will also be using it as a client PC. Note: In addition to these steps, you must also set the proper security level settings in the browser. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 1
In Internet Explorer, click Tools ➝ Internet Options. Result: The Internet Options window appears.
2
Click Languages. Result: The Language Preferences window appears.
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Verify that the language you want to use appears in the Language box. The codes for the languages supported by Symposium Web Client are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
If the language does not appear in the box, then you must add it as follows: a. Click Add. Result: The Add Language window appears. b. From the list of languages, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window. c. Proceed with the next step to move the language to the top of the box.
5
If the language you want to use appears in the box, then you must move it to the top of the list as follows: a. In the Language box, click the appropriate language. b. Click Move Up until the language appears at the top of the box. c. Click OK to close the Language Preferences window.
6
Click OK to close the Internet Options window.
To change the Windows Regional Settings You must change the Regional Settings on the application server if you are using either the Japanese or Traditional Chinese versions of Symposium Web Client. It is not necessary to perform this procedure if you are using the English, French, or German versions of the software because all of these languages display properly with the Regional Settings set to the default language, English.
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1
On the application server, click Start ➝ Settings ➝ Control Panel.
2
Double-click the Regional Options icon. Result: The Regional Options window appears.
3
From the Your locale drop-down list on the General tab, choose the appropriate locale:
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
4
In the Language settings for the system box, click the check box beside the appropriate language (either Traditional Chinese or Japanese).
5
Click Set default. Result: The system asks if you want to install additional language files from your operating system CD.
6
Insert your operating system CD into the server, and then click OK.
7
When the system has finished installing the files, click OK to save your changes and close the Regional Options window.
8
Close the Add/Remove Programs window.
To edit the locales.dat file To edit the locales.dat file, you can use the utility that comes with Symposium Web Client and is stored on the application server. You can access this utility from any client PC (or from the application server, when used as a client PC) by first logging on to Symposium Web Client, and then opening the utility through the browser window. The utility enables you to configure the system to handle the character set of the language family with which you want Symposium Web Client to work. 1
From any client PC (or the application server when used as a client PC), open Internet Explorer and log on to Symposium Web Client.
2
In the browser’s address box, type the following: http://localhost/locales.asp where localhost is the name or IP address of the application server.
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Press Enter. Result: The utility opens.
4
Click Browse to navigate to the c:/sybase/locales/locales.dat file, where c: is the drive on which you installed Sybase Open Client v.12.5.
5
From the Language Option drop-down list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
6
Click Set Locale to save your changes.
7
You can now continue working in Symposium Web Client.
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Configuring multiple language support in Agent Desktop Displays Introduction To work in multiple languages in Agent Desktop Displays (ADD), you must first install the ADD server software containing the translated language components on the application server. This version of the software is available on the Symposium Web Client 4.5 CD-ROM as part of the general Symposium Web Client software installation. Then you must install the client portion of the ADD software on each client PC that will be used to launch Agent Desktop Displays. For more information on installing the client software, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661.
Changing the language in which you view displays To change the language in which you view the displays, log on to Agent Desktop Displays, and then right-click the display. A series of languages appears in a menu, enabling you to choose the language in which you want to work. The languages available are only those for which there are localized strings installed. These languages must also belong to the same language family as the operating system of the client PC on which Agent Desktop Displays is installed. For example, if you have installed the ADD client software on a PC that is running the French version of the Windows operating system, then multilingual agents who share this same PC can switch from French to English or German simply by choosing the language from the menu. These languages belong to the same language family as French and, therefore, the translated versions of ADD are included in the ADD client installation.
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Note: If you already have the correct version of the ADD client software installed on the client PCs, when you install the software on the application server, it automatically upgrades the ADD client installation with the translated text. If you do not have ADD installed on the client PC, then you must manually install the ADD software with the language pack content on each client PC. Consult the table below for the ADD client versions supported by the automatic multi-language support upgrade.
Versions of ADD client software and multiple language support Note: If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you need Administrator privileges to install Agent Desktop Displays. Version of ADD software installed on client PC
Steps to configure multiple language support on client PC
Earlier version than build 04.02.011.00 (SU08).
On the application server, install ADD with multi-language support from the Symposium Web Client CD-ROM version 04.02.016.04 (or later). This installation automatically upgrades the software on each client PC with the translated versions of ADD for all languages supported.
No ADD software is installed.
If there is no ADD software installed on the client PCs, then, after you install the Symposium Web Client software on the application server, you only have to install the client ADD software by following the normal installation instructions. For more information, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661.
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Configuring multiple language support in Agent Desktop Displays Release 4.2 SU08 If you have reverted back from Symposium Web Client and Agent Desktop Displays Release 4.5 to Release 4.2 SU08 (build 04.02.011.00 [SU08]), then there are some additional steps that you must perform to ensure that you can work with the Agent Desktop Displays software in multiple languages. You must perform the following main steps: 1.
Install the Symposium Web Client and Agent Desktop Displays Release 4.2 SU08 software on the application server.
2.
Install the Agent Desktop Displays 04.02 SU08 language pack on the application server.
3.
Only if the client PCs already contain the Agent Desktop Displays Release 4.2 SU08 software, you must uninstall this software from each client PC. Then you must copy the setup.exe file from the ADD Client folder on the application server, and paste it and run it on every Agent Desktop Displays client PC.
Notes:
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If you had already installed the client portion of Agent Desktop Displays Release 4.2 SU08 on all the client PCs before you install the language pack on the application server, then you must uninstall all client Agent Desktop Displays software, and then reinstall it by first installing the language pack and then copying the setup.exe file from the ADD Client folder on the application server. Finally, you must paste and run this setup.exe file on every Agent Desktop Displays client PC. If you have a version of Agent Desktop Displays installed on the client PCs that is earlier than Release 4.2 SU08, then you do not have to uninstall this software and you do not have to manually paste and run the setup.exe file on each client. Instead, you only have to install the Release 4.2 SU08 language pack on the application server, and then run Agent Desktop Displays from each client PC. The program automatically updates the required files.
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To install the Agent Desktop Displays language pack on the application server Notes:
Perform this procedure only if the application server already has Symposium Web Client and Agent Desktop Displays 4.2 SU08 installed. You require the application WinZip for this procedure.
1
Insert the Symposium Web Client 4.2 SU08 CD-ROM into the application server and navigate to the Language Packs folder at the root directory of the CD.
2
In this folder, double-click the file Symposium Web Client - ADD Language Pack.zip.
3
From the WinZip viewer, extract the files to a location of your choice on the application server.
4
Locate and double-click the file ADD Language Pack(GA Build).exe. Result: The system installs the Agent Desktop Displays language pack.
5
Based on the version of the Agent Desktop Displays client software installed on the client PCs, you have various options, as follows:
6
If the client PCs do not contain any version of the Agent Desktop Displays client software, then you only need to install the client software for Release 4.2 SU08 according to the regular procedure, and you do not need to continue with the remaining steps in this procedure. For details, see “To install and configure Agent Desktop Displays on a client PC” on page 662. If the Agent Desktop Displays client PCs contain a version of the software that is earlier than Release 4.2 SU08, then you do not have to continue with this remaining steps in this procedure. Instead, you only need to connect to the application server to automatically install the required language files. If the Agent Desktop Displays client PCs already have the Agent Desktop Displays Release 4.2 SU08 software installed, then you must uninstall it from each PC before proceeding to the next step in this procedure. To uninstall the software, use the Add/Remove Programs feature of Windows. When the software has been removed from each client PC, proceed with the next step.
On the application server, navigate to the following folder:
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C:\Program Files\Nortel Networks\WClient\Apps\ADD\ADD Client where C: is the drive on which Symposium Web Client Release 4.2 SU08 is installed. 7
In this folder, copy the file setup.exe.
8
Paste this file on the Agent Desktop Displays client PC.
9
On the client PC, double-click this setup.exe file. Result: The system installs the required files.
10
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Perform steps 8 and 9 on each Agent Desktop Displays Release 4.2 SU08 client PC.
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Configuring Symposium Web Client components Before you can use Symposium Web Client, you must configure the components you have installed on the application server. The following table provides a high-level overview of items that you must configure: For the following component
you must configure
Real-Time Reporting
the sending and receiving IP multicast addresses on the application server.
Agent Desktop Displays
the Configuration Parameters window on the application server.
Historical Reporting
SMTP, printers, and file export folders.
Scripting
the Terminal Services user in Active Directory, access rights to the Scripting component, Terminal Services, and the printer.
Emergency Help
the sending IP multicast address that the application server uses to send Emergency Help messages to client PCs.
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Configuring Real-Time Reporting Introduction For Web Client’s Real-Time Reporting component to function properly, you must configure two different IP multicast addresses:
the application server’s receiving IP multicast address (the address it uses to receive multicast data from Symposium Call Center Server; it is the same as the IP multicast address on Symposium Call Center Server) the application server’s sending IP multicast address (the address it uses to send multicast data)
Note: The application server’s sending and receiving IP multicast addresses must be different. The application server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. Note: The IP multicast address that the server in Symposium Call Center Server uses to send data must be configured on Symposium Call Center Server. This address is listed in the IP Multicast Group box. For details, see the Symposium Call Center Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you have configured the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the application server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information on these icons, see “Multicast and unicast icons in real-time displays” on page 1026.
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Note: The unicast communication option applies only between the application server and the client PCs. Since the application server receives all the raw data from each server in Symposium Call Center Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dialup links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. Note: If you choose, at a later date, to multicast-enable your entire network, you may do so without having to upgrade Symposium Web Client. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the application server) to multiple receivers (client PCs) who want to receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. This type of data transmission enables users to view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Displays, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the application server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network.
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the application server to the client computer, one for each statistic type in the collection. Unicast data transmission enables users to view
nodal real-time displays only if there is an application server located at each Symposium Call Center Server node in the network both nodal and network-consolidated real-time displays if the network between the application server and each server in Symposium Call Center Server is multicast enabled
Note: Agent Desktop Displays and Emergency Help notifications are not available on client PCs that only receive unicast data.
To configure Real-Time Reporting 1
Click Start ➝ Programs ➝ Symposium Web Client ➝ Configuration. Result: The Real-Time Reporting window appears.
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Click the RTR Registry Settings icon in the right pane of the console window. Result: The RTR Properties window appears.
3
In the IP Receive Address and IP Send Address boxes, type the correct address information. The IP Receive address in Symposium Web Client must be the same as the multicast IP address in Symposium Call Center Server; however, it must be different from the IP Send address in Symposium Web Client. ATTENTION
If the server in Symposium Call Center Server is part of a networked call center, all servers in Symposium Call Center Server within the network must have the same multicast IP address. The IP Receive address for Symposium Web Client must match the common multicast IP addresses of the servers in Symposium Call Center Server (the address the servers use to send multicast data).
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Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the application server. Note: The fastest rate at which multicast data from Symposium Call Center Server reaches the end user in Symposium Web Client is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Symposium Call Center Server to the Symposium Web Client application server (For more information on Multicast Rates, see “Modifying RSM settings and multicast rates” on page 77.)
the Output Rate at which the application server outputs data to client PCs
the Transform Rate at which the application server processes data Example If the Symposium Call Center Server Multicast Rate is set to 2 seconds, the application server Transform Rate is set to 1 second and the application server Output Rate is 7 seconds, then the data on the client PC will not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. If you want to decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the application server. You should notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information on adjusting rates and assessing performance, see the Nortel Networks Symposium Call Center Server CapTool User’s Guide.
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Accept the default value in the OAM Timeout box (10 000). ATTENTION
You may have to increase this value if the following occurs: When creating or viewing a partition in Access and Partition Management, you cannot see any partition elements in the right pane. This can occur when there is a large amount of data stored on Symposium Call Center Server and the network is slow. If you increase the OAM Timeout value, it provides more time for the partition elements to be collected on a per-server basis. It is recommended that you increase this value in increments of 10 000 (milliseconds).
6
In the Transmission Options area, click the radio button beside the transmission mode that is required for the site. Choose Multicast only if your network supports multicast traffic (recommended), Unicast only if you do not want any multicast traffic on your network, or Multicast and Unicast if you want to support both transmission types.
7
Nortel Networks recommends that you leave the Compress Realtime Data Packets check box checked, the same as the default setting. If you deselect this check mark, then you disable real-time data packet compression.
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If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the bottom of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. Note: The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Since each open display adds CPU load on the application server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. Once this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An error message is logged on the application server to indicate the limit was reached, and a message appears on the client, indicating that the connection is not allowed. For guidance on entering the appropriate value, refer to “Unicast LAN/WAN impact” on page 62.
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Click the Restart Real Time Reporting Service check box so that it is checked.
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Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes once the service has restarted successfully.
12
Click Console ➝ Exit to close the Nortel Networks Applications Configuration window.
What’s next? Configure Emergency Help on the application server. See “Configuring Emergency Help” on page 206 for more information.
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Configuring Emergency Help To configure Emergency Help Note: The Emergency Help component only functions if you are using the multicast communication method from the application server to the client PC. 1
Click Start ➝ Programs ➝ Symposium Web Client ➝ Configuration.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The EH Properties window appears.
4
In the IP Send Address box, type the IP address to which the Symposium Web Client application server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the application server uses to send Real-Time Reporting and Agent Desktop Displays data to client PCs. Consult the “Pre-installation worksheet” on page 1051 to verify the IP Send address that you chose for the application server to send Emergency Help data to client PCs (item 16 of the worksheet).
5
Click the Restart Emergency Help Service check box.
6
Click OK.
If you do not click the Restart Emergency Help Service check box, the system prompts you to do so.
What’s next? Configure Historical Reporting on the application server. See “Configuring Historical Reporting” on page 208 for more information.
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Configuring Historical Reporting Introduction To ensure that the Historical Reporting component functions properly in the Symposium Web Client application, you must complete the following tasks:
Verify that SMTP is installed.
Configure SMTP.
Set up a default printer on the application server.
Set up a shared folder for exporting files.
When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure a Simple Mail Transfer Protocol (SMTP) server on the application server. Note: To use SMTP, Internet Information Services (IIS) and Microsoft Active Directory must be installed on the application server. For more information, see “System requirements” on page 39.
To verify that an SMTP server is installed 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
2
Click the plus sign (+) beside the name of the Symposium Web Client application server. Result: If one of the branches that appears on the application server tree is Default SMTP Virtual Server, then an SMTP server is installed.
Once you have verified that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting.
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To configure the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Symposium Web Client should send e-mail notifications. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears, displaying the domain tree in the left pane.
2
Click the plus sign (+) beside the name of the Web Client application server to expand the application server tree.
3
Right-click the Default SMTP Servers branch, and then select Properties from the resulting pop-up menu. Result: The Default SMTP Virtual Server Properties window appears.
4
Click the Delivery tab.
5
Click Advanced. Result: The Advanced Delivery window appears.
6
In the Fully qualified domain name box, type the domain name of the Symposium Web Client application server:.<domain name>.com Example: pcbox123.softwarehouse.com
7
Click Check DNS to validate the domain name.
8
In the Smart Host box, type the host name of the Microsoft Exchange server. Note: The Smart Host name should be the name of a valid mail server. If you are unsure of the name of your mail server, and your company uses Microsoft mail server software, you can check the name of your mail server by opening the Mail dialog box in Control Panel on a client PC with e-mail services. a. Click Start ➝ Settings ➝ Control Panel. b. Double-click the Mail icon. Result: An MS Exchange Settings Properties dialog box appears. c. Click the Services tab.
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d. In The following information services are set up in this profile section, click Microsoft Exchange Server. e. Click Properties. The Microsoft Exchange Server dialog box appears. The name of the mail server appears in the Microsoft Exchange server box. 9
Click the Attempt direct delivery before sending to smart host check box.
10
Click the Perform reverse DNS lookup on incoming messages check box.
11
Click OK to close the Advanced Delivery window.
12
Click the Access tab.
13
Click Authentication.
14
Deselect the check mark in the Basic authentication check box.
15
Click OK to close the Authentication window.
16
Click Connection. Result: The Connection window appears.
17
Click All except the list below.
18
Click OK.
19
If you want to track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Click the Enable logging check box. c. Select a format from the Active log format.
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20
Click the Message tab.
21
Ensure all check boxes are checked.
22
In the Send copy of Non-Delivery report to box, type the e-mail address of the person who monitors the Non-Delivery report.
23
Click OK to close the Default SMTP Virtual Server Properties window.
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To set up a default printer There are two procedures for you to choose from when setting up a printer to print scheduled historical reports and scripts. You can add
a network printer that has its own IP address a network shared printer that is connected to a print server other than the application server
Choose the procedure that is most appropriate for your organization. Note: You can set up as many printers as your operating system supports. You can use any of these printers to print reports and scripts, provided that they are configured according to the procedure below. Regardless of the number of printers that you have configured, the combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message saying the system could not process the request. This supervisor must try to generate the ad hoc report again later, after the first five reports have been generated (or schedule the report to run later). This limitation also applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be output at noon, then only three ad hoc reports can be generated at this time, bringing the total to five. To set up a default network printer that has its own IP address To use a network printer to print scheduled reports from the Historical Reporting component and scripts from the Scripting component, you must add and configure the printer on the application server while logged on as the administrator.
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If you require additional information on adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your call center. Consult your Microsoft documentation or the online Help in Windows 2000 for proper printer setup and configuration. Click Start ➝ Programs ➝ Administrative Tools ➝ Configure Your Server ➝ Print Server ➝ Learn More, and then type Choosing and configuring a port in the Search box. The following procedure is valid for network printers that have a standard TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start ➝ Settings ➝ Printers. Result: The Printers window appears.
2
Double-click the Add Printer icon. Result: The Add Printer window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local Printer is selected.
5
Deselect the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select the Printer Port window appears.
7
Select Create a new port.
8
From the Type drop-down list, select Standard TCP/IP Port.
9
Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
10
Click Next. Result: The Add Port window appears.
11
In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
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Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
13
Click Finish. Result: After a few moments, the Add Printer Wizard window reappears.
14
In the Manufacturer and Printer boxes, select the appropriate information for your printer.
15
Click Next. Result: The Name Your Printer window appears.
16
Type the printer name. Result: The Printer Sharing Window appears.
17
Accept the default with Share as selected.
18
Click Next. Result: The Location and Comment window appears.
19
Type information in the Location box and Comment box (optional).
20
Click Next. Result: The Print Test Page window appears.
21
Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
22
Click Finish.
To set up a network shared printer connected to a print server other than the application server The following procedure outlines how to set up a default network printer that is connected to a print server other than the application server (for example, a UNIX server). You perform the procedure on the application server by pointing to the print server on your network. Note: If the print server is a UNIX computer, you must select an LPR port when configuring the printer on the application server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the application server. You can install this utility from the Windows Planning, Installation, and Administration Guide
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2000 Server CD by clicking Add/Remove Programs ➝ Windows Components ➝ Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start ➝ Settings ➝ Printers. Result: The Printers window appears.
2
Double-click the Add Printer icon. Result: The Add Printer Wizard appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local Printer is selected.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select the Printer Port window appears.
7
Click Create a new port.
8
From the Type drop-down list, select LPR port.
9
Click Next. Result: The Add LPR Compatible Printer window appears.
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10
In the Name or address of server providing lpd box, type the DNS name or IP address of the print server.
11
In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
12
Click OK to close the window and return to the Wizard.
13
Follow the remaining prompts in the wizard to finish installing the printer.
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To export files from Historical Reporting To the application server To export scheduled report files to the application server, in the Output box on the Report Properties window, type the path to the shared folder where the report will be output. The path must have the format \\[application server name]\[shared folder name]\[file name], without the file extension. Example: You want to output the Agent Performance report to a shared folder on the application server. The application server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent. You type \\appsrvr\reports\agent in the Output box. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the application server (or alternatively, create separate shared folders with read/delete access for each applicable user). For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. To a client PC You can only export files to client PCs that are within the same domain as the application server. To output scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder where the report will be output. The path must have the format \\[client PC computer name]\[shared folder name]\[file name], without the file extension. When you create the shared folder on the client PC where the application server can send the output file, you must map to this folder from the application server. You must also grant write access privileges to this folder for Everyone. For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. If you require additional information on creating and mapping folders, see your Microsoft documentation. Note: The combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message Planning, Installation, and Administration Guide
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saying the system could not process the request. This supervisor must try to generate the ad hoc report again later, after the first five reports have been generated (or schedule the report to run later). This limitation applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be output at noon, then only three ad hoc reports can be generated at this time, bringing the total to five.
What’s next? Configure Scripting on the application server. See “Configuring Scripting” on page 217 for more information.
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Configuring Scripting Introduction To use the Scripting component, you must perform the following procedures:
Configure the Terminal Services user account in Active Directory.
Provide access rights to the Scripting component.
Configure Terminal Services.
Activate the Terminal Services License Server.
Set up a default printer on the application server.
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Accessing Scripting To access the Scripting component, users must connect to the application server using Terminal Services. You must configure a unique Terminal Services user account in Active Directory, and grant this user certain access rights and permissions to the Scripting component that resides on the application server. ATTENTION
As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
To configure the Terminal Services user account in Active Directory The following procedure creates the TsInternetUser account in Active Directory, an account that enables all users who have access to the Terminal Services Client to log on to Terminal Services on the application server without entering a user ID or password. If you want to create a more secure environment for this component, you can create one or more accounts of your choice in Active Directory and require that users enter both a user ID and password, or only a password for these accounts each time they log on to the Scripting component. For more information, see “Configuring Terminal Services in a secure environment” on page 305.
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Note: If you create a more secure environment by creating and using the Active Directory account of your choice, then Nortel Networks recommends that you disable the TsInternetUser account. For more information, see “To disable the TsInternetUser account (Windows 2000 Server)” on page 320. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree, and then click the Users folder.
3
On the Name column, right-click the user name TsInternetUser, and then select All Tasks ➝ Reset Password. Result: The Reset Password window appears.
4
In the New Password and Confirm Password boxes, type a new TsInternetUser password.
5
Ensure that the User must change password at next logon check box is unchecked.
6
Click OK. Result: The Active Directory confirmation box appears, confirming that the TsInternetUser password has changed.
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7
Click OK to close the window.
8
In the Active Directory Users and Computers window, right-click TsInternetUser and select Properties. Result: The TsInternetUser Properties window appears.
9
Click the Member Of tab.
10
In the Member of list box, select Guests, and then click Remove. Result: The Remove user from group confirmation box appears.
11
Click Yes.
12
Click Apply.
13
Click OK to close the window.
14
In the Active Directory Users and Computers window, click Console ➝ Exit to close the window.
To provide access rights to the Scripting component 1
Navigate to the following folder: c:\Program Files\Nortel Networks\WClient\Server where c: is the drive in which Symposium Web Client is installed.
2
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Right-click the Server folder, and then select Properties from the resulting pop-up menu.
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3
Click the Sharing tab.
4
Click Share this folder.
5
In the Share name box, confirm the folder name.
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Click Permissions. Result: The Permissions for Server window appears.
7
Click Add. Result: The Select Users, Computers or Groups window appears.
8
From the list of users, select TsInternetUser.
9
Click Add. Result: The TsInternetUser is added to the box in the lower half of the window.
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10
Click OK to close the window.
11
In the Permissions for Server window, select TsInternetUser.
12
In the Permissions box, click the Read check box in the Allow column to ensure that the TsInternetUser has read-only access.
13
Click Apply.
14
Click OK to close the window.
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15
Click the Security tab.
16
Click Add. Result: The Select Users, Computers or Groups window appears.
17
Select TsInternetUser.
18
Click Add. Result: The user name TsInternetUser appears in the lower half of the window.
19
Click OK to close the window.
20
In the Server Properties window, select TsInternetUser.
21
In the Permissions box, click all check boxes in the Allow column to ensure that the TsInternetUser has full access.
22
If the Everyone group appears in the top of this window, highlight this group.
23
Click Remove. Note: Based on the type of Symposium Web Client installation that you have performed, the Everyone group may not appear in this window. If you have performed a fresh installation of the software, then this group does not
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appear; however, if you have upgraded Symposium Web Client from a previous release, this group may appear, in which case you must remove it. 24
Click Apply. Note: The TsInternetUser account must have Read access to the Server folder. If you select the check box beside Allow inheritable permissions from parent to propagate to this object, then the Server folder inherits the access permissions of its parent folder. Based on the permissions you have set on the parent folder, therefore, you can select this check box on this tab, but only if it does not deny Read access to the Server folder for the TSInternetUser account. All permissions you select on this tab take precedence over those you selected on the Sharing tab.
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Click OK to close the window.
To configure Terminal Services 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Terminal Services Configuration.
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The Terminal Services Configuration window appears.
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Double-click the RDP-Tcp icon in the right side of the window. Result: The RDP-Tcp Properties window appears.
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Click the Logon Settings tab.
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Click Always use the following logon information.
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In the User name box, type TsInternetUser.
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Deselect Always prompt for password to remove the check mark. Note: By deselecting Always prompt for password, users accessing the Script Manager/Editor will not be prompted for the user ID and password. However, if you are concerned about security, you may want to select this option to restrict client PCs with the Terminal Services Client application from directly accessing the application server. When you select Always prompt for password, the system prompts all users to enter the user ID and password each time they start the Script Manager/Editor.
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In the Password and Confirm password boxes, type the password you created in step 4 on page 219.
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Click Apply.
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Click the Sessions tab.
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Click the second Override user settings check box, and then click End session.
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Click Apply.
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Click Close.
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Exit the Terminal Services Configuration window.
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To activate the Terminal Services License Server The installation of Terminal Services provides you with the Terminal Services software for a 90-day evaluation period only. Before the 90 days expire, you must purchase a Terminal Services license, as described in the Terminal Services Licensing paragraph from Microsoft, to continue to use the Scripting component beyond the evaluation period. To ensure that the licensed clients can continue to access Scripting beyond this period, you must also activate the Terminal Services License Server on the application server with a license server ID provided by Microsoft. 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Terminal Services Licensing. Result: The Terminal Services Licensing window appears.
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In the window, right-click the application server icon, and then choose Activate Server from the pop-up menu. Result: The Licensing Wizard starts.
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Follow the prompts in the wizard to connect to Microsoft, obtain the license server ID, and activate the License Server.
To set up a default printer for Scripting To print scripts while using the Web Client Scripting component, you must first configure a network printer on the application server while logged on to Windows 2000 as the administrator. For detailed information on this procedure, see “To set up a default printer” on page 211.
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To export scripts To the application server To export scheduled script files to the application server, you must create a shared folder on the server. Then, to enable users to access the saved script file, you must grant each user read/delete access rights to this folder on the application server (or alternatively, create separate shared folders with read/ delete access for each applicable user). For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. To a client PC You can only export scripts to client PCs that are within the same domain as the application server. To export script files to a client PC, you must create a shared folder on the client PC where the application server can send the script file. You must grant write access privileges to this folder for Everyone. Then you must map to the client PC’s shared folder from the application server. For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. If you require additional information on creating and mapping folders, see your Microsoft documentation.
What’s next? Configure Agent Desktop Displays on the application server. For more information, see “Configuring Agent Desktop Displays” on page 228.
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Configuring Agent Desktop Displays Introduction Note: The Agent Desktop Displays component only functions if you are using the multicast communication method from the application server to the client PC. To use Agent Desktop Displays on a client PC, you must configure the parameters on the application server. You must also have the Real-Time Reporting component installed and configured on the application server for Agent Desktop Displays to function properly.
To configure Agent Desktop Displays 1
Click Start ➝ Programs ➝ Symposium Agent Displays ➝ Server Configuration Parameters. Result: The Configuration Parameters window appears.
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2
Confirm that the address in the IP multicast address box is the application server’s IP send address that you configured in the RTR Configuration Tool. For more information, see “Configuring Real-Time Reporting” on page 198.
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In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. Note: The minimum value that you can type in this field is 2 seconds. If you do not type a value in this box, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Symposium Agent Desktop Displays component and view the real-time statistics. Note: When the number of agents who have logged on to the application reaches this number, any additional agents who try to log on will receive a message informing them to try again later. If you do not type a value in this box, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information on performance and sizing requirements for Symposium Web Client, see the Symposium Call Center Server Planning and Engineering Guide.
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In the View mode drop-down list, select the mode in which you want to view the data that has been collected:
Moving window: In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date: In interval-to-date mode, statistics are collected only for the current interval. When the interval is over, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
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In the Statistics Configuration table, choose the statistics that you want to appear in the Agent Desktop Displays. You can add statistics columns to the displays, or remove columns that you no longer want to show.
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Click the check box in the Show column if you want to add the statistics column to the displays.
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Arrange the order in which the statistics columns will appear by using the column order buttons. Select the statistic that you want to move, and then click the up or down button to change its position. Note: The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display.
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Select the three threshold colors for the selected statistic from the Threshold display colors drop-down lists. Select the statistic and use colors to identify whether the value of the statistic shown in the display is less than the low value, between the low and high value, or greater than the high value. Note: If you have not set the threshold levels in the Configuration component of Web Client or in Symposium Call Center Server, the values appear in white in the Symposium Agent Desktop Displays.
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Click the Blink check box if you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold.
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Click the Beep check box if you want the Agent Desktop Display to beep when its value reaches the threshold.
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Click Once to indicate that a beep should occur only once, or click Continuously to indicate that a beep should occur continuously until the statistic reaches an acceptable value.
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Click Save.
What’s next? Optionally, you can now configure the application server for optimum security by following the Nortel Networks security guidelines. For more information, see Section E: “Security and the server (Windows 2000 Server)” on page 231. If you do not want to follow these security procedures, then you can proceed directly to Chapter 8, “Using Symposium Web Client.” Note: Symposium Web Client will function without following the recommended secuity guidelines. However, this can potentially expose the network to security risks.
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Section E: Security and the server (Windows 2000 Server)
In this section Overview
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Disabling the parent path in IIS
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Overview Introduction To help safeguard the Symposium Web Client application server against security threats, such as unauthorized individuals trying to access restricted information or authorized users accidentally altering/deleting files, you must identify and configure the correct security settings for the server. Where possible, Symposium Web Client aims to adhere to Microsoft’s published guidelines on securing Internet Information Server (IIS). However, since security policies vary from organization to organization, it is impossible to provide security recommendations that suit all businesses. The following security recommendations conform to best practice policies where possible, within the scope of the technology being used. Note: This section includes optional procedures that you can perform to increase the level of security on the Symposium Web Client application server. In particular, it details security measures related to the setup and configuration of Internet Information Server (IIS) on the application server; it does not include information on security issues that are external to the application server (for example, firewall setup and configuration). If you do not want to perform any of the procedures in this section, then you can proceed directly to the chapter on using Symposium Web Client. For details, see Chapter 8, “Using Symposium Web Client.”
Security procedures included in this section This section includes the following optional security procedures:
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removing the Everyone group
configuring and enabling IIS Lockdown and URLScan
changing the anonymous Internet Guest Account
disabling the parent path in IIS
enabling Secure Sockets Layer (SSL) on the application server
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Notes:
For security information related to cookies, see “To configure Internet Explorer 6.0 on the client PC” on page 636. To ensure that your Internet browser cache settings are set correctly, follow the appropriate procedure for configuring your version of Internet Explorer. See “To configure Internet Explorer 6.0 on the client PC” on page 636 for details.
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Removing the Everyone group from the application server Introduction When you install Windows 2000 Server/Advanced Server on the application server, the default configuration includes full control permissions on all disk drives for the Everyone group. This means that anyone who can access the server is granted full control permissions to all files and folders on all disk drives, which poses a security risk to the application server. To further secure the application server, you can remove the Everyone group from all of the server’s disk drives after you install the Symposium Web Client software. This is an optional procedure. If you choose to perform this procedure, note that since the system requires at least one Windows user account or group with full control permissions to function properly, you must add and configure a group or user before you delete the Everyone group. Failure to do so may cause the operating system or Symposium Web Client to malfunction. The procedure for removing the Everyone group involves the following main steps:
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On all system drives, add and configure three groups with full control permissions: Administrators, SYSTEM, and Domain Admins. On the drive where Symposium Web Client is installed, add and configure one user account with Read & Execute, Modify, and Write permissions (the IUSR_ user account) and another user account with only Read & Execute permissions (the IWAM_ user account), where is your server’s computer name. On the drive where the operating system is installed, add and configure the TsInternetUser account with Read & Execute permissions. On the desired drives, add and configure any additional user accounts and groups, as required by your organization’s security policy. On all system drives, remove the Everyone group.
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ATTENTION
If you have created a new account to replace the default TsInternetUser account for Terminal Services, then you must use this new account wherever the TsInternetUser account is listed in the following procedure. Likewise, if you have changed or created a new IUSR_ user account to satisfy your company’s security policies, then you must use this new account throughout the following procedure wherever it lists the IUSR_ user account. For information on changing this account or creating a new account, see “Changing the default anonymous Internet Guest account” on page 283. Note: If you perform the following procedure with the default IUSR_ user account, and then you subsequently disable this account in the “Changing the default anonymous Internet Guest account” procedure, then the settings you configure here will be lost.
To remove the Everyone group from the application server 1
Log on to the application server using the administrator account.
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Click Start ➝ Programs ➝ Accessories ➝ Windows Explorer.
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In the left pane of Windows Explorer, double-click My Computer.
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Right-click the drive on which the Symposium Web Client application is installed (for example, drive C). From the resulting pop-up menu, click Properties. Result: The Local Disk (drive letter) Properties window appears.
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Click the Security tab.
6
Click Add. Result: The Select Users, Computers, or Groups window appears.
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While holding down the Ctrl key, from the list of groups and user accounts, click the following groups. Groups are denoted by the double-head icon; user accounts have the single-head icon:
Administrators
SYSTEM
Domain Admins
Click Add. Result: These groups appear at the bottom of the window.
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10
While holding down the Ctrl key, from the list of groups and user accounts, click the following user accounts. Groups are denoted by the double-head icon; user accounts have the single-head icon:
IUSR_
IWAM_ (where is your server’s computer name)
Click Add. Result: These user accounts appear at the bottom of the window, along with the three group accounts you have already chosen.
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Click OK to transfer these accounts to the properties window, where you can configure their permissions on the server drive that you have chosen.
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In the Name box, highlight each of the three new groups you added (Administrators, Domain Admins, and SYSTEM), and then click the
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check box beside Full Control under the Allow column heading, as shown in the following graphic:
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In the Name box, highlight the first new user account you added, IUSR_, and then ensure there is a check mark beside
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Read & Execute, Modify, and Write under the Allow column heading, as shown in the following graphic:
Note: When you select Allow beside Read & Execute, it automatically includes List Folder Contents and Read permissions.
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Click Apply.
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In the Name box, highlight the other new user account you added, IWAM_, and then ensure there is a check mark beside
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Read & Execute under the Allow column heading, as shown in the following graphic:
Note: When you select Allow beside Read & Execute, it automatically includes List Folder Contents and Read permissions. 16
Click Apply to save your changes.
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Add additional user accounts and groups in the same manner, as required by your organization’s security policy. If you do not need to add any additional user accounts or groups, proceed to the next step.
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While in the properties window, highlight the Everyone group, and then click Remove.
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Click OK to save your changes and close the properties window.
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To add the TsInternetUser account, in Windows Explorer, right-click the drive on which the operating system is installed (for example, drive C). From the resulting pop-up menu, click Properties. Result: The Local Disk (drive letter) Properties window appears.
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Click the Security tab.
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Click Add. Result: The Select Users, Computers, or Groups window appears.
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From the list of groups and user accounts, click the TsInternetUser account. (User accounts have the single-head icon.)
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Click Add.
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The user account appears at the bottom of the window.
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Click OK to transfer the account to the properties window, where you can configure its permissions on this drive.
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In the Name box, highlight the TsInternetUser account, and then click the check box beside Read & Execute under the Allow column heading. Note: When you select Allow beside Read & Execute, it automatically includes List Folder Contents and Read permissions.
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While in the properties window, if you have not already removed the Everyone group from the currently selected drive, highlight the Everyone group, and then click Remove.
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Click OK to save your changes and close the properties window.
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If there are additional disk drives on the application server (for example, if the operating system is installed on a different drive than the Symposium Web Client software), then you must add the Administrators, Domain Admins, and SYSTEM groups with full control permissions to these drives, and remove the Everyone group, according to the preceding steps. You must also add any additional user accounts and groups required by your organization’s security policy to these drives. Note: You do not need to add and configure the IUSR_ and IWAM_ user accounts on any other drives but the drive containing the Symposium Web Client software.
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When you are finished, click OK to save your changes and close the properties window.
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Installing, configuring, and uninstalling IIS Lockdown and URLScan Introduction The following two Microsoft tools enable you to add additional security features to an IIS web server, such as the application server:
IIS Lockdown
URLScan
The procedure in this section illustrates how to download and install the IIS Lockdown tool, including the URLScan feature. This is an optional procedure that enables you to further secure the application server.
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This section illustrates how to install the IIS Lockdown tool, including the URLScan feature. This is an optional procedure. If you choose to perform this procedure, note that you must install the Symposium Web Client software before installing IIS Lockdown. However, if you had already installed IIS Lockdown before installing Symposium Web Client, then you must follow a series of steps to recover the application server. For more information, see “To uninstall IIS Lockdown and reconfigure an application server that was installed as the default web site” on page 261, or “To uninstall IIS Lockdown and reconfigure an application server that was installed as part of an existing site” on page 269. When you install IIS Lockdown, the system takes a backup of IIS and all configured virtual folders. The Symposium Web Client installation creates new virtual folders. Therefore, if you perform the IIS Lockdown before installing the Symposium Web Client software, it does not back up these new virtual folders. If the Symposium Web Client virtual folders are not included in the backup, it creates problems when uninstalling IIS Lockdown. During the uninstall, IIS Lockdown restores IIS from its backup copy. If the backup does not contain the virtual folders, then these folders do not appear after you uninstall IIS Lockdown, causing Symposium Web Client to malfunction.
How IIS Lockdown works IIS Lockdown works by turning off unnecessary features, such as the news service or the file transfer service, thereby reducing potential IIS attack points. To install IIS Lockdown, you must download the installation wizard from the Microsoft web site at http://www.microsoft.com/downloads/
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details.aspx?displaylang=en&FamilyID=DDE9EFC0-BB30-47EB-9A61FD755D23CDEC. You can then run the installation from the web site, or save the installation file, iislokd.exe, to the application server’s hard drive for later installation.
IIS Lockdown and URLScan When you install IIS Lockdown according to the following procedure, you also install the URLScan component. URLScan is another Microsoft tool that can provide additional security when used in conjunction with IIS Lockdown. It restricts the type of HTTP requests that the server will process, and the types of file transfers that are allowed to and from the server. For example, when the IIS Lockdown feature is enabled, URLScan does not allow users to download files with the .exe extension from the application server. For more information on either of these features, see the Microsoft web site. Note: Since the Symposium Configuration spreadsheets have the .exe extension, administrators cannot download these spreadsheets when the IIS Lockdown and URLScan features are enabled. Therefore, you must enable IIS Lockdown and URLScan only after users have downloaded the spreadsheets. Should you need to download a spreadsheet (or another .exe file) while IIS Lockdown is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company’s security policy. For more information, see “To temporarily edit the urlscan.ini file” on page 259.
IIS Lockdown and Symposium Web Client upgrades If you are upgrading your application server from Symposium Web Client Release 4.0 with IIS Lockdown installed to Symposium Web Client Release 4.5, then you must perform the following series of steps:
Uninstall IIS Lockdown.
Install Symposium Web Client Release 4.5.
Reinstall IIS Lockdown.
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IIS Lockdown and the application server The risk of IIS security vulnerability on the Symposium Web Client application server is minimal for the following reasons:
The application server’s IIS component is only used for the Symposium Web Client application and is not shared with other web applications. The application server’s IIS component should only be used within the customer’s intranet environment and is not exposed to a regular Internet environment. Anyone who accesses the Symposium Web Client IIS contents must first go through valid Web Client user logon and password authentication.
In spite of these inherent security features, Nortel Networks acknowledges that some customers have security policies that may require that IIS Lockdown and URLScan be installed and configured on the application server. This is an optional procedure.
IIS Lockdown and the MSADC virtual directory The procedure for installing and configuring IIS Lockdown in this section includes the removal of the MSADC virtual directory, which disables the Remote Data Service (RDS) form of communication. In Symposium Web Client 4.5, you can disable RDS because the application server uses the Simple Object Access Protocol (SOAP) communication method instead. However, before you disable RDS by removing the MSADC virtual directory, you must verify the following:
All client PCs connecting to the Symposium Web Client 4.5 application server must have SOAP 3.0 installed. All client PCs connecting to the application server to view the Agent Desktop Displays must have the Agent Desktop Displays 4.5 installed.
Note: The Agent Desktop Displays software that is installed with Symposium Web Client 4.0 is called Agent Desktop Displays 4.0. The Agent Desktop Displays software that is installed with Symposium Web Client 4.5 is called Agent Desktop Displays 4.5.
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When you use the Agent Desktop Displays 4.0 with Symposium Web Client 4.5, the communication between the client PC and application server is through RDS, not SOAP. In this case, therefore, you cannot remove the MSADC virtual directory through the IIS Lockdown procedure because it disables RDS, which causes Agent Desktop Displays 4.0 to malfunction. Instead, you can perform the IIS Lockdown procedure, but leave the MSADC virtual directory enabled. Alternatively, if you have already disabled RDS through the IIS Lockdown procedure, then you must reenable it before you can use Agent Desktop Displays 4.0 with Symposium Web Client 4.5. For more information, see “To reenable Remote Data Service” on page 279. Once all Agent Desktop Displays clients have been upgraded to Release 4.5 (and have SOAP 3.0 installed), then you can perform this procedure again, this time removing the MSADC virtual directory. Note: Before you can perform the IIS Lockdown procedure a second time, you must undo your initial IIS Lockdown configuration. When the system prompts you to do so, click Yes to undo your initial configuration. Then proceed to install IIS Lockdown with the removal of the MSADC virtual directory.
To install IIS Lockdown and URLScan This procedure illustrates how to install the IIS Lockdown tool, including the URLScan feature. This is an optional procedure. If you choose to perform this procedure, note that the default installation of IIS Lockdown includes a series of standard server templates that are incompatible with Symposium Web Client. Instead of using the standard configuration, Nortel Networks recommends that you modify one of the standard templates—the Small Business Server 2000 template—to be compatible with Symposium Web Client. The following procedure includes the recommended settings for modifying this template. Nortel Networks has verified the following configuration to ensure its compatibility with the proper Symposium Web Client application server operation. Therefore, if you choose to alter this recommended configuration to meet specific customer requirements, note that Nortel Networks will not have verified the impact of such a change on the Symposium Web Client application
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server. Customers who deviate from the recommended IIS Lockdown configuration must test their IIS Lockdown and URLScan configuration with Symposium Web Client in a non-production environment before putting the configuration online. Note: Before starting this procedure, you must have the Windows 2000 Server CD on hand as the installation wizard may prompt you to insert it in the server. 1
On the application server, open Internet Explorer.
2
In Internet Explorer, navigate to the following Microsoft web page: http://www.microsoft.com/downloads/ details.aspx?displaylang=en&FamilyID=DDE9EFC0-BB30-47EB-9A61FD755D23CDEC Result: The IIS Lockdown Tool 2.1 page appears.
3
Click Download. Result: The File Download window appears, enabling you to open the installation program immediately, or save the installation file to disk.
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Click Open. Note: If you click Save, navigate to the folder where you want to save the file, iislokd.exe. Then install the program by double-clicking this file. Result: The program extracts files, and then the welcome window appears.
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Click Next. Result: The license window appears.
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Click I agree, and then click Next. Result: The Select Server Template window appears.
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From the list of templates, highlight the Small Business Server 2000 template, and then click the check box beside View template settings.
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Click Next. Result: The Internet Services window appears.
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Ensure that only Web service (HTTP) and E-mail service (SMTP) are checked, and then click the check box beside Remove unselected services. Result: A message box appears, asking you to confirm that you want to remove these services.
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Click Yes, and then click Next in the Internet Services window. Result: The Script Maps window appears.
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Ensure there is a check mark beside Server side includes, Internet Data Connector, HTR scripting, and Internet printing to disable these items, and then click Next. Result: The Additional Security window appears.
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Ensure that all virtual directories and file permissions are selected, as shown in the graphic above, and click the check box beside Disable Web Distributed Authoring and Versioning (WebDAV). Then click Next. Notes:
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When you select the check box beside Writing to content directories, you prevent the IIS anonymous user from writing to certain .mdb files and export folders, as required by Symposium Web Client. To enable this user to write to the required files and folders, you must perform the procedure “To configure file and folder permissions” on page 255.
Select the check box beside MSADC only if all client PCs have client SOAP 3.0 installed, and those running Agent Desktop Displays have been upgraded to Release 4.5 of the software. If any client PCs are running Agent Desktop Displays 4.0, or if they do not have SOAP 3.0 installed yet, then you cannot remove the MSADC virtual directory (because this disables RDS, which is required for Agent Desktop Displays 4.0, and for the upgrade process to SOAP 3.0). In this case, leave the check box beside this directory deselected and continue with Symposium Call Center Web Client
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the rest of the procedure. When all client PCs have SOAP 3.0 installed, and those running Agent Desktop Displays have been upgraded to Release 4.5, then you can return to this procedure and select the MSADC virtual directory to remove it. Result: The URLScan window appears.
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Click the check box beside Install URLScan filter on the server, and then click Next. Result: The Ready to Apply Settings window appears.
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Review the settings, and then click Next to begin installing IIS Lockdown and URLScan. Result: The Applying Security Settings window appears, notifying you of the progress of the installation.
Note: The program may prompt you to insert the Windows 2000 CD into the server so it can copy required files. If this message box appears, insert the CD, and then click OK to continue the installation. Result: When the program has finished installing the software, the completing window appears.
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Click Finish.
To configure file and folder permissions For proper Symposium Web Client functionality, the IIS anonymous user account (IUSR_) must have write access to the files and folders shown below. Note: If you have created a custom account to replace the IUSR_ account, then you must apply all the file and folder permissions listed in this section to this custom account instead of to the IUSR_ account. In the following folder, C:\Program Files\Nortel Networks\WClient\Apps\Common\icedb\ where C: is the drive on which you installed Symposium Web Client, the anonymous user must have write access to this file:
iceLog.mdb
In the following folder, Planning, Installation, and Administration Guide
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C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\Data\ where C: is the drive on which you installed Symposium Web Client, the anonymous user must have write access to these files:
Nicrpt_dms.mdb
Nicrpt.mdb
custform.mdb
In the following folder, C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML where C: is the drive on which you installed Symposium Web Client, the anonymous user must have write access to this file:
counter.xml
In addition to the files listed above, the anonymous user must have write access to the following export folders, where C: is the drive on which you installed Symposium Web Client:
C:\Program Files\Nortel Networks\WClent\Apps\EmergencyHelp\Exports C:\Program Files\Nortel Networks\WClent\Apps\Reporting\ RealTime\Exports
The anonymous user must also have write access to the following data folder, where C: is the drive on which you installed Symposium Web Client:
C:\Program Files\Nortel Networks\WClent\Apps\Reporting\ Historical\Data
When you perform the IIS Lockdown procedure, the system creates an anonymous user group called _Web Anonymous Users and designates the IUSR_ user account as a member of this group. To ensure that the IUSR_ user account has write permissions on the files and folders listed above, you must delete the _Web Anonymous Users group from the properties dialog box for each of the .mdb files shown, and from the properties dialog box for each of the folders listed.
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On the application server, open Windows Explorer and navigate to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Common\icedb where C:\ is the drive on which you installed Symposium Web Client.
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In this folder, right-click the file iceLog.mdb, and from the resulting pop-up menu, select Properties. Result: The ICELog.mdb Properties dialog box appears.
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Click the Security tab.
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In the Name box, highlight the _Web Anonymous Users group, and then click Remove.
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Click OK to save your changes and close the properties dialog box.
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In Windows Explorer, navigate to the following folder, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\Data
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Perform steps 2 to 5 for each of the following files:
Nicrpt_dms.mdb
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In Windows Explorer, navigate to the following folder, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
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Perform steps 2 to 5 for the following file:
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counter.xml
To enable write access on the first export folder, in Windows Explorer, navigate to the following folder, C:\Program Files\Nortel Networks\WClent\Apps\EmergencyHelp\Exports where C:\ is the drive on which you installed Symposium Web Client.
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Right-click the folder and select Properties from the resulting pop-up menu. Result: The Exports Properties dialog box appears.
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Ensure that the check box beside Allow inheritable permissions from parent to propagate to this object is deselected. If it is already
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deselected, proceed to step 14. If you have to deselect it, the following message box appears:
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Click Copy. Result: The system copies the permissions and the properties window reappears.
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In the properties window, highlight the _Web Anonymous Users group, and then click Remove.
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Click OK to save your changes and close the properties window.
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Perform steps 8 to 13 on the following folders:
C:\Program Files\Nortel Networks\WClent\Apps\Reporting\ RealTime\Exports
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\Data
where C:\ is the drive on which you installed Symposium Web Client.
To temporarily edit the urlscan.ini file When you install and configure IIS Lockdown and URLScan according to the procedure above, the configuration does not allow users to download files with the .exe extension from the application server. Since the Symposium Configuration spreadsheets have the .exe extension, administrators cannot download these spreadsheets when the IIS Lockdown and URLScan features are enabled.
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If you need to download a spreadsheet (or another .exe file) while IIS Lockdown is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company’s security policy. Once users have finished downloading the required files, edit and save this file again to return the security settings to their default state. 1
On the application server, open the urlscan.ini file with a text editor, such as Notepad. The default location for this file is C:\WINNT\system32\inetsrv\urlscan\ where C: is the drive on which you installed the operating system.
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In this file, locate the section beginning with [DenyExtensions].
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Within this section of the file, locate and comment out the value .exe (shown in the graphic above) by typing a semi-colon (;) before this value.
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Save the file. Result: Users can download the Symposium Configuration spreadsheets (and any other file with an .exe extension) from the application server.
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When the users have finished downloading the required files, you must return the security settings to normal by opening the urlscan.ini file again and reentering the value .exe in the same position. Symposium Call Center Web Client
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Save the file. Result: Users can no longer download files with an .exe extension.
To uninstall IIS Lockdown and reconfigure an application server that was installed as the default web site If you had installed IIS Lockdown before installing Symposium Web Client as the default web site, then you must perform the following steps to recover your application server:
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Uninstall IIS Lockdown by double-clicking the same file that you used to install the software, iislokd.exe. In IIS, reconfigure the required default paths and virtual directories for proper Symposium Web Client functionality. Reinstall IIS Lockdown. On the application server, browse to locate the IIS Lockdown installation file, iislokd.exe. Note: If you have deleted this file since installing IIS Lockdown, you can download it from the Microsoft web site at http://www.microsoft.com/ downloads/details.aspx?displaylang=en&FamilyID=DDE9EFC0-BB3047EB-9A61-FD755D23CDEC.
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Double-click this file. Result: A window appears, notifying you that you have already performed the IIS Lockdown procedure.
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To uninstall the software, click Next. Result: A warning box appears.
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Click Yes. Result: The Restoring Security Settings window appears.
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When the system has restored the settings, click Next. Result: The Restoration Complete window appears.
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Click Finish.
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Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
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In the left pane, double-click the server name. Result: The name expands to reveal a series of folders.
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Right-click the Default Web Site heading, and then select Properties from the resulting pop-up menu. Result: The Default Web Site Properties window appears.
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Click the Home Directory tab.
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In the Local Path box, ensure that the path reads C:\Program Files\Nortel Networks\WClient\Apps, where C: is the drive on which Symposium Web Client is installed.
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Click OK. Result: The Inheritance Overrides window may appear. If so, continue with step 13. If this window does not appear, proceed to step 14.
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Click Select All, and then click OK. Result: The system saves your changes.
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In the Internet Information Services window, right-click Default Web Site, and then select New ➝ Virtual Directory from the resulting pop-up menu. Result: The welcome window for the Virtual Directory Creation Wizard appears.
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Click Next. Result: The Virtual Directory Alias window appears.
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In the Alias box, type SWCCommon, and then click Next. Result: The Web Site Content Directory window appears.
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Click Browse and navigate to the following path: C:\Program Files\Nortel Networks\WClient\Apps\Common, where C: is the drive on which you installed Symposium Web Client.
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Click Next. Result: The Access Permissions window appears.
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Accept the default values shown in this window, and then click Next. Result: The completion window appears.
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Click Finish. Result: Your application server is reconfigured. You can now reinstall IIS Lockdown by following the procedure, “To install IIS Lockdown and URLScan,” on page 245.
To uninstall IIS Lockdown and reconfigure an application server that was installed as part of an existing site If you had installed IIS Lockdown before installing Symposium Web Client as part of an existing site, then you must perform the following steps to recover your application server:
Uninstall IIS Lockdown by double-clicking the same file that you used to install the software, iislokd.exe. In IIS, reconfigure the required default paths and virtual directories for proper Symposium Web Client functionality. Reinstall IIS Lockdown.
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On the application server, browse to locate the IIS Lockdown installation file, iislokd.exe. Note: If you have deleted this file since installing IIS Lockdown, you can download it from the Microsoft web site at http://www.microsoft.com/ downloads/details.aspx?displaylang=en&FamilyID=DDE9EFC0-BB3047EB-9A61-FD755D23CDEC.
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Double-click this file. Result: A window appears, notifying you that you have already performed the IIS Lockdown procedure.
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To uninstall the software, click Next. Result: A warning box appears.
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Click Yes. Result: The Restoring Security Settings window appears.
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When the system has restored the settings, click Next. Result: The Restoration Complete window appears.
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Click Finish.
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Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
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Right-click the Default Web Site heading, and then select New ➝ Site from the resulting pop-up menu. Result: The Web Site Creation Wizard appears.
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Click Next. Result: The Web Site Description window appears.
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In the Description box, type the name of the Symposium Web Client site, and then click Next. Result: The IP Address and Port Settings window appears.
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Accept the defaults in this window, and then click Next. Result: The Web Site Home Directory window appears.
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Click Browse to navigate to the folder C:\Program Files\Nortel Networks\WClient\Apps, where C: is the drive on which you installed Symposium Web Client, and then click Next. Result: The Web Site Access Permissions window appears.
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Accept the defaults shown, and then click Next. Result: The completion window appears.
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Click Finish.
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In the Internet Information Services window, right-click Default Web Site, and then select New ➝ Virtual Directory from the resulting pop-up menu. Result: The Welcome to the Virtual Directory Creation Wizard appears.
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Click Next. Result: The Virtual Directory Alias window appears.
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In the Alias box, type SWCCommon, and then click Next. Result: The Web Site Content Directory window appears.
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Click Browse and navigate to the following path: C:\Program Files\Nortel Networks\WClient\Apps\Common, where C: is the drive on which you installed Symposium Web Client.
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Click Next. Result: The Access Permissions window appears.
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Accept the defaults shown in this window, and then click Next. Result: The completion window appears.
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Click Finish. Result: Your application server is reconfigured. You can now reinstall IIS Lockdown by following “To install IIS Lockdown and URLScan” on page 245.
To reenable Remote Data Service If you have disabled Remote Data Service (RDS) by removing the MSADC virtual directory in the IIS Lockdown procedure, and now you want to use Agent Desktop Displays 4.0 to connect to Symposium Web Client 4.5, then you must reenable RDS by adding this folder back in IIS. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
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In the Internet Information Services window, right-click Default Web Site, and then select New ➝ Virtual Directory from the resulting pop-up menu. Result: The welcome window for the VIrtual Directory Creation Wizard appears.
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Click Next. Result: The Virtual Directory Alias window appears.
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In the Alias box, type MSADC, and then click Next. Result: The Web Site Content Directory window appears.
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Click Browse and navigate to the following path: C:\Program Files\Common Files\System, where C: is the drive on which you installed Symposium Web Client.
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Click Next. Result: The Access Permissions window appears.
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Ensure that the values Read, Run scripts, and Execute are selected, and then click Next. Result: The completion window appears.
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Click Finish. Result: The system creates the MSADC virtual directory in the path you indicated and reenables RDS.
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Changing the default anonymous Internet Guest account Introduction Symposium Web Client uses the anonymous Internet Guest account for clients accessing the Symposium Web Client application server. This section explains the characteristics of the default Windows 2000 account used for anonymous access, and provides steps that you can perform if you want to create and configure a new account for anonymous access. Notes:
The procedure in this section also applies to Windows 2000 Advanced Server. You do not have to change the default anonymous Internet Guest account; this is an optional procedure that you can perform if you think that using this account poses a security risk to your organization.
ATTENTION
If you change or create a new IUSR_ user account in the following procedure, then you must use this new account throughout the procedure on removing the Everyone group wherever it lists the IUSR_ user account. For more information, see “Removing the Everyone group from the application server” on page 234.
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Characteristics of the default anonymous Internet Guest account When you install IIS, by default the system configures anonymous access as the directory security for a virtual directory on IIS. The system then uses the default Windows 2000 Internet Guest account, IUSR_, to grant access to this virtual directory without requesting the user to enter valid user account details. The Internet Guest account has two notable characteristics:
It has Log on Locally permissions. It is a member of both the Guest and Domain Users groups in Windows 2000.
You must carefully review the file permissions that you give to both the Guest and Domain Users groups to ensure that the permissions are appropriate for your anonymous users. Since the name of the Internet Guest account is always IUSR_, it is known to hackers and, therefore, can be seen as a security risk. If you foresee using this account as a security risk, Nortel Networks recommends that you designate a different account to use for anonymous access, thereby enabling you to be more specific with your NTFS file permissions. Note: The Internet Guest account is persistent in IIS, so if you delete or remove the account, the system recreates it the next time the server restarts. Nortel Networks recommends, therefore, that you disable the account to prevent its recreation. To change the default anonymous Internet Guest account, you must perform the following three procedures:
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1.
Disable the default anonymous access account, IUSR_.
2.
Create a new anonymous access user account with the required privileges (or, to save time, copy the existing user account and change its properties).
3.
Designate the new account as the account used for anonymous access.
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To disable the default anonymous access user account 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the tree in the left pane, double-click the heading. Result: The heading expands to reveal a series of folders.
3
Click the Users folder. Result: The list of users configured in Active Directory appears in the right pane.
4
Right-click the IUSR_ user, and then select Disable Account from the resulting pop-up menu. Result: A message box appears informing you that the account has been disabled.
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Click OK.
To create a new anonymous access user account This procedure outlines how to create a new anonymous access user account from scratch. Alternatively, to save time, you can copy the existing IUSR_ account, and then change its properties to suit your needs instead of creating a new account. For details on copying the existing account, see “To copy an existing anonymous access user account” on page 289. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
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In the tree in the left pane, double-click the heading. Result: The heading expands to reveal a series of folders.
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Click the Users folder. Result: The list of users configured in Active Directory appears in the right pane.
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Click Action ➝ New ➝ User. Result: The New Object - User window appears.
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Type the name and user logon name of the new user, and then click Next. Result: A second New Object - User window appears.
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In the Password box, type the password for the user account.
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Click to place a check mark beside User cannot change password and Password never expires.
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Click Next. Result: The final New Object - User window appears, listing the new user’s details.
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If you are satisfied with the user’s details, click Finish. Note: To change any of the user’s details, click Back.
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The system creates the new user and the Active Directory Users and Computers window reappears. The new user account appears in the list of Active Directory users.
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To add the new user to the Guests and Domain Users groups, right-click the user name and select Properties from the pop-up menu. Result: The <user name> Properties window appears.
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Click the Member Of tab.
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Below the Member of box, click Add. Result: The Select Groups window appears.
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Select the name Guests.
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Click Add. Result: The new user is added to the Guests group.
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Select the name Domain Users.
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Click Add. Result: The new user is added to the Domain Users group.
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Click OK twice to save your changes and return to the Active Directory Users and Computers window.
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Continue with the procedure, “To configure the new user account for anonymous access,” on page 292.
To copy an existing anonymous access user account To save time, instead of creating a new anonymous Internet guest account from scratch, you can perform the following procedure to copy the existing anonymous access user account and change its properties to suit your needs. The copied user account inherits some of the original account’s properties, meaning you do not have to configure them again (for example, it is automatically part of the Domain Users and Guests groups). 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
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In the tree in the left pane, double-click the heading. Result: The heading expands to reveal a series of folders.
3
Click the Users folder. Result: The list of users configured in Active Directory appears in the right pane.
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From the list of users in the right pane, select and right-click the IUSR_ user.
5
From the resulting pop-up menu, select Copy. Result: The Copy Object - User window appears.
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Type the name and user logon name of the new user, and then click Next. Result: A second Copy Object - User window appears.
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In the Password box, type the password for the user account.
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Click to place a check mark beside User cannot change password and Password never expires.
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Click Next. Result: The final Copy Object - User window appears, listing the copied user’s details.
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If you are satisfied with the user’s details, click Finish. Note: To change any of the user’s details, click Back.
11
The system creates the new user and the Active Directory Users and Computers window reappears. The copied user account appears in the list of Active Directory users. This user account inherits some properties from
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the original anonymous access user account (for example, it is already a member of the Domain Users and Guests groups.) 12
Continue with “To configure the new user account for anonymous access” below.
To configure the new user account for anonymous access After you have created the new user account (or copied the existing anonymous access user account) in the above procedures, you must configure it for anonymous access. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
2
In the left pane, double-click the computer name heading. Result: The heading expands to reveal a series of folders.
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Right-click Default Web Site, and then click Properties from the resulting pop-up menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab.
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Under the Anonymous access and authentication control heading, click Edit. Result: The Authentication Methods window appears.
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Ensure there is a check mark beside Anonymous access.
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Beside Account used for anonymous access, click Edit. Result: The Anonymous User Account window appears.
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Click Browse to locate the new user that you created in the previous procedure. Result: The Select User window appears.
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Select the new user, and then click OK. Result: The Anonymous User Account window reappears, listing the new user account in the Username box.
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Ensure that Allow IIS to control password is checked.
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Click OK to return to the Authentication Methods window.
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Close the Authentication Methods window.
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Disabling the parent path in IIS Introduction When parent paths are enabled for the Symposium Web Client web site, ASP pages can use relative paths (using the “..” syntax) to navigate to the parent directory of the current directory. This setup can potentially pose a security risk in that it enables hackers to navigate to the parent directory without knowing the directory name. Once inside the parent directory, if access permissions are not set up correctly, hackers can copy and execute files from it, causing a disruption in Symposium Web Client functionality. For example, if you have set up limited access on the Web Client virtual directory, but you have left execute and write access permissions on the parent directory, then hackers can copy a script or an executable to the parent directory and execute it from there. Note: You do not have to disable the parent paths in IIS; this is an optional procedure that you can perform if you think that enabling this feature poses a security risk to your organization.
To disable the parent path in IIS To disable the parent path feature, you need to update the properties for the Symposium Web Client web site. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
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Standard 7.02
In the left pane, double-click the computer name heading. Result: The heading expands to reveal a series of folders.
3
In the left pane, right-click the Symposium Web Client web site (this can be either the default web site, or another web site), and then choose Properties from the resulting pop-up menu. Result: The <web site name> Properties window appears.
4
Click the Home Directory tab.
5
Under the Application Settings heading, click Configuration. Result: The Application Configuration window appears.
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Click the App Options tab.
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Deselect the check mark in the Enable parent paths check box.
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Click OK. Result: The Inheritance Overrides window appears, listing the child nodes that are affected by this change (if applicable). Note: The Inheritance Overrides window appears only if your IIS administrator has set up IISAdmin and IISHelp as virtual directories on the Symposium Web Client web site. If these virtual directories do not exist, then this window does not appear.
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Select the nodes that you want to change, and then click OK.
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Click OK to save your changes and return to the <web site name> Properties window.
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Click OK to close the window.
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Enabling Secure Sockets Layer on the application server Introduction Secure Sockets Layer (SSL) is the industry standard for secure network communications. SSL uses encryption that cannot be deciphered without a key between the client computer and the server. SSL is best used on private data that is sent between the client and server (for example, authentication credentials, credit card numbers, and so on). Since SSL uses complex encryption, it requires considerable processor resources, and, as a result, it takes much longer to send and retrieve data from an SSL-enabled server. Therefore, only web pages (ASP pages) that send and receive sensitive information should have SSL enabled. Note: You do not have to enable SSL on the application server; this is an optional procedure that you can perform if you think that leaving this feature disabled poses a security risk to your organization. To enable SSL on the application server, you must perform the following two procedures: 1.
Obtain and install a digital Web Server Certificate for the Symposium Web Client IIS default web site.
2.
Enable SSL on specific Symposium Web Client files (listed below).
Obtaining and installing a digital Web Server Certificate Since obtaining and installing a digital Web Server Certificate is a standard Microsoft procedure, this guide does not include the step-by-step details. For further information about certificates and installation instructions, see the Microsoft web site at http://www.microsoft.com/resources/documentation/IIS/6/ all/techref/en-us/iisRG_SEC_39.mspx.
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In IIS, you install the certificate on the Default Web Site (where the Symposium Web Client virtual directories are installed) by using the Web Server Certificate Wizard to request a new certificate from an online Certification Authority (CA), such as VeriSign. When you run the wizard, you can send the request online or save the request file to disk and send it to the CA later. When you receive a response from the CA, you can start the wizard again to complete the certificate installation.
Web sites containing further information on digital certificates At the time of publication, you can consult the following Microsoft web pages for further information on SSL:
For general information on SSL, see http://support.microsoft.com/default.aspx?scid=kb;EN-US;q245152. For more information on obtaining a server certificate, see http://support.microsoft.com/default.aspx?scid=kb;en-us;Q142849. For more information on enabling SSL on Windows 2000, see http://msdn.microsoft.com/library/default.asp?url=/library/en-us/sqlce/ connectivity_1s4w.asp.
Tasks for which you can enable SSL on the application server You can only enable SSL for the following Symposium Web Client tasks, not for the entire web site:
logging on to the application server
changing the logon password
See the following procedure for a list of the specific Symposium Web Client files on which you enable SSL.
To enable SSL on the application server Once you have obtained and installed the certificate on the Symposium Web Client default web site, enable SSL on the following files:
In the Default Web Site directory: Authenticate.asp
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ChgPasswd.asp Default.asp PwdMain.asp PwdSave.asp
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
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In the left pane, double-click the Default Web Site heading. Result: The heading expands to reveal a series of folders.
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In the right pane, scroll down to the bottom to locate the series of .asp files listed under the Default Web Site heading above.
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Starting with Authenticate.asp, right-click the file and select Properties. Result: The Properties window appears.
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Click the File Security tab.
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Under the Secure Communications heading, click Edit. Result: The Secure Communications window appears.
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Click to select the check box beside Require secure channel (SSL).
8
Click OK.
9
Perform steps 4 to 8 for each of the files listed at the beginning of this procedure. When you are finished, close the Internet Information Services window.
10
After you have enabled SSL for each of the files, in an Internet Explorer browser window, click Tools ➝ Internet Options.
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Click the Advanced tab.
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Scroll down to the bottom of the Settings box until you see the Security section.
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Select the Warn if changing between secure and not secure mode option. Note: If you do not want to receive a warning message each time you log on to Symposium Web Client, then you can leave this option deselected.
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Click OK.
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Configuring Terminal Services in a secure environment Introduction In Windows 2000 Server with Active Directory, the default installation of Terminal Services includes the TsInternetUser account. When you configure Terminal Services for Symposium Web Client, you can use this account for all users who access the Scripting component in Symposium Web Client by configuring the account in Active Directory, and then granting this user account certain access rights and permissions to the Scripting component on the application server. This default configuration enables all users who have access to the Terminal Services Client to log on to Terminal Services on the application server without entering a user ID or password, which some organizations may consider a security risk. Alternatively, you can create one or more Active Directory accounts of your choice, and then configure them so that users must enter either the password and user ID, or just the password each time they launch the Scripting component in Symposium Web Client. This section provides instructions for configuring this type of account for Windows 2000 Server. If you want to create more than one account (for example, if you want each Scripting user to have his or her own account), then you must perform all the steps in this section for each account that you create. Note: If you create a more secure environment by creating and using the Active Directory account of your choice, then Nortel Networks recommends that you disable the TsInternetUser account. For more information, see “To disable the TsInternetUser account (Windows 2000 Server)” on page 320.
Main steps in configuring Terminal Services Configuration of Terminal Services in a secure environment involves the following main steps: Planning, Installation, and Administration Guide
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1.
Create the new user account in Active Directory.
2.
Add the new user account to the domain controller local security policy.
3.
Grant the new user account the required permissions on selected folders on the application server.
4.
Configure the new user account in Terminal Services.
5.
Disable the TsInternetUser account (recommended only for Windows 2000 Server).
To create a new user account in Active Directory (Windows 2000 Server) You can use this procedure to create one or more accounts of your choice to be used when logging on to the Scripting component. Notes:
1
In this procedure, the sample user account swcts is created. Wherever you see this value, replace it with the user account of your choice. Perform this procedure on the application server if your operating system is Windows 2000 Server. Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
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2
In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree.
3
Right-click the Users folder, and, from the resulting pop-up menu, select New ➝ User. Result: The New Object - User window appears.
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In the First name box, type the name of the user account. This is the display name that appears in the Active Directory Users and Computers window. In this example, the account is called swcts. Note: Optionally, you can type the last name and initial of the person who will use this account, or you can leave the Last name and Initials boxes blank.
5
In the User logon name box, type the ID that users are prompted to enter when logging on to the Script Manager component of Scripting (that is, if you configure this account so users have to type the ID, in addition to the password). In this example, the ID is also swcts.
6
Click Next. Result: A second New Object - User window appears.
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7
In the Password box, type the password that users will enter when logging on to the Script Manager component of Scripting with this account.
8
In the Confirm password box, type the password again.
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Click the check box beside User cannot change password.
10
Click Next.
11
The final New Object - User window appears, summarizing the account properties.
12
To create the account with these properties, click Finish. Note: Click Back to change the account’s properties. Result: The system creates the account and it appears at the bottom of the Active Directory Users and Computers window.
13
Optionally, to add a description of the account that will appear in the Active Directory Users and Computers window, continue with this step. Otherwise, proceed to step 17. In the Active Directory Users and Computers window, right-click the new account, and then select Properties. In this example, you right-click swcts, and then select Properties. Result: The Properties window appears.
14
Click the General tab.
15
In the Description box, type the account description. For example, you can type “Secure Terminal Services account.”
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Click OK to save your changes and close the window.
17
In the Active Directory Users and Computers window, click Console ➝ Exit to close the window.
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Add the new account to the Domain Controller local security policy. For more information, see “To add the new Terminal Services account to the Domain Controller local security policy (Windows 2000 Server)” below.
To add the new Terminal Services account to the Domain Controller local security policy (Windows 2000 Server) Note: You must perform this procedure on the application server. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Domain Controller Security Policy. Result: The Domain Controller Security Policy window appears.
2
In the left pane, click the plus sign (+) beside Security Settings. Result: The heading expands.
3
Click the plus sign (+) beside Local Policies. Result: The heading expands.
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Click User Rights Assignment. Result: The list of local policies appears in the right pane.
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In the right pane, right-click the Log on locally policy, and then click Security on the resulting pop-up menu. Result: The Security Policy Setting window appears.
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Click Add. Result: The Add user or group window appears.
7
Click Browse to locate the new Active Directory user account you created. Result: The Select Users or Groups window appears.
8
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In the top portion of the window, highlight the new user you created. In this example, you highlight the name swcts.
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Click Add. Result: The name appears at the bottom of the window.
10
Click OK to save your changes and close the Select Users or Groups window.
11
Click OK to close the Add user or group window. Result: The account name appears in the Security Policy Setting window.
12
Click OK to save your changes and close this window.
13
Close the Domain Controller Security Policy window.
14
Grant the required file and directory permissions to the new user account. For details, see “To grant the required file and directory permissions to the new user account in Windows 2000 Server” below.
To grant the required file and directory permissions to the new user account in Windows 2000 Server In this procedure, you must add the new account (in this example, swcts) and grant the required permissions to the following file and directory:
the root directory where the operating system is installed (for example, drive C:)
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the Symposium Web Client file nicmisc.mdb, which is installed in the following directory, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\Scripting\data
1
On the application server, open Windows Explorer and navigate to the drive on which the operating system is installed (for example, drive C:).
2
Right-click the drive letter, and, from the resulting pop-up menu, select Properties. Result: The Local Disk Properties dialog box appears.
3
Click the Security tab.
4
Click Add. Result: The Select Users, Computers, or Groups window appears.
5
In the top of the window, locate the new Active Directory user account. In this example, you would locate swcts.
6
Double-click the account. Result: The user account appears at the bottom of the window.
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Click OK. Result: The user account appears in the Local Disk Properties window.
8
In the Local Disk Properties window, highlight the swcts user account.
9
In the bottom of the window, ensure that the Read & Execute check box is selected in the Allow column. Note: When you click Read & Execute, it automatically includes List Folder Contents and Read permissions.
10
Ensure that all other permissions are deselected.
11
Click Apply.
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Click Advanced. Result: The Access Control Settings for Local Disk window appears.
13
Ensure that the Apply to text beside the new user account reads “This folder, subfolders and files.” If this value is not listed, then continue with the following step. If this value is already listed, then proceed to step 17.
14
Highlight the user account, and then click View/Edit. Result: The Permission Entry for Local Disk window appears.
15
From the Apply onto drop-down list, select This folder, subfolder and files.
16
Click OK to save your changes and close the Permission Entry for Local Disk window.
17
Click OK to close the Access Control Settings for Local Disk window.
18
Click OK to save your changes and close the Local Disk Properties window. Result: The system applies your changes. This may take a few moments. When it is finished, the <user account> Properties window appears.
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Click OK.
20
In Windows Explorer, navigate to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Scripting\data where C:\ is the drive on which you installed Symposium Web Client.
21
In this folder, right-click the file nicmisc.mdb, and, from the resulting popup menu, select Properties. Result: The nicmisc.mdb Properties dialog box appears.
22
Click the Security tab.
23
Click Add. Result: The Select Users, Computers, or Groups window appears.
24
In the top of the window, locate the new Active Directory user account. In this example, you locate swcts.
25
Double-click the account. Result: The user account appears at the bottom of the window.
26
Click OK. Result: The user account appears in the nicmisc.mdb Properties window.
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27
In the nicmisc.mdb Properties window, highlight the new user account. In this example, highlight the swcts user account.
28
In the bottom of the window, ensure that the Read & Execute check box is selected in the Allow column. Note: When you click Read & Execute, it automatically includes Read permissions.
29
Ensure that all other permissions are deselected, and accept the default value for the check box beside Allow inheritable permissions from parent to propagate to this object.
30
Click OK to save your changes.
31
Configure Terminal Services with the new user account. For details, see “To configure Terminal Services with the new user account in Windows 2000 Server” below.
To configure Terminal Services with the new user account in Windows 2000 Server
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1
Click Start ➝ Programs ➝ Administrative Tools ➝ Terminal Services Configuration.
2
The Terminal Services Configuration window appears.
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Double-click the RDP-Tcp icon in the right side of the window. Result: The RDP-Tcp Properties window appears.
4
Click the Logon Settings tab.
5
You have two choices on this tab, based on the degree of security you want to configure:
To have the system prompt users for both a user name and password when they launch the Script Manager portion of Scripting, click Use client-provided logon information. In the example followed throughout this section, if you click this option, then users have to type and enter swcts and its corresponding password to log on to the Script Manager portion of Scripting.
To have the system prompt users for only the password corresponding to the new user account you created, perform the following steps:
a. Click Always use the following logon information. b. In the User name box, type the name of the new user account you created (in this example, swcts). c. Leave the Domain box blank. d. Ensure that the check box beside Always prompt for password is selected. 6
Click Apply.
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7
Click the Sessions tab.
8
Click the second Override user settings check box, and then click End session.
9
Click Apply.
10
Click Close.
11
Exit the Terminal Services Configuration window. Result: Now, when users launch the Script Manager, they are prompted to type both the user ID and password of this new user account you created, or only the password, based on how you configured the account in step 5.
To disable the TsInternetUser account (Windows 2000 Server) Perform this procedure only if you have created an account of your choice to replace the default Active Directory user account, TsInternetUser, and only if your operating system is Windows 2000 Server. This procedure does not remove the TsInternetUser account from the application server. Instead, it disables it so
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that users can no longer log on to Terminal Services with the TsInternetUser account. However, you can still use this account to log on to the application server locally and open the files and folders to which the TsInternetUser account has access. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree.
3
Click the Users folder. Result: The list of Active Directory users appears in the right pane.
4
In the right pane, right-click the TsInternetUser account and, from the resulting pop-up menu, click Properties. Result: The TsInternetUser Properties window appears.
5
Click the Terminal Services Profile tab.
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Deselect the check box beside Allow logon to terminal server.
7
Click OK to save your changes and close the properties window.
8
Close the Active Directory Users and Computers window. Result: Users cannot use the TsInternetUser account to log on to Terminal Services.
What’s next? Configure your client PC. For more information, see “Installing and configuring client software” on page 635. Once you install and configure client applications, you can log on to Symposium Web Client to add and configure servers in Symposium Call Center Server using the Configuration component. See “Adding and configuring call center servers” on page 800 for more information.
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Installing and configuring application server software (Windows Server 2003) In this chapter Overview
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Section A: Windows Server 2003 guidelines
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Section B: Coresidency in Symposium Web Client
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Section C: Installing additional software on the server
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Section D: Installing Symposium Web Client on the server
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Section E: Reinstalling Symposium Web Client (Windows Server 2003)
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Section F: Configuring the server (Windows Server 2003)
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Section G: Security and the server (Windows Server 2003)
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Overview Introduction Before you install Symposium Web Client software or any additional software on your application server, be sure to complete the “Pre-installation worksheet” on page 1051. Also, follow the “Installation checklist for Windows Server 2003” on page 1069 to ensure that you install and configure all software in the correct order. If you are using the Real-Time Reporting component or the Agent Desktop Displays component, refer to Chapter 2, “Preparing Symposium Call Center Server,” before you proceed with the instructions in this chapter. This chapter explains how to complete the following procedures:
installing and configuring Windows Server 2003 Enterprise Edition or Standard Edition
installing additional required software before Symposium Web Client
installing the Symposium Web Client software
configuring the application server
Note: Because there are no specific guidelines or restrictions regarding the number or size of the application server partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition.
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Section A: Windows Server 2003 guidelines
In this section Overview
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Overview Before you can install the required third-party software or the Symposium Web Client application, you must complete the following procedures:
Create an NTFS partition as the primary partition on the application server. Install Windows Server 2003 Enterprise Edition or Standard Edition, including SMTP and IIS on the primary NTFS partition.
ATTENTION
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2.
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After you install and configure your selected operating system, refer to “Installing additional software on the server” on page 349 for information about installing Sybase Open Client. ATTENTION
If you are going to install Windows Server 2003 on an application server that currently has Windows 2000 Server and Symposium Web Client 4.5 installed, before you install the new operating system (and wipe out Windows 2000 Server and Symposium Web Client), Nortel Networks recommends that you upgrade all Agent Desktop Displays 4.0 client PCs to Release 4.5 of the software, and that you install SOAP 3.0 on each of these client PCs. Windows Server 2003 is incompatible with Agent Desktop Displays 4.0; it only functions with Release 4.5 of this software (or later). Since Windows Server 2003 does not support the RDS form of communication, which is required for the automatic upgrade of this software on client PCs, you can save time by performing the upgrade while you are still running Windows 2000 Server/Advanced Server. For details, see “To upgrade the Agent Desktop Displays client software” on page 705.
Note: When your operating system is Windows Server 2003 Enterprise or Standard Edition, you do not install Active Directory; instead, when you install Symposium Web Client, the system automatically installs Active Directory Application Mode (ADAM). During the installation, you can choose whether to install a standalone instance of ADAM, or whether you want to replicate this instance with other existing Symposium Web Client-specific instances of ADAM.
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Windows Server 2003 installation and configuration Introduction This section provides you with a high-level overview of the recommended configurations for Windows Server 2003 that are specific to the Symposium Web Client application. This section is not intended to provide you with detailed procedures for installing Windows Server 2003. For tips on installing the operating system software, see Appendix A, “Installation worksheets and checklists.” ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a local Windows user called iceadmin, and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the local iceadmin user account in Windows Server 2003. If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin or as any other user.
Windows Server 2003 installation checklist You can save time and effort by following the “Windows Server 2003 installation checklist” on page 1089. The items in this list describe the Windows Server 2003 Enterprise Edition or Standard Edition components whose installation or configuration affect Symposium Web Client functions. Note: This information is not a comprehensive walk-through of the operating system’s installation process. For detailed information on Windows Server 2003 and how to install it, see the documentation that accompanies the Windows Server 2003 Enterprise Edition or Standard Edition installation CD.
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Windows Server 2003 requirements When you install Windows Server 2003 Enterprise Edition or Standard Edition, there are several Windows components in the installation process that are required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) Terminal Services and Terminal Services Licensing
Notes:
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs: Active Directory Services Distributed File System Management and Monitoring Tools Microsoft .NET Framework 2.0 Beta 2 Other Network File and Print Services Subsystem for UNIX-based Windows Share Point Services If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD2 during the installation of Windows Server 2003 Release 2. To install IIS and Terminal Services, you must scroll through the list of components, and check Application Server and the Terminal Services and Terminal Services Licensing boxes. IIS is a subcomponent of Application Server, and SMTP is a subcomponent of IIS. For more information, see the “Windows Server 2003 installation checklist” on page 1089. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server.
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When installing Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. For details, see “Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)” on page 332.
ATTENTION
As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
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Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server Client Access License only; they do not require a separate Terminal Services Client Access License. If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these Client Access Licenses. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required. Symposium Call Center Web Client
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Domain group policies and the application server For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which ADAM is installed must not be a domain controller. It is optional whether it is a member of a domain. If you choose to add the server to an existing customer network domain, you must do so after you install Symposium Web Client. You can join a Windows 2000 or a Windows Server 2003 domain controller. However, you must note that each of these domain controllers has different security policies that may affect the application server. Since Windows 2000 domain controllers do not have the additional Windows Server 2003 security policies, when the application server is running Windows Server 2003 and you add the server to a Windows 2000 domain controller, you can only apply the Windows 2000 group security policies that are common to Windows Server 2003. All new Windows Server 2003 security policies that are not available in the Windows 2000 domain controller must be controlled by the Windows Server 2003 local security policy. If the application server is running Windows Server 2003 and you add the server to a Windows Server 2003 domain controller, then you can define the security policies in the Organizational Unit (OU) of the application server and combine this with the local server security policies for an effective security setting. You may need to adjust your group policies for Symposium Web Client or exclude the application server from a specific group policy if conflicts are identified. For more information on group policies and Symposium Web Client, see the Nortel Networks Symposium Call Center Web Client 4.5 Security Guide for Windows Server 2003. This guide is available to distributors and channel partners who have access to the Partner Information Center web site (within www.nortel.com).
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Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server) Nortel Networks recommends that you install Windows Server 2003 on a clean server that is newly partitioned and free of other operating system attributes. However, if the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct permissions for proper Symposium Web Client functionality. This procedure assumes that you have installed Windows Server 2003 on an application server that had previous operating system attributes or partitions on it. Follow the procedures in this section to manually configure the server. The procedures can be broken down into two main steps, as follows: 1.
After you install Windows Server 2003, verify that the default Windows groups and permissions exist on all system drives.
2.
If the default groups and permissions do not exist, add and remove groups as necessary, and grant all groups the default permissions.
To verify the groups and permissions on all system drives By default, when you install Windows 2000 Server, the system includes the following groups:
Administrators
Creator Owner
Users
System
When you install Windows Server 2003 on a computer that contains Windows 2000 Server attributes or partitions, you must ensure that the server contains these default groups with the default permissions listed in this procedure. If the drives contain any additional groups (for example, the Everyone group), then you must remove them.
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1
Log on to the application server with administrator privileges.
2
On the application server, in Windows Explorer, navigate to drive C:, rightclick it, and then select Properties from the resulting pop-up menu. Result: The Local Disk Properties window appears.
3
Click the Security tab.
4
In the Group or user names box, ensure that the Administrators group appears with the following permissions selected in the Allow column at the bottom of the window:
Full Control
Modify
Read & Execute
List Folder Contents
Read
Write
If the permissions are different than these, add or remove check marks in the Allow column until they match these permissions, and then click OK to save your changes. Note: If the Administrators group is not listed, then you must add it on this drive with the permissions listed above. For details, see “To add the required groups to all system drives” on page 336. 5
Click Apply to save your changes.
6
In the Group or user names box, ensure that the Creator Owner group appears with no permissions selected in the Allow column at the bottom of the window. Note: By default, there is a check mark beside Special Permissions. However, this permission is read-only and cannot be changed.
7
Click Apply to save your changes.
8
In the Group or user names box, ensure that the System group appears with the following permissions selected in the Allow column at the bottom of the window:
Full Control
Modify
Read & Execute
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Read
Write
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If the permissions are different than these, add or remove check marks in the Allow column until they match these permissions, and then click OK to save your changes. Note: If the System group is not listed, then you must add it on this drive with the permissions listed above. For details, see “To add the required groups to all system drives” on page 336. 9
Click Apply to save your changes.
10
In the Group or user names box, ensure that the Users group appears with the following permissions selected in the Allow column at the bottom of the window:
Read & Execute
List Folder Contents
Read
If the permissions are different than these, add or remove check marks in the Allow column until they match these permissions, and then click OK to save your changes. Note: If the Users group is not listed, then you must add it on this drive with the permissions listed above. For details, see “To add the required groups to all system drives” on page 336. 11
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If any other groups appear in this window (for example, the Everyone group), highlight the group, and then click Remove.
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Click Advanced. Result: The Advanced Security Settings for Local Disk window appears.
13
Ensure that the settings are as shown in the graphic above:
Administrators has Full control permissions over This folder, subfolders and files
Creator Owner has Full control permissions over Subfolders and files only
System has Full control permissions over This folder, subfolders and files
Users has Read & Execute permissions over This folder, subfolders and files
14
If there are any extra permissions or groups shown (for example, the Everyone group), highlight them, and then click Remove.
15
Click OK to save your changes and close the Advanced Security settings window.
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In the Local Disk Properties window, click OK to save all your new settings. Result: A window appears, asking you to confirm that you want to apply these changes.
17
Click OK.
18
Repeat steps 2 to 17 on each system drive in the application server.
To add the required groups to all system drives If any of the default groups that you require do not exist on any of the system drives, then you must add them. After you add them, follow the steps in “To verify the groups and permissions on all system drives” on page 332 to grant the groups the proper permissions. 1
Log on to the application server with administrator privileges.
2
On the application server, in Windows Explorer, navigate to drive C:, rightclick it, and then select Properties from the resulting pop-up menu. Result: The Local Disk Properties window appears.
3
Click the Security tab.
4
Click Add. Result: The Select Users, Computers, or Groups window appears.
5
In the top of the window, locate the group that you want to add (for example, Users).
6
Double-click the account. Result: The user account appears at the bottom of the window.
7
Click OK. Result: The user account appears in the Local Disk Properties window.
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8
Follow the steps in the procedure “To verify the groups and permissions on all system drives” on page 332 to grant the group the proper permissions.
9
Repeat steps 4 to 8 until you have added all the required groups.
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Applying security patches to the application server Introduction Occasionally, you must apply Microsoft hotfixes to your operating system to ensure proper functionality of all Symposium Web Client components. Given the number of operating system security patches and the complexity inherent in any network, Nortel Networks recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, then system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel Networks recommends that you follow Microsoft’s recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel Networks also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel Networks support organizations or your distributor. Whenever possible, Nortel Networks incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel Networks recommends that customers follow Microsoft’s guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required.
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Note: If Symposium Web Client does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of Symposium Web Client (from the backup you made before applying the patch). For added security, always check to see if Nortel Networks has already verified the Microsoft patch for its compatibility with Symposium Web Client by going to the Symposium Web Client section of the Partner Information Center (PIC) web site at https://app12.nortelnetworks.com/cgi-bin/mynn/home/ NN_prodDoc.jsp?BkMg=0&prodID=39141&prodName=Symposium+Call+Ce nter+Web+Client+&progSrcID=8026&whereClause=23&curOid=12460&progName=Products+by+Brand+(Do cumentation). On this page, under the Tools section heading, click the link for the Symposium Service Packs and Security Hotfixes Compatibility List.
Internet Group Management Protocol (IGMP) hotfix This hotfix is not required if you have installed Windows Server 2003 with Service Pack 1. If you have not installed Service Pack 1 for Windows Server 2003, you must install the Internet Group Management Protocol (IGMP) patch from Microsoft and perform the required changes to the registry in order to receive multicast data properly. If your version of Windows Server 2003 requires the IGMP patch, but you do not install it, your server will not reliably receive multicast data from the server in Symposium Call Center Server. For a list of operating systems that require the IGMP patch, and for detailed instructions about installing the patch and performing the required changes to the registry, contact Microsoft Product Support Services. Alternatively, you can follow the instructions described in the Microsoft Knowledge Base article 815752 located at http://support.microsoft.com. The IGMP patch fixes an issue with the handling of multicast data on Windows Server 2003. The TCP/IP protocol stack that is shipped with this operating system supports IGMP version 3 by default. However, most of the data networking equipment currently deployed uses IGMP version 1 or version 2. If the operating system does not automatically drop back to IGMP version 1 or
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version 2, the multicast traffic does not reach the application server. After you install the IGMP patch, the operating system correctly detects the IGMP version that the network is using and drops back to use this version so that multicast traffic flows properly.
Jet Database Engine hotfix This hotfix is not required if you have installed Windows Server 2003 with Service Pack 1. If you have not installed Service Pack 1 for Windows Server 2003, you must install the Jet Database Engine hotfix to prevent Internet Information Services (IIS) from locking. If your version of Windows Server 2003 requires the Jet Database Engine hotfix, but you do not install it, your Symposium Web Client server may temporarily stop responding. For a list of operating systems requiring the patch and for detailed instructions about installing the patch, contact Microsoft Product Support Services. Alternatively, you can follow the instructions described in the Microsoft Knowledge Base article 838306 located at http://support.microsoft.com. Before you install the Jet Database Engine hotfix, you must install the security update described in the Microsoft Knowledge Base article 837001 located at http://support.microsoft.com. For further information, contact Microsoft Product Support Services.
What’s next? If you did not configure a DNS server during the Windows installation, Symposium Web Client cannot find the Symposium Call Center Server systems. In this case, your next step is to manually update the HOSTS table. For more information, see “Did you configure a name resolution server?” on page 1033.
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Section B: Coresidency in Symposium Web Client
In this section Overview
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Overview Introduction In Symposium Web Client Release 4.5 SU04 or later (on a Windows Server 2003 platform), you can install the following software on the same server:
Symposium Web Client
Symposium Call Center Server Release 5.0 Feature Pack 1 (or later)
Telephony Application Program Interface Service Provider (TAPI) 3.0
Note: Symposium Call Center Server Release 5.0 Feature Pack 1 includes the base Symposium Call Center Server Release 5.0 software with incremental content. You can install the following combinations of these software applications on the same server:
Symposium Call Center Server and Symposium Web Client
Symposium Call Center Server, Symposium Web Client, and TAPI 3.0
Installation order Note: When installing the Symposium Call Center Server software, if you plan on eventually configuring the PC as a coresident server with Symposium Web Client (or even if you simply want to have the option of doing so), then you must choose the option Coresident Server during the installation. You do not have to install Symposium Web Client right away. However, if you want to install Symposium Web Client on this server at a later date, you can only do so if you choose Coresident Server during the Symposium Call Center Server installation. When you are installing coresident applications, the installation order is important. You must always install the Symposium Call Center Server software first, followed by Symposium Web Client, and then TAPI (if applicable).
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During the Symposium Call Center Server installation, a new window appears prior to running the pre-installation checker, asking you whether the installation is standalone or coresident. If you select coresident, then you must select the applications that you will be installing after Symposium Call Center Server (Symposium Web Client only, or Symposium Web Client and TAPI). Your selection in this window changes the installation program accordingly. However, you do not have to install all coresident software at once. Instead, you can install one component, and then install the next component later if you want to work with a coresident server. For example, you can install Symposium Call Center Server (choosing Coresident Server in the new window that appears prior to running the pre-installation checker), and then, when the Symposium Call Center Server installation is finished, choose Cancel in the window that asks if you want to proceed with the coresident installation. When you want to install Symposium Web Client on this server, just insert the Symposium Web Client CD to begin the installation. Note: If you are installing a coresident server with Symposium Call Center Server and Symposium Web Client, then you have the option of adding the server to an existing Active Directory domain. However, if you choose to add the server to a domain, you can only do so after you have installed the operating system, Symposium Call Center Server, and Symposium Web Client. You cannot add the coresident server to a domain before installing Symposium Web Client. If you are installing a coresident server that includes a TAPI server, then you must add the server to a domain, and you do so after you install the TAPI software. With these restrictions in mind, if your company’s security policy requires that servers must always be part of a domain and you have chosen to install a coresident configuration, then you cannot delay the installation of Symposium Web Client (and TAPI, if applicable) as this would entail having Symposium Call Center Server running on a server that is not part of a domain. Instead, you must install Symposium Web Client (and TAPI, if applicable) directly after Symposium Call Center Server so that you can add the server to the domain immediately after the installation.
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Installation tips When you are performing a coresident installation, you must have on hand the installation CD for each program because you will be prompted to insert each CD during the installation. Follow the installation and configuration tips in the appropriate document for each software program:
For information on installing and configuring Symposium Call Center Server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide. For information on Symposium Web Client, follow the installation and configuration procedures for Windows Server 2003, as listed in this guide. For information on installing and configuring TAPI, see the Network Managers Guide for Symposium TAPI Service Provider for Succession, Release 3.0.
When installing the chosen software, first install the Symposium Call Center Server software from the Symposium Call Center Server application CD. Once the installation is complete, the installation program then prompts you to insert the Symposium Web Client application CD into the server. When you are finished installing Symposium Web Client, and if you are not installing TAPI, the system prompts you to restart the server. However, if you are installing TAPI, then it prompts you to insert the TAPI application CD. Note: Aside from the specific installation order described above, there are no other changes required to merge the different applications on one server. All existing limitations for a standalone installation of each application are equally applicable to the applications installed in a coresident configuration.
Networking and coresidency When you have the networking feature enabled, and one Symposium Call Center Server is coresident with the Symposium Web Client application server, then you can only use this Symposium Web Client application server to administer the Symposium server with which it resides. This is because the administration of other non-coresident Symposium servers puts an additional load on the CPU of the coresident server (which may impact the call center operation). 344
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If ADAM replication is enabled on the coresident Symposium Web Client application server, then this server shares Symposium Web Client data with all other replication-enabled Symposium Web Client ADAM instances in your network. For example, if you have a standalone Symposium Web Client application server that has a number of Symposium servers configured on it, then when this server replicates with a coresident application server, all Symposium servers are also visible on the coresident application server. However, even though the coresident Symposium Web Client application server displays these multiple Symposium servers, you can use it only to administer the Symposium server with which it resides. A further consideration is the extra bandwidth usage of coresident Symposium Web Client application servers that have multiple Symposium servers configured on them. Each Symposium Web Client application server (both standalone and coresident) receives multicast data from each Symposium server on the network. This multicast data is then consolidated and retransmitted out to the network, which can result in duplicate multicast data being sent out over the network. On a coresident Symposium Web Client application server that is not replicating, Nortel Networks recommends that you configure only the coresident Symposium Call Center Server that it will be administering. This configuration minimizes the amount of multicast data that is retransmitted by Symposium Web Client onto the network by using the multicast filtering feature. This feature allows Symposium Web Client to transmit only multicast data for the configured Symposium Call Center Server. You must note, however, that this is not possible in a scenario where replication is enabled and there is more than one Symposium Call Center Server configured on any of the replicating Symposium Web Client application servers. Notes:
The NCC server must be installed on a standalone server; it cannot coreside with Symposium Web Client on one server. If you have multiple application servers in your network, then the data that you create and store on one application server (such as partitions) is only available on this server; it is not reflected on all application servers in your network. For details on the hardware requirements of coresident servers, see “Coresident server hardware requirements” on page 49.
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Using Symposium Web Client on a coresident server When using Symposium Web Client on a coresident server that is also used as a client PC (when you launch a browser session on the coresident server and work with Symposium Web Client), to minimize the level of CPU usage, Nortel Networks recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled), and the real-time displays that you launch. Running historical reports and viewing real-time displays that contain large amounts of data both cause an increase in the total CPU usage, which can have a negative effect on the performance of the coresident server. When using Symposium Web Client on a coresident server with an external client PC, the same note about using the Historical Reporting component applies: to minimize the level of CPU usage, Nortel Networks recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled) on the coresident server. Nortel Networks recommends that you consult the Capacity Assessment Tool (CapTool) before using any components on your coresident server to ensure that the server meets the requirements of your call center. As of the date of publication, the CapTool enables you to assess the setup of your coresident system when external clients are used. Future releases of the CapTool will include a coresident client/server component. The CapTool is available on the Partner Information Center (PIC) web site.
Multiple language support On coresident servers that contain Symposium Call Center Server, Symposium Web Client, and TAPI, the only supported language version of the Windows Server 2003 operating system is English. The following language versions of the Windows Server 2003 operating system are supported if the coresident server contains only Symposium Call Center Server and Symposium Web Client:
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Applying patches When you apply a patch or a Service Update to a coresident server, always refer to the readme file that accompanies the new software for instructions on installing the update and, in particular, guidelines on whether a server restart is required. The impact of the upgrade for the coresident system is always documented in the readme file.
Backing up and restoring data on a coresident server To keep data synchronized between Symposium Call Center Server and Symposium Web Client on a coresident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a coresident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Symposium Call Center Server and Symposium Web Client applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Symposium Call Center Server. Nortel Networks does not specifically recommend any tool for its compatibility with Symposium Call Center Server. Whenever you perform a partial backup of Symposium Call Center Server, you must ensure that you also perform a backup of Symposium Web Client. Furthermore, you must store both backups in the same location. The guidelines for performing backups on a coresident server are the same as those for a standalone server. For information on performing backups in Symposium Web Client, see Section B: “Backing up and restoring data in Windows 2003” on page 959. For information on performing backups in Symposium Call Center Server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
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Section C: Installing additional software on the server
In this section Overview
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Overview This section outlines the installation and configuration of Sybase Open Client 12.5, an additional software application that is a prerequisite for proper Symposium Web Client functionality:
Sybase Open Client version 12.5 You must install this software to use the Historical Reporting or Contact Center Management component of Symposium Web Client. You must install this application after you install Windows Server 2003, but before you install Symposium Web Client.
Notes:
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If you require any other third-party software (such as third-party backup utilities or antivirus software), you must install it after you install Symposium Web Client. While you must install Active Directory if your operating system is Windows 2000 Server/Advanced Server, when your operating system is Windows Server 2003, you do not require Active Directory. Instead, this operating system uses Active Directory Application Mode (ADAM), which is automatically installed when you install the Symposium Web Client software on a server running this operating system. For more information, see “About Active Directory Application Mode” on page 362.
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Installing Sybase Open Client on the application server Introduction ATTENTION
If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed and you do not need to install it again. Likewise, you do not need to verify the version of Sybase that is installed, nor do you need to upgrade the Sybase 12.5 ODBC driver. Instead, you can proceed directly to installing Symposium Web Client. For details, see “Installing Symposium Web Client (Windows Server 2003)” on page 370.
You must install Sybase Open Client version 12.5 to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the application server. Note: If you have Sybase version 12.0 installed on the application server, then you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the application server, then you must uninstall it before you install version 12.5. For information on uninstalling the software, see the documentation posted on the Sybase web site at http://manuals.sybase.com/onlinebooks/group-as/asp1200e/aseinsnt. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For details, see “To upgrade the Sybase 12.5 ODBC driver” on page 355.
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To verify the version of Sybase Open Client that is already installed Note: If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed and you do not need to install it again. Likewise, you do not need to verify the version of Sybase that is installed. If the server already has Sybase Open Client installed, perform the following procedure to verify the version of the software before upgrading to Sybase Open Client 12.5: 1
On the server, click Start ➝ Control Panel ➝ System. Result: The System Properties window appears.
2
Click the Advanced tab.
3
Click Environment Variables. Result: The Environment Variables window appears.
4
Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
To install Sybase Open Client Note: If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed, and you do not need to install it again. You can use this procedure to install Sybase Open Client version 12.5 for the first time, or to upgrade from version 12.0. Symposium Web Client only functions with Sybase Open Client 12.5. If the application server already has a version of Sybase installed that is newer than version 12.5, then you must uninstall it completely before installing version 12.5. For information on uninstalling Sybase software, see “Uninstalling Sybase Open Client” on page 986. Tip: Insert the Symposium Call Center Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
2
Click Add New Programs.
3
Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
4
Click Next. Result: The Run Installation Program window appears.
5
Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D:\ is the CD-ROM drive.
6
Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
7
Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
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Click Standard Install, and then click Next. Result: The Choose Directory window appears.
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If you are installing the software for the first time, type a custom location in which to install the software, or accept the default location shown. Nortel Networks recommends that when you are upgrading from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E: in a folder called Sybase, then you type E:\Sybase. However, if you do not know this location, then you can type a custom location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
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When choosing a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears, displaying the components being installed.
11
Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files will be copied.
12
Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program. If you are upgrading to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Since the file is optional, your choice does not affect the Sybase installation:
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If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. Note: If a window with the following message appears, click OK: COMCTL32.DLL - The system does not need this update. When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components. 13
Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION
Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
14
Click OK.
15
Close the Control Panel window. Continue with the procedure below, “To upgrade the Sybase 12.5 ODBC driver.”
To upgrade the Sybase 12.5 ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. Notes:
If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed and you do not need to install it again, nor do you need to upgrade the Sybase 12.5 ODBC driver. For further instructions, see the instructions.txt file, which is located in the EBF11113 folder on the Symposium Web Client CD-ROM. If you already have Sybase Open Client 12.5 installed on the application server and are upgrading Symposium Web Client 4.5 from one build to the next, then you must still perform this procedure to upgrade the Sybase
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Open Client 12.5 ODBC driver before upgrading the Symposium Web Client software. 1
On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
2
On the application server, reset IIS as follows: a. Click Start ➝ Run. b. In the Open box, type iisreset, and then click OK.
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Install the updated driver, EBF11113, as follows: a. On the application server, open an MS-DOS prompt, and then navigate to the root directory of the Symposium Web Client CD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver, %SYBASE% is the environment variable containing the directory location of Sybase Open Client 12.5 software installed on the application server, and C:\EBF11113.TXT is the log file that you can use to verify if all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash ( / ), followed by the letter shown. 4
On the application server, verify that the system successfully updated the driver as follows: a. Click Start ➝ All Programs ➝ Administrative Tools. b. Click the Data Sources (ODBC) icon. Result: The ODBC Data Source Administrator window appears. c. Click the Drivers tab. d. In the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. Note: If the ODBC driver version is not 4.10.00.49, then open the log file, C:\EBF11113.txt, to verify if there were any error messages recorded during the xcopy.
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Following a successful update, the text file contains results similar to those listed below: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
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What’s next? Install Symposium Web Client with Active Directory Application Mode.
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Section D: Installing Symposium Web Client on the server
In this section Overview
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Overview Introduction The following steps detail how to install and configure Symposium Web Client on an application server that is running Windows Server 2003. The Web Client installation wizard requires approximately 5 minutes to acquire configuration information and to perform the installation. Before you begin, check for updates in any installation addenda posted on the appropriate web site:
http://www.nortel.com (for end customers)
http://www.nortel.com/prd/picinfo/ (for distributors)
Minimum requirements Note: The system requirements and installation procedures apply to Symposium Web Client and the Symposium Configuration Tool. Before you install and use Symposium Web Client, you must ensure that the following Windows components and third-party software have been installed and configured on the application server:
Windows Server 2003 Enterprise Edition or Standard Edition Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs: Active Directory Services Distributed File System Management and Monitoring Tools Microsoft .NET Framework 2.0 Beta 2 Other Network File and Print Services Subsystem for UNIX-based Windows Share Point Services
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If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2.
Internet Information Services with SMTP Terminal Services and Terminal Services Licensing (required only for the Script Manager or Editor portion of the Scripting component) Sybase Open Client version 12.5 (required for Historical Reporting and Contact Center Management)
If the Symposium Web Client setup wizard does not detect these programs or components on the application server, it terminates the installation process. Note: When the application server is running Windows Server 2003, the Symposium Web Client installation automatically includes Active Directory Application Mode, which is used by this operating system (instead of Active Directory). For more information, see “About Active Directory Application Mode” on page 362. Before you install Symposium Web Client, you must decide if you are installing Symposium Web Client as the default web site on the application server, or if you are installing it as a virtual directory on an existing web site. If you require more information, see “Web sites and virtual directories” on page 1166 to determine the type of web site that best suits your company’s needs. ATTENTION
Nortel Networks recommends that you install Symposium Web Client as the default web site, reserving the application server solely for the use of Symposium Web Client.
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About Active Directory Application Mode Introduction When the application server is running Windows Server 2003, it uses Active Directory Application Mode (ADAM), instead of Active Directory. While both Active Directory and ADAM act as information storage frameworks, there are several differences between them. Since ADAM runs as a nonoperating system service, the server on which it is installed does not have to be a domain controller. Instead, it can be installed on an application server that is a member of an existing domain (even an existing NT domain). Note: For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which ADAM is installed must not be a domain controller. It is optional whether it is a member of a domain.
Active Directory Application Mode and replication When you install Symposium Web Client and Active Directory Application Mode (ADAM) on a server that is running Windows Server 2003, you have the option of making the application server a member of an existing domain. When you designate the application server a member of an existing domain, you can choose to replicate a Symposium Web Client-specific instance of ADAM with other Symposium Web Client-specific instances of ADAM. To do so, you must have access to more than one Symposium Web Client application server, each with a Symposium Web Client-specific instance of ADAM installed. Replication means that you share the data stored in one ADAM installation, or instance, back and forth with another ADAM instance, ensuring that the replicated data is the same across both servers. While you may have access to multiple ADAM instances, and multiple Symposium Web Client-specific ADAM instances, each application server can have only one Symposium Web Client-specific ADAM instance. To maintain the integrity of your Symposium Web Client data, you can only replicate a Symposium Web Client-specific ADAM instance with one or more other Symposium Web Client-specific instances of ADAM. 362
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Replication helps to ensure the resiliency of the Symposium Web Client data that is stored on the application server by allowing objects created in one Symposium Web Client ADAM instance to be automatically copied to any other Symposium Web Client ADAM instance to which it has been joined through replication. In this way, replication can help you to recover if one of your application servers breaks down. For more detailed information on ADAM, see the Microsoft Web site at http://www.microsoft.com/windowsserver2003/adam/default.mspx. After you install ADAM on the application server, you can also consult the ADAM online Help by clicking Start ➝ All Programs ➝ ADAM ➝ ADAM Help.
Installation and uninstallation Unlike Active Directory, which you must manually install before installing Symposium Web Client, ADAM is automatically installed on application servers that are running Windows Server 2003 when you install the Symposium Web Client software. For details on installing Symposium Web Client, see “Installing Symposium Web Client (Windows Server 2003)” on page 370. While installing Symposium Web Client, the program offers you the following three choices about how you want to install ADAM, based on your current network configuration and whether you want to replicate ADAM:
You can choose not to replicate ADAM, in which case the Symposium Web Client and ADAM installation is automatic. You can choose to replicate ADAM when there are no existing Symposium Web Client-specific instances of ADAM. In this case, you create the first instance of ADAM, and can replicate it with other instances of ADAM later on. You can choose to replicate an existing Symposium Web Client-specific instance of ADAM. In this case, you create a Symposium Web Clientspecific instance of ADAM and you select the other Symposium Web Client-specific instance of ADAM that you want to replicate.
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ATTENTION
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After the ADAM installation (with replication) is complete, the first time full replication takes place, you may have to wait for some time for it to finish. The amount of time required depends on its setup (for example, whether it is in a domain, trusted domain, LAN, or a WAN) and the speed of the network. You cannot log on to Symposium Web Client until replication is fully completed on the new application server. After replication is complete, you can use Symposium Web Client, and replication is thereafter transparent to the user.
When you uninstall Symposium Web Client, the system asks if you want to preserve customer data. If you click No, the system uninstalls ADAM from the application server; if you click Yes, the system uninstalls Symposium Web Client, but leaves ADAM intact on the application server. When you reinstall Symposium Web Client, the system asks if you want to use the preserved customer data. If you click No, the system uninstalls ADAM from the application server, and then reinstalls ADAM with Symposium Web Client; if you click Yes, the system installs Symposium Web Client and uses the version of ADAM that was already installed.
Replicated data Replication causes certain Symposium Web Client data files to be copied between replicated servers. However, not all Symposium Web Client data is replicated. The following data is replicated between servers within the same domain:
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access classes
partitions
private and graphical real-time reports
real-time report filters
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The data listed above is exchanged between the Symposium Web Client 4.5 application servers, so that if it is changed on one server, it is replicated to the other application servers. No other Symposium Web Client data is replicated. The data that is not replicated includes
scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files
user-created historical reports that are imported into Symposium Web Client
real-time report exported files
Emergency Help exported files
Notes:
The version of the Symposium Web Client software must be the same on each server. Replication should not be used as a method of backing up Symposium Web Client data for the following two reasons: Not all Symposium Web Client data is replicated. You cannot use replication to roll back data to a specific time, which may be required. For more details on how to back up Symposium Web Client data, refer to “Backing up Symposium Web Client data in Windows Server 2003” on page 960.
ADAM and service accounts When installed on the application server, ADAM runs as a service and requires a service account. The type of ADAM service account that you can choose during the ADAM installation depends on the Windows workgroup or domain environment into which you are installing ADAM, and whether this is the first instance that you are installing in your network, or if you are replicating an existing instance.
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If you are replicating an existing instance, then your choices for the service account for this new instance vary according to
the Windows workgroup or domain into which the original ADAM instance was installed the service account chosen for the original ADAM instance
Before you install the first instance of ADAM (with replication), you must note the environment into which you are installing it; when you are replicating an existing instance, you must note both the environment into which you are installing the replica instance and the type of service account chosen for the original instance. Note: For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which ADAM is installed must not be a domain controller. It is optional whether it is a member of a domain. Example - first ADAM instance If you are installing the first instance of ADAM within a Windows 2000 domain or forest, then you have the option of choosing a network service, workstation user, or domain user as the service account type for this ADAM instance. Example - replica of existing ADAM instance If you are installing a replica of an existing Symposium Web Client ADAM instance, your choices are limited according to the type of service account chosen for the original ADAM instance. For example, if the original ADAM instance was installed in a Windows NT 4.0 domain, and the service account chosen for it was a workstation user, then your only choice for the service account for the replicated instance is also a workstation user. For more information, you can also consult the Microsoft documentation.
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The following table outlines the ADAM service account options that are available to you based on the environment into which you are installing ADAM:
Security context
Service account First ADAM instance
Workgroup
Replica ADAM instances
Network service Replica ADAM Not applicable instances not allowed Workstation user
Windows 2000 domain or forest
Default replication authentication method
Workstation user
Negotiated pass-through
Network service Network service Negotiated OR Domain user
OR
Workstation user
Workstation user
Negotiated pass-through
Windows Server 2003 domain or forest
Domain user
Domain user
Negotiated
Windows NT 4.0 domain
Workstation user
Workstation user
Negotiated pass-through
Domain user
Domain user
Negotiated
OR Network service
Scheduling ADAM replication Once you have installed ADAM with replication and have performed the first complete replication cycle, you can choose the replication schedule. You can choose when to replicate ADAM data, and how often to replicate it. Note that if you do not choose the replication schedule, the system still replicates the data according to its default schedule of once an hour, every day. Planning, Installation, and Administration Guide
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Note: After you install ADAM on the application server, you can also consult the ADAM online Help for details on scheduling replication. Click Start ➝ All Programs ➝ ADAM ➝ ADAM Help to launch the online Help application. To schedule ADAM replication You can change the frequency and time of the replication schedule by using the ADSIEdit Editor, a tool that is installed on the application server when you install ADAM. This is a powerful tool and should only be used by personnel who are familiar with it. 1
To access the tool, click Start ➝ All Programs ➝ ADAM ➝ ADAM ADSI Edit. Result: The ADAM adsiedit window appears. The first time you open the tool, this window appears blank. You must first connect to the ADAM service. Note: If you have already opened this tool and have connected to the service, then you can proceed to step 5.
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Click Action ➝ Connect to. Result: The Connection Settings window appears.
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Ensure that the following values are selected:
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Under the Connect to the following node section, ensure that the Well-known naming context option button is selected, and within its drop-down list, Configuration appears.
Click OK. Result: The ADAM adsiedit window reappears with the connection showing in the tree in the left pane.
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In the tree, double-click My Connection.
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When it expands, double-click the configuration partition folder, CN=Configuration, CN=<partition label>.
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Double-click the CN=Sites folder.
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Double-click the CN=Default-First-Site-Name folder.
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Double-click the CN=Servers folder.
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Within this folder, double-click the site container in which the ADAM instance resides. In this case, it is the server upon which this ADAM instance resides, CN=<server name>$SymposiumWC. Symposium Call Center Web Client
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Within this folder, click CN=NTDS Site Settings. Result: An element appears in the right pane.
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In the right pane, right-click the element and, from the resulting pop-up menu, click Schedule. Result: The Schedule window appears.
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Choose your replication schedule, and then click OK.
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Close the ADAM adsiedit window to save your changes.
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Installing Symposium Web Client (Windows Server 2003) Introduction You must have administrator privileges in Windows Server 2003 to install Symposium Web Client on the application server. After you install the software from the Symposium Web Client CD, you must apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. Service updates are no longer supplied on a supplementary CD for Symposium Web Client. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. ATTENTION
The procedures in this section outline how to install Symposium Web Client for the first time. If you are reinstalling Symposium Web Client 4.5 on an application server that is running Windows Server 2003, then there are a different series of steps that you must follow. For details, see “Scenarios for reinstalling Symposium Web Client (Windows Server 2003)” on page 461.
Installation options for Symposium Web Client and Active Directory Application Mode The procedures in this section are organized into three separate installation types, according to how you want to install Active Directory Application Mode (ADAM). Choose your installation type based on your current network configuration and whether you want to replicate ADAM.
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You can choose not to replicate ADAM, in which case the Symposium Web Client and ADAM installation is automatic. For details, see “To install Symposium Web Client on the application server (no ADAM replication)” on page 371.
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You can choose to replicate ADAM when there are no existing Symposium Web Client-specific instances of ADAM. In this case, you install the first instance of ADAM, and can thereafter replicate it if desired. For details, see “To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist)” on page 390. You can choose to replicate an existing Symposium Web Client-specific instance of ADAM. For details, see “To install Symposium Web Client on the application server (and replicate an existing ADAM instance)” on page 420.
To install Symposium Web Client on the application server (no ADAM replication) Perform this procedure to install Symposium Web Client and ADAM for the first time with no replication. Note that if you install ADAM in this way, you cannot choose to replicate this instance later on. ATTENTION
This procedure outlines how to install Symposium Web Client for the first time. If you are reinstalling Symposium Web Client 4.5 on an application server that is running Windows Server 2003, then there are a different series of steps that you must follow. For details, see “Scenarios for reinstalling Symposium Web Client (Windows Server 2003)” on page 461.
Note: You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ All Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation.
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Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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Result: The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed on page 360 are not met. If all requirements are met, then the installation continues (see page 373 for further steps).
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The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want ADAM to replicate with an existing instance of ADAM already on the network. If you are performing this procedure, it is because you do not want to replicate ADAM. If you want to replicate ADAM, see “To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist)” on page 390, or “To install Symposium Web Client on the application server (and replicate an existing ADAM instance)” on page 420.
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Click No. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information. b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client.
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Click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name. If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. Note: If you change the computer name after you install Symposium Web Client on Windows Server 2003, then some SOAP processes will not function properly (because they still refer to the old computer name), and you will not be able to work with the components that require SOAP functionality, such as Configuration. To reset the SOAP files to reflect the new computer name, an administrator or support technician must run the ChangeSOAPSrv utility. Additionally, you must also perform a procedure to
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reset the name in IIS. For details, see “Do you need to change the computer name of the application server?” on page 1015. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Port Configuration for ADAM window appears.
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Based on the server configuration, the default values in this window vary, as follows:
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Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Click Next. Result: The Web Site Type window appears.
You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166.
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To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166. 14
Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
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Complete: Click Complete to install all Symposium Web Client components and proceed to step 19.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent 380
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Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 17
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 18
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 21
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After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full Symposium Call Center Web Client
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administrative privileges and is required for proper Symposium Web Client functionality. Note: You are only required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. Since you are performing a fresh installation, the Old Password box is disabled.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates.
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Then the system installs Active Directory Application Mode (ADAM).
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When it is finished installing ADAM, click Next. Result: The Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: Based on your installation type, a different window appears.
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If you are installing Symposium Web Client on a coresident server, and you have chosen to install TAPI 3.0 on the server, then a window appears asking you to continue with the TAPI installation.
Click OK, and then insert the TAPI 3.0 CD into the server.
If you are not installing TAPI, then the Symposium Web Client Installer Information dialog box appears.
Click Yes to restart your computer.
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1.
Download and apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. To register for this web site, follow the instructions listed at http://nortel.com/register.
2.
Configure Internet Explorer 6.0 if you want to use the application server as a client PC in Symposium Web Client. For details, see “Configuring Internet Explorer” on page 531.
3.
Add the IUSR_SWC account as the anonymous account for IIS before you use Historical Reporting. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
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Optionally, you can now install the XML automated assignments feature, which is used in conjunction with the Contact Center Management component. This feature enables you to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. For information on installing this feature, see the XML Assignments User Guide. This guide and other associated documentation and engineering/development support resources for the XML automated assignments feature are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841. If you do not want to install this feature, then proceed directly to configuring the application server. For more information, see Section F: “Configuring the server (Windows Server 2003)” on page 529.
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To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist) Perform this procedure if you want to install Symposium Web Client for the first time and replicate ADAM when there are no existing Symposium Web Clientspecific instances of ADAM. In this case, you install the first instance of ADAM, and can thereafter replicate it, if desired, with other Symposium Web Client instances that you subsequently add to application servers in your network. ATTENTION
The following procedure outlines how to install Symposium Web Client for the first time. If you are reinstalling Symposium Web Client 4.5 on an application server that is running Windows Server 2003, then there are a different series of steps that you must follow. For details, see “Scenarios for reinstalling Symposium Web Client (Windows Server 2003)” on page 461.
Notes:
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Before you perform this procedure, you must know the security context in which you are creating this ADAM instance. For example, is it a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, or is it within a workgroup, and so on. For more information, see “ADAM and service accounts” on page 365 or consult the Microsoft documentation. You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ All Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation.
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Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed on page 360 are not met. If all requirements are met, then the installation continues.
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The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
10
Key codes are case-sensitive.
Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you are performing this procedure, it is because you want to create the first instance of ADAM, with the option of replicating it later. If you want to replicate an existing instance of ADAM, see “To install Symposium Web Client on the application server (and replicate an existing ADAM instance)” on page 420. If you do not want to replicate ADAM, see “To install Symposium Web Client on the application server (no ADAM replication)” on page 371.
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Click Yes. Result: The welcome window for the ADAM setup wizard appears.
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Click Next. Result: The ADAM license agreement appears.
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Accept the terms of the license agreement, and then click Next. Result: The Installation Options window appears.
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Ensure that the default value, ADAM and ADAM administration tools, is selected, and then click Next. Result: The Setup Options window appears.
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Since you are installing the first instance of ADAM in your network, click A unique instance, and then click Next. Note: This choice creates a new ADAM instance, which you can then replicate with any other Symposium Web Client instances of ADAM that you subsequently add to your network. Result: The Instance Name window appears.
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Type the name by which this instance of ADAM can be identified. For proper replication of Symposium Web Client data, you must type SymposiumWC, and then click Next. Result: The Ports window appears.
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
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Click Next. Result: The Application Directory Partition window appears.
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In this window, you specify the location in ADAM where Symposium Web Client data is stored. Click Yes, create an application directory partition, and then, in the Partition name box, type DC=Nortelnetworks,DC=COM. Note: You must type this string exactly as shown; otherwise, the replication of Symposium Web Client data does not function properly.
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Click Next. Result: The File Locations window appears.
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This window displays the location where ADAM-specific files reside on the application server. Accept the default values, and then click Next. Result: The Service Account Selection window appears.
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This window enables you to select the service account requirements of this ADAM instance. Since ADAM runs as a service on the server, it requires a
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service account. ADAM service account requirements depend on the Windows workgroup or domain environment in which you are installing ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so Network service account is selected. Choose the option that best suits your network configuration, and then click Next. Note: The values shown in this procedure are only sample values that you could choose if the application server were a Windows Server 2003 member server in a Windows 2000 domain. However, there are other possible configurations for which these values do not work. Therefore, you must choose the appropriate values based on your specific network configuration. See “ADAM and service accounts” on page 365 or the Microsoft documentation for more information. Result: The ADAM Administrators window appears.
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In this window, you specify an account or group that can be used to administer this ADAM instance. Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select User or Group window appears.
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Ensure that the local computer name appears in the From this location box (the computer on which you are installing ADAM). If the application server name does not appear, then click Locations and browse to the correct computer name.
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Click Advanced. Result: The bottom portion of the Select User or Group window expands.
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Ensure that User, Group, or Built-in security principal appears in the Select this object type box. (If it does not appear, then click Object Types and locate it.) Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
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From the list of user accounts and groups, highlight the Administrators group, and then click OK. Note: Ensure that you click the Administrators (plural) group, as shown in the graphic above. Groups are denoted by the double-head icon, while users are represented by single heads. Result: The Select User or Group window reappears, with the Administrators group shown at the bottom.
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Confirm that you have selected the correct group (Administrators), and that it is located on the local computer, and then click OK. Result: The ADAM Administrators window reappears with the Administrators group shown at the bottom.
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Click Next. Result: The Importing LDIF Files window appears.
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This window enables you to import additional Lightweight Directory Interchange Format (LDIF) files into your ADAM instance. However, since Symposium Web Client already imports these files, leave the default option
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Do not import LDIF files for this instance of ADAM selected, and then click Next. Result: The Ready to Install window appears.
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Confirm the installation components, and then click Next. Result: The completing window appears, notifying you that ADAM was successfully installed.
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Click Finish. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information. b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section: Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client.
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Click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name. If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. Note: If you change the computer name after you install Symposium Web Client on Windows Server 2003, then some SOAP processes will not function properly (because they still refer to the old computer name), and you will not be able to work with the components that require SOAP functionality, such as Configuration. To reset the SOAP files to reflect the new computer name, an administrator or support technician must run the ChangeSOAPSrv utility. Additionally, you must also perform a procedure to
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reset the name in IIS. For details, see “Do you need to change the computer name of the application server?” on page 1015. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Web Site Type window appears.
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You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166. To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166.
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Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
Complete: Click Complete to install all Symposium Web Client components and proceed to step 39.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
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c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 37
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
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b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 38
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 41
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality. Note: You are only required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. Since you are now performing a fresh installation, the Old Password box is disabled.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: Based on your installation type, a different window appears.
If you are installing Symposium Web Client on a coresident server, and you have chosen to install TAPI 3.0 on the server, then a window appears asking you to continue with the TAPI installation.
Click OK, and then insert the TAPI 3.0 CD into the server.
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If you are not installing TAPI, then the Symposium Web Client Installer Information dialog box appears.
Click Yes to restart your computer.
What’s next? 1.
Download and apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. To register for this web site, follow the instructions listed at http://nortel.com/register.
2.
Configure Internet Explorer 6.0 if you want to use the application server as a client PC in Symposium Web Client. For details, see “Configuring Internet Explorer” on page 531.
3.
Add the IUSR_SWC account as the anonymous account for IIS before you use Historical Reporting. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
4.
Optionally, you can now install the XML automated assignments feature, which is used in conjunction with the Contact Center Management component. This feature enables you to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. For information on installing this feature, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on
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the Developer Program, including an online membership application, is also available on this site. Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841. If you do not want to install this feature, then proceed directly to configuring the application server. For more information, see Section F: “Configuring the server (Windows Server 2003)” on page 529. To install Symposium Web Client on the application server (and replicate an existing ADAM instance) Perform this procedure if you want to install Symposium Web Client with ADAM for the first time and replicate an existing Symposium Web Client ADAM instance in your network. In this procedure, you create the ADAM instance on your application server and navigate to another Symposium Web Client instance on another application server. You can only replicate existing Symposium Web Client-specific instances of ADAM and only if they have been installed according to the procedure “To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist)” on page 390 or according to the following procedure. Note: You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ All Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation. Before performing this procedure, you must know the following:
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the name of your domain controller the name of the remote application server containing the ADAM instance with which you want to replicate the port number the ADAM instance uses on this remote computer to communicate the security context in which you are installing the ADAM instance and the type of service account chosen for the original ADAM instance. For Symposium Call Center Web Client
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example, are you installing a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, or is it within a workgroup, and so on. For more information on this, see “ADAM and service accounts” on page 365 or consult the Microsoft documentation. In addition, there must be a domain user created on the domain controller that is a member of the Administrators group and the Replicator group, and you must know the user name and password for this user. ATTENTION
The following procedure outlines how to install Symposium Web Client for the first time. If you are reinstalling Symposium Web Client 4.5 on an application server that is running Windows Server 2003, then there are a different series of steps that you must follow. For details, see “Scenarios for reinstalling Symposium Web Client (Windows Server 2003)” on page 461.
ATTENTION
After the ADAM installation (with replication) is complete, the first time full replication takes place, you may have to wait for some time for it to finish. The amount of time required depends on its setup (for example, whether it is in a domain, trusted domain, LAN, or a WAN) and the speed of the network. You cannot log on to Symposium Web Client until replication is fully completed on the new application server. After replication is complete, you can use Symposium Web Client and replication is thereafter transparent to the user.
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Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed on page 360 are not met. If all requirements are met, then the installation continues (see page 392 for further steps).
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The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you are performing this installation, it is because you want to replicate an existing instance of ADAM. If you want to create the first instance of ADAM, see “To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist)” on page 390. If you do not want to replicate ADAM, see “To install Symposium Web Client on the application server (no ADAM replication)” on page 371.
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Click Yes. Result: The welcome window for the ADAM setup wizard appears.
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Click Next. Result: The ADAM license agreement appears.
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Accept the terms of the license agreement, and then click Next. Result: The Installation Options window appears.
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Ensure that the default value, ADAM and ADAM administration tools, is selected, and then click Next. Result: The Setup Options window appears.
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Click A replica of an existing instance, and then click Next. Result: The Instance Name window appears.
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Type the name by which this instance of ADAM can be identified. For proper replication of Symposium Web Client data, you must type SymposiumWC, and then click Next. Result: The Ports window appears.
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Click Next. Result: The Joining a Configuration Set window appears.
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In this window, you select the computer that contains the ADAM instance with which you want to replicate and the port number on that computer that ADAM uses to communicate. In the Server box, type the name of the application server containing the ADAM instance with which you want to replicate. If you do not know the name of the computer, perform the following steps. Otherwise, skip to step 20. a. Click Browse to locate the computer. Result: The Select Computer window appears.
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b. In the Select this object type box, ensure that Computer appears. If it does not appear, then click Object Types and select Computer. c. In the From this location box, ensure that your domain controller appears. If it does not appear, then click Locations to select it. d. When these values are in the boxes noted, click Advanced. e. Click Find Now. Result: The list of available computers appears at the bottom of the window. f.
From the list of computers, select the Symposium Web Client application server containing the ADAM instance with which you want to replicate your ADAM instance, and then click OK. Result: The Select Computer window reappears.
g. Click OK to return to the Joining a Configuration Set window.
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In the LDAP Port box, type the port number on the remote server that the ADAM instance uses to communicate, and then click Next. Note: You must type the correct computer name and port number. If you type incorrect information in this window, an error message appears. Result: The Administrative Credentials for the Configuration Set window appears. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Symposium Web Client ADAM instances, they all belong to the same configuration set.
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In this window, you must select an administrative user before you can add this remote ADAM instance into the existing configuration set. The domain user you select must already exist on the domain controller and must be a member of both the Administrators group and the Replicator group. Click This account, and then type the domain name followed by the user name in the format <domain name>\<user name>. For example, in the graphic above, the domain name is APPTEST2, and the user name is DomainUserX.
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In the Password box, type the password for this user account, and then click Next. Result: The system confirms the existence of the other ADAM instance on the server you indicated, and confirms the port number and user credentials you typed, and then the Copying Application Directory Partitions window appears.
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The directory partitions that exist in the other ADAM instance appear in the Available partitions box. All Symposium Web Client-specific ADAM instances have the DC=Nortelnetworks,DC=COM partition. (If this partition is not displayed, then this ADAM instance contains no Symposium Web Client-specific data and you cannot replicate this instance.) In the Available partitions box, highlight the partition DC=Nortelnetworks,DC=COM, and then click Add to move it to the Partitions to copy box.
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Click Next. Result: The File Locations window appears.
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This window displays the location where ADAM-specific files reside on the application server. Accept the default values, and then click Next. Result: The Service Account Selection window appears.
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This window enables you to select the service account requirements of the ADAM instance that you are creating on the application server. Since Symposium Call Center Web Client
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ADAM runs as a service on the server, it requires a service account. ADAM service account requirements depend on the Windows workgroup or domain environment in which you are installing ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so Network service account is selected. Choose the option that best suits your network configuration, and then click Next. Note: The values shown in this procedure are only sample values that you could choose if the application server were a Windows Server 2003 member server in a Windows 2000 domain. However, there are other possible configurations for which these values do not work. Therefore, you must choose the appropriate values based on your specific network configuration. See “ADAM and service accounts” on page 365 and the Microsoft documentation for more information. Result: The ADAM Administrators window appears.
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In this window, you specify an account or group that can be used to administer this ADAM instance. Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select User or Group window appears.
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Ensure that the local computer name appears in the From this location box (the computer on which you are installing ADAM). If the application server name does not appear, then click Locations and browse to the correct computer name.
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Click Advanced. Result: The bottom portion of the Select User or Group window expands.
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Ensure that User, Group, or Built-in security principal appears in the Select this object type box. (If it does not appear, then click Object Types and locate it.) Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
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From the list of user accounts and groups, highlight the Administrators group, and then click OK. Note: Ensure that you click the Administrators (plural) group, as shown in the graphic above. Groups are denoted by the double-head icon, while users are only single heads. Result: The Select User or Group window reappears, with the Administrators group shown at the bottom.
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Confirm that you have selected the correct group (Administrators), and that it is located on the local computer, and then click OK. Result: The ADAM Administrators window reappears with the Administrators group shown at the bottom.
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Click Next. Result: The Ready to Install window appears.
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Confirm the installation components, and then click Next. Result: The completing window appears, notifying you that ADAM was successfully installed.
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Click Finish. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information. b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client.
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Click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name. If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. Note: If you change the computer name after you install Symposium Web Client on Windows Server 2003, then some SOAP processes will not function properly (because they still refer to the old computer name), and you will not be able to work with the components that require SOAP functionality, such as Configuration. To reset the SOAP files to reflect the new computer name, an administrator or support technician must run the ChangeSOAPSrv utility. Additionally, you must also perform a procedure to
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reset the name in IIS. For details, see “Do you need to change the computer name of the application server?” on page 1015. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Web Site Type window appears.
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You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166. To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166.
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Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
Complete: Click Complete to install all Symposium Web Client components and proceed to step 42.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
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c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 40
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
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b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 41
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 44
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality. Note: You are only required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. Since you are now performing a fresh installation, the Old Password box is disabled.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: This instance of ADAM now has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer. Based on your installation type, a different window now appears.
If you are installing Symposium Web Client on a coresident server, and you have chosen to install TAPI 3.0 on the server, then a window appears asking you to continue with the TAPI installation.
Click OK, and then insert the TAPI 3.0 CD into the server. 450
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If you are not installing TAPI, then the Symposium Web Client Installer Information dialog box appears.
Click Yes to restart your computer.
What’s next? 1.
Download and apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. To register for this web site, follow the instructions listed at http://nortel.com/register.
2.
Configure Internet Explorer 6.0 if you want to use the application server as a client PC in Symposium Web Client. For details, see “Configuring Internet Explorer” on page 531.
3.
Add the IUSR_SWC account as the anonymous account for IIS before you use Historical Reporting. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
4.
Optionally, you can now install the XML automated assignments feature, which is used in conjunction with the Contact Center Management component. This feature enables you to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. For information on installing this feature, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on
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the Developer Program, including an online membership application, is also available on this site. Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841. If you do not want to install this feature, then proceed directly to configuring the application server. For more information, see Section F: “Configuring the server (Windows Server 2003)” on page 529.
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Installing or repairing individual Symposium Web Client components Introduction You can repair corrupted files for a component in Symposium Web Client by reinstalling that particular component. You can also add new Symposium Web Client components after the initial installation.
Repairing a damaged Symposium Web Client component You can repair a damaged Symposium Web Client component, using the Add/ Remove Programs feature in Windows. To repair a damaged Symposium Web Client component 1
Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Select Symposium Web Client from the list of installed programs.
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Click Change. Result: The Welcome to the Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Program Maintenance window appears.
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Click Repair.
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Click Next. Result: The Ready to Repair the Program window appears. Note: You do not have to identify which components are malfunctioning. Symposium Web Client checks all of its components to identify those that require repair.
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Click Next. Result: The Repair window appears and the repair process begins. A repair completion message appears when the repair is finished.
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Click Finish to close the Repair window. Result: The Symposium Web Client Installer Information dialog box prompts you to restart your computer.
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Click Yes to restart the system.
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Installing an individual Symposium Web Client component To install Real-Time Reporting, Historical Reporting, or Agent Desktop Displays in Symposium Web Client, run the Symposium Web Client installation program, enter a new keycode, and then install the component. After you add the Historical Reporting component, you must install and configure Simple Mail Transfer Protocol (SMTP) on the application server if you want to take advantage of Historical Reporting’s e-mail notification feature. See “To configure the SMTP server” on page 583. To install an individual Symposium Web Client component 1
Insert the Symposium Web Client CD in the application server’s CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Select Symposium Web Client from the list of installed programs.
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Click Change. Result: The Welcome to the Symposium Call Center Web Client Setup window appears.
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Click Next. Result: The Program Maintenance window appears with the system default as Modify.
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Click Next. Result: The Custom Setup window appears and lists the Symposium Web Client components. The components that are not installed are preceded by an X.
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Click the drop-down arrow beside the name of the component that you want to add. Note: You must install individual components from the Symposium Web Client application CD-ROM. You cannot install individual components from an upgrade setup.exe file.
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On the resulting pop-up menu, click This feature will be installed on local hard drive.
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Click Next. Result: The Ready to Modify the Program window appears.
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Click Install. Result: The Installing Symposium Call Center Web Client window appears with a status bar that displays the progress of the installation process. When the installation is complete, the Completing Symposium Call Center Web Client Setup Wizard window appears.
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Click Finish. Result: The Symposium Call Center Web Client Installer Information window appears.
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Click Yes to restart the system.
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Section E: Reinstalling Symposium Web Client (Windows Server 2003)
In this section Overview
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Scenarios for reinstalling Symposium Web Client (Windows Server 2003) 461
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Overview Introduction When you uninstall Symposium Web Client 4.5 from an application server that is running Windows Server 2003, the system asks you if you want to preserve customer data. If you click No, the system uninstalls Active Directory Application Mode (ADAM) from the application server; if you click Yes, the system uninstalls Symposium Web Client, but leaves ADAM intact on the application server. When you then reinstall Symposium Web Client 4.5 on the server, the installation changes based on
whether you choose to use the preserved customer data during the reinstallation whether you choose to enable ADAM replication during the reinstallation
This section includes the reinstallation procedure for all scenarios. Note that these scenarios are applicable only if the operating system on the application server is Windows Server 2003, since it supports ADAM. If the operating system is Windows 2000 Server/Advanced Server, then you can perform the normal installation procedure to reinstall the software. ATTENTION
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If you have the Windows Server 2003 operating system, when reinstalling Symposium Web Client on the application server, you must reinstall it in the same directory in which it was originally installed or errors will occur (the default directory is C:\Program Files\Nortel Networks\WClient, but it may have been installed in a custom location).
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Scenarios for reinstalling Symposium Web Client (Windows Server 2003) Introduction Before you reinstall the software, choose the appropriate scenario from the following list, and then follow the applicable procedure:
You are reinstalling the software, you do not want to use preserved customer data, and you want to enable ADAM replication. Follow the procedure “To reinstall Symposium Web Client (do not use preserved customer data but enable replication)” below. You are reinstalling the software, you do not want to use preserved customer data, and you do not want to enable ADAM replication. Follow the procedure “To reinstall Symposium Web Client (do not use preserved customer data and do not enable replication)” on page 493. You are reinstalling the software, and you want to use preserved customer data. Follow the procedure “To reinstall Symposium Web Client (use preserved customer)” on page 512.
To reinstall Symposium Web Client (do not use preserved customer data but enable replication) Follow the procedure below to reinstall Symposium Web Client 4.5 if the operating system on the application server is Windows Server 2003 and you are choosing to not use preserved customer data. You are choosing, however, to enable ADAM replication. During this procedure, the program uninstalls ADAM from the application server (and then reinstalls it). 1
Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The system prompts you to restore customer data.
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Click No if you do not want the system to restore previously saved data. The system uninstalls Active Directory Application Mode from the application server, and then reinstalls ADAM with Symposium Web Client (if you click Yes, the system installs Symposium Web Client and uses the
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version of ADAM that was already installed and saved with the preserved customer data.) Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
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Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you are performing this reinstallation procedure, it is because you want to replicate an existing instance of ADAM.
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Click Yes. Result: A warning window appears, notifying you that the existing ADAM instance will be removed from the application server.
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Click Yes. Result: Another warning window appears, notifying you that the system will remove the ADAM configuration set from the application server. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Symposium Web Client ADAM instances, they all belong to the same configuration set.
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Click Yes. Result: The Active Directory Application Mode Removal Wizard appears and the system uninstalls ADAM.
When the system is finished uninstalling ADAM, the following window appears:
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Click Close. Result: The welcome window for the ADAM setup wizard appears.
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Click Next. Result: The ADAM license agreement appears.
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Accept the terms of the license agreement, and then click Next. Result: The Installation Options window appears.
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Ensure that the default value, ADAM and ADAM administration tools, is selected, and then click Next. Result: The Setup Options window appears.
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Click A replica of an existing instance, and then click Next. Result: The Instance Name window appears.
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Type the name by which this instance of ADAM can be identified. For proper replication of Symposium Web Client data, you must type SymposiumWC, and then click Next. Result: The Ports window appears.
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Click Next. Result: The Joining a Configuration Set window appears.
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In this window, you select the computer that contains the ADAM instance with which you want to replicate and the port number on that computer that ADAM uses to communicate. In the Server box, type the name of the application server containing the ADAM instance with which you want to replicate. If you do not know the name of the computer, perform the following steps. Otherwise, skip to step 24. a. Click Browse to locate the computer. Result: The Select Computer window appears.
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b. In the Select this object type box, ensure that Computer appears. If it does not appear, then click Object Types and select Computer. c. In the From this location box, ensure that your domain controller appears. If it does not appear, then click Locations to select it. d. When these values are in the boxes noted, click Advanced. e. Click Find Now. Result: The list of available computers appears at the bottom of the window. f.
From the list of computers, select the Symposium Web Client application server containing the ADAM instance with which you want to replicate your ADAM instance, and then click OK. Result: The Select Computer window reappears.
g. Click OK to return to the Joining a Configuration Set window.
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In the LDAP Port box, type the port number on the remote server that the ADAM instance uses to communicate, and then click Next. Note: You must type the correct computer name and port number. If you type incorrect information in this window, an error message appears. Result: The Administrative Credentials for the Configuration Set window appears. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Symposium Web Client ADAM instances, they all belong to the same configuration set.
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In this window, you must select an administrative user before you can add this remote ADAM instance into the existing configuration set. The domain user you select must already exist on the domain controller and must be a member of both the Administrators group and the Replicator group. Click This account, and then type the domain name followed by the user name in the format <domain name>\<user name>. For example, in the graphic above, the domain name is APPTEST2, and the user name is DomainUserX.
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In the Password box, type the password for this user account, and then click Next. Result: The system confirms the existence of the other ADAM instance on the server you indicated, and confirms the port number and user credentials you typed, and then the Copying Application Directory Partitions window appears.
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The directory partitions that exist in the other ADAM instance appear in the Available partitions box. All Symposium Web Client-specific ADAM instances have the DC=Nortelnetworks,DC=COM partition. (If this partition is not displayed, then this ADAM instance contains no Symposium Web Client-specific data and you cannot replicate this instance.) In the Available partitions box, highlight the partition DC=Nortelnetworks,DC=COM, and then click Add to move it to the Partitions to copy box.
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Click Next. Result: The File Locations window appears.
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This window displays the location where ADAM-specific files reside on the application server. Accept the default values, and then click Next. Result: The Service Account Selection window appears.
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This window enables you to select the service account requirements of the ADAM instance that you are creating on the application server. Since Symposium Call Center Web Client
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ADAM runs as a service on the server, it requires a service account. ADAM service account requirements depend on the Windows workgroup or domain environment in which you are installing ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so Network service account is selected. Choose the option that best suits your network configuration, and then click Next. Note: The values shown in this procedure are only sample values that you could choose if the application server were a Windows Server 2003 member server in a Windows 2000 domain. However, there are other possible configurations for which these values do not work. Therefore, you must choose the appropriate values based on your specific network configuration. See “ADAM and service accounts” on page 365 and the Microsoft documentation for more information. Result: The ADAM Administrators window appears.
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In this window, you specify an account or group that can be used to administer this ADAM instance. Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select User or Group window appears.
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Ensure that the local computer name appears in the From this location box (the computer on which you are installing ADAM). If the application server name does not appear, then click Locations and browse to the correct computer name.
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Click Advanced. Result: The bottom portion of the Select User or Group window expands.
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Ensure that User, Group, or Built-in security principal appears in the Select this object type box. (If it does not appear, then click Object Types and locate it.) Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
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From the list of user accounts and groups, highlight the Administrators group, and then click OK. Note: Ensure that you click the Administrators (plural) group, as shown in the graphic above. Groups are denoted by the double-head icon, while users are only single heads. Result: The Select User or Group window reappears, with the Administrators group shown at the bottom.
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Confirm that you have selected the correct group (Administrators), and that it is located on the local computer, and then click OK. Result: The ADAM Administrators window reappears with the Administrators group shown at the bottom.
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Click Next. Result: The Ready to Install window appears.
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Confirm the installation components, and then click Next. Result: The completing window appears, notifying you that ADAM was successfully installed.
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Click Finish. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information. b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section: Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client.
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Click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name. If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. Note: If you change the computer name after you install Symposium Web Client on Windows Server 2003, then some SOAP processes will not function properly (because they still refer to the old computer name), and you will not be able to work with the components that require SOAP functionality, such as Configuration. To reset the SOAP files to reflect the new computer name, an administrator or support technician must run the ChangeSOAPSrv utility. Additionally, you must also perform a procedure to
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reset the name in IIS. For details, see “Do you need to change the computer name of the application server?” on page 1015. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Web Site Type window appears.
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You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166. To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166.
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Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
Complete: Click Complete to install all Symposium Web Client components and proceed to step 46.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
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c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 44
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). Note: If you have the Windows Server 2003 operating system, when reinstalling Symposium Web Client on the application server, you must reinstall it in the same directory in which it was originally installed or errors will occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. If you want to change the default directory path, perform the following steps:
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a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 45
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 48
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality.
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In the Old Password box, type the old password for the iceadmin user account. Note: You are required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this installation, perform steps 1 to 7 in “To reset the iceadmin password” on page 1035, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the Old Password in this step.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step. 52
The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
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Click Yes to restart your computer. Result: This instance of ADAM now has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer.
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To reinstall Symposium Web Client (do not use preserved customer data and do not enable replication) Follow the procedure below to reinstall Symposium Web Client 4.5 if the operating system on the application server is Windows Server 2003, you are choosing to not use preserved customer data and not enable ADAM replication. The installation program removes ADAM from the application server. 1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The system prompts you to restore customer data.
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Click No if you do not want the system to restore previously saved data. The system uninstalls Active Directory Application Mode from the application server, and then reinstalls ADAM with Symposium Web Client. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
Key codes are case-sensitive.
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Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you are performing this reinstallation procedure, it is because you do not want to replicate ADAM.
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Click No. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information.
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b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client. 13
Click Next. Result: The Soap Configuration Parameters window appears.
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In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name. If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. Note: If you change the computer name after you install Symposium Web Client on Windows Server 2003, then some SOAP processes will not function properly (because they still refer to the old computer name), and you will not be able to work with the components that require SOAP functionality, such as Configuration. To reset the SOAP files to reflect the new computer name, an administrator or support technician must run the ChangeSOAPSrv utility. Additionally, you must also perform a procedure to reset the name in IIS. For details, see “Do you need to change the computer name of the application server?” on page 1015. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Port Configuration for ADAM window appears.
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these
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ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided. Result: The Web Site Type window appears.
You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166. To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing.
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b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166. 15
Click Next. Result: The Setup Type window appears.
16
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Select one of the following setup types:
Complete: Click Complete to install all Symposium Web Client components and proceed to step 20.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window.
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b. Click Next. Result: The Custom Setup window appears.
c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 18
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). Note: If you have the Windows Server 2003 operating system, when reinstalling Symposium Web Client on the application server, you must reinstall it in the same directory in which it was originally installed or errors will occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed.
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If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 19
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 22
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After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality.
23
In the Old Password box, type the old password for the iceadmin user account. Note: You are required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the Old Password in this step.
24
In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then uninstalls the ADAM instance from the application server.
26
Click Yes. Result: Another warning window appears, notifying you that the system will remove the ADAM configuration set from the application server. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Symposium Web Client ADAM instances, they all belong to the same configuration set.
27
Click Yes. Result: The Active Directory Application Mode Removal Wizard appears and the system uninstalls ADAM.
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When the system is finished uninstalling ADAM, the following window appears:
28
Click Close. Result: The Installing ADAM window appears while the system reinstalls ADAM on the server.
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It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Installing ServerSoapInstall window appears.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
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Click Yes to restart your computer.
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To reinstall Symposium Web Client (use preserved customer) Follow the procedure below to reinstall Symposium Web Client 4.5 if the operating system on the application server is Windows Server 2003. In this procedure, you are choosing to use preserved customer. If replication was enabled on the first installation of ADAM, then it is still enabled after this procedure; if it was not enabled, then there is still no replication after you perform this procedure. The system installs Symposium Web Client and uses the version of ADAM that was already installed on the application server (the preserved customer data). 1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start ➝ Control Panel ➝ Add or Remove Programs.
3
The Add or Remove Programs window appears.
4
Click Add New Programs.
5
Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The Symposium Web Client Setup Wizard window appears.
8
Click Next. Result: The system prompts you to restore customer data.
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Click Yes if you want the system to restore previously saved data. The system uses the version of ADAM that was already installed on the application server. Result: The Key Code Information window appears.
10
Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
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Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information.
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b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client. 12
Click Next. Result: The Soap Configuration Parameters window appears.
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In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name. If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC
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after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Web Site Type window appears.
You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166.
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To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166. 13
Click Next. Result: The Setup Type window appears.
14
Select one of the following setup types:
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Complete: Click Complete to install all Symposium Web Client components and proceed to step 18.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent 520
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Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 16
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). Note: If you have the Windows Server 2003 operating system, when reinstalling Symposium Web Client on the application server, you must reinstall it in the same directory in which it was originally installed or errors will occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 17
If you want to confirm your available hard disk space, perform the following steps:
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a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 20
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After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality.
21
In the Old Password box, type the old password for the iceadmin user account. Note: You are required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this installation, perform steps 1 to 7 in “To reset the iceadmin password” on page 1035, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the Old Password in this step.
22
In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then it continues with installing the Crystal Reports templates. When it is finished installing the templates, the Installing ServerSoapInstall window appears.
24
The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears.
26
Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
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Click Yes to restart your computer.
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Section F: Configuring the server (Windows Server 2003)
In this section Overview
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Configuring Internet Explorer
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Adding the IUSR_SWC account as the anonymous user account for IIS
537
Changing the iceadmin user account password
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Configuring multiple language support
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Configuring multiple language support in Agent Desktop Displays
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Configuring Symposium Web Client components
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Configuring Real-Time Reporting
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Configuring Emergency Help
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Configuring Historical Reporting
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Configuring Scripting
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Overview Introduction This section includes instructions on the following:
configuring Internet Explorer 6.0 Service Pack 1 (or later). You must perform this procedure on the application server if you want to use it as a client PC in Symposium Web Client. adding the IUSR_SWC account as the anonymous user account in IIS (This procedure is mandatory if the operating system that is installed on the application server is Windows Server 2003.) changing the iceadmin password (this procedure is optional) configuring Symposium Web Client for multiple language support (This procedure is mandatory only if you are working in multiple languages.) configuring each of the Symposium Web Client components that you have installed before you use them (These procedures are mandatory.)
For details, see the appropriate section below.
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Configuring Internet Explorer Introduction This section describes how to configure Internet Explorer 6.0 or later with latest Service Pack on a server that is running Windows Server 2003. You must configure the browser on the application server if you want to use it as a client PC.
To configure Internet Explorer 6.0 or later When you configure Internet Explorer 6.0 or later with latest Service Pack, you need not enable all cookies to view web sites that use cookies (such as Symposium Web Client). Instead, you can view these web sites by configuring them as Trusted Sites and disabling cookies. When your application server is running Windows Server 2003 (Enterprise or Standard Edition) and you use the server as a client PC to connect to Symposium Web Client, you must add the application server as a Trusted Site, and then perform an extra step in the browser configuration to ensure that certain pages in Contact Center Management, Access and Partition Management, or Historical Reporting work properly. The step involves adding the URL “about:blank” as a Trusted Site. If you do not perform this step, when you connect to the affected pages, you cannot use the Select All button to select all agents, skillsets, or access classes, and the Submit button remains disabled when you click Select All. In addition, the Submit button remains disabled when you click individual agents, skillsets, or access classes. Also, in Access and Partition Management, when you are viewing a partition and you select a user from the Members area, you cannot see the selected user’s details. On a Windows Server 2003 platform, Internet Explorer includes the new Enhanced Security Configuration, which is enabled by default. This configuration is designed to decrease the exposure of the server to potential attacks that can occur through Web content and application scripts.
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One of the features of this configuration is to automatically block web sites that are not listed in the Trusted Sites zone. In Symposium Web Client, certain pages in Contact Center Management, Historical Reporting, and Access and Partition Management that contain lists of agents, skillsets, and access classes make use of the behind-the-scenes URL called “about:blank” to display the information correctly. Even after you add the application server’s URL as a Trusted Site (for example, http://swcservername), you still need to add the “about:blank” URL as a Trusted Site as well. This ensures that the “about:blank” URL is not blocked by Internet Explorer, and that the Select All and Submit buttons function properly. When you configure Internet Explorer version 6.0 Service Pack 1 or later on a PC that is running Windows Server 2003, you have only one configuration option, as shown in the procedure below. Note: For information about security issues and Internet Explorer, see “ActiveX control security” on page 638. To configure Internet Explorer 6.0 (with the application server set as a Trusted Site) Perform the following procedure to configure Internet Explorer 6.0 and, later on, the application server (running Windows Server 2003) if you want to use it as a client PC. In this procedure, you set the application server as a Trusted Site and disable all cookies, or you set the cookie handling to the desired level of security. You also add the URL about:blank as a Trusted Site. 1
Start Internet Explorer 6.0 or later.
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From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
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Click the Security tab.
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Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
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Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
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Initialize and script ActiveX controls not marked safe for scripting
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first time it is required by the Contact Center Manager Administration component in which you are working. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control.
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Ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls.
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Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
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Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
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Click OK. Note: If you enable any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
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Click the Privacy tab to choose the way you want to handle cookies:
To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top.
Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
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Click Apply.
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Click the Security tab.
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Click the Trusted Sites icon.
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Click Sites.
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Result: The Trusted sites window appears. 17
Clear the Require server verification {https:} for all sites in this zone check box.
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In the Add this Web site to the zone box, enter the server name or IP address for your application server.
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Click Add.
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In the Add this Web site to the zone box, type about:blank only (without the http:// prefix and without spaces).
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Click Add.
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Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces). Note: If you used the fully qualified domain name in the SOAP Configuration Parameters window when you installed Symposium Web Client on the application server, then you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box, and then click Add.
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Click Close to return to the Internet Options window.
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Click the Local intranet icon.
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Click Custom Level. Result: The Security Settings window for the local intranet appears.
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Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
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Finally, ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Note: If you select Prompt for the Download signed ActiveX controls item, the browser displays a security warning window when you first access a web page that needs to download signed ActiveX controls to your client PC. The window displays the digital certificate used to sign the control. 27
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
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Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
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Click the Advanced tab.
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Under Browsing, deselect the Reuse windows for launching shortcuts check box.
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Click OK to exit the Internet Options window.
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Restart Internet Explorer 6.0 to activate your changes.
Disable pop-up blockers For Contact Center Manager Administration components to function correctly, you must configure Internet Explorer to allow pop-ups from Contact Center Manager Administration. You can configure pop-ups in one of two ways: 1.
Allow pop-ups from Contact Center Manager Administration only
2.
Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select this option, pop-ups are permitted from all Web sites.
To allow pop-ups from Contact Center Manager Administration 1
Start Internet Explorer 6.0 or later.
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From the menu, select Tools > Options.
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Click the Privacy tab. Result: The Privacy page appears. If the Block pop-ups check box (for Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites and the Settings button is disabled. Clear the check box.
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Click Settings. Result: The Pop-up Blocker Settings page appears.
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In the Address of website to allow box, type the Contact Center Manager Administration URL.
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Click Add.
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Click Close.
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Click Apply.
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Click OK.
To turn off the pop-up blocker for Internet Explorer 6.0 or later 1
Start Internet Explorer 6.0 or later.
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From the menu, select Tools > Options.
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Click the Privacy tab.
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For Internet Explorer 6.0, clear the Block pop-ups check box. OR For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
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Click Apply.
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Click OK.
What’s next? Add the IUSR_SWC account as the anonymous user account in IIS. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
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Adding the IUSR_SWC account as the anonymous user account for IIS Introduction You must perform this procedure on application servers running Windows Server 2003 after you have installed Symposium Web Client. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of SWC, [IUSR_SWC ]. Note: You only need to perform this procedure once and only if the operating system installed on the application server is Windows Server 2003. If you upgrade Symposium Web Client after you perform this procedure, you do not need to perform the procedure again. There are two main parts to this procedure:
You must change the default password for the IUSR_SWC account to a password of your choice. Then you must add this user account as the IIS anonymous user account.
To add the IUSR_SWC account as the anonymous user account for IIS 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Computer Management. Note: Based on your configuration of Windows Server 2003, you may be able to click Start ➝ Administrative Tools ➝ Computer Management (bypassing All Programs). Result: The Computer Management window appears.
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In the tree, click the plus sign (+) beside Local Users and Groups. Result: The heading expands to reveal the Users and Groups folders.
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Click the Users folder. Result: The list of users appears in the right pane.
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In the right pane, right-click the IUSR-SWC user account, and then select Set Password from the resulting pop-up menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC window appears.
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Type the new password for this account, and then confirm the password. Note: You must take note of the password that you type because you will require it again later in this procedure.
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Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR-SWC account as the anonymous account in IIS.
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Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the tree, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
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Click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
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Right-click Default Web Site, and then select Properties from the resulting pop-up menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab.
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Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User window appears.
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Click Advanced. Result: The bottom portion of the Select User window expands.
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Click Find Now. Result: The list of all the user accounts configured on the server appears.
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From the list of user accounts, highlight the IUSR-SWC account, and then click OK. Result: The Select User window reappears with the IUSR-SWC account listed at the bottom.
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Click OK. Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
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In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password window appears.
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Type the password again, and then click OK. Result: The system changes the password and the IUSR_SWC account is now used for anonymous access in IIS.
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Click OK to save your changes.
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Close all windows to complete the procedure.
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Changing the iceadmin user account password After you have installed Symposium Web Client and have specified a custom password for the iceadmin user account, you can change the password for this account by performing the procedure in this section. This procedure is optional. Note: If you have forgotten or misplaced the iceadmin password, then you must reset it. For details, see “Have you forgotten the iceadmin password?” on page 1035. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows user called iceadmin and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceadmin user account in Windows.If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin or as any other user.
To change the password for the iceadmin user account Note: You must be logged on as a user with administrator privileges before you perform this procedure.
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Click Start ➝ All Programs ➝ Symposium Web Client ➝ Configuration.
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In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
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In the Old Password box, type the old password for this account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Configuring multiple language support Introduction You can configure the Symposium Web Client application server so that you can connect to and work with a Symposium Call Center Server upon which a version of the software other than English has been installed. The steps that you must perform, however, vary according to the language in which you want to work. In addition to English, Symposium Web Client supports the following languages:
French
German
Traditional Chinese
Japanese
The Symposium Web Client CD-ROM includes a separate language pack for each of these languages. Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you have chosen.
Language families Language families can be identified by their character sets:
Latin-1 Windows uses the Latin-1 character set to display the Western European languages supported by Symposium Web Client (French and German). These languages fall into the Latin-1 family. Traditional Chinese and Japanese Both Traditional Chinese and Japanese have distinct multi-byte character sets and, therefore, belong to individual language families (the Traditional Chinese family and the Japanese family).
English is the exception in that it is not specific to character sets; it is included in all language families.
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For Symposium Web Client to function properly, the language family must be the same across all platforms in the network—the application server, client PCs, and Symposium Call Center Server. This means that you can mix operating systems across each of these platforms, as long as they belong to the same language family. Example: Latin-1 languages In your network, you can have a server in Symposium Call Center Server that has an English operating system, an application server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin-1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC’s browser determines the language in which the application appears. This is particularly useful if your call center supports multiple languages, such as English and French. In this scenario, agents in the call center can choose whether they want to view Symposium Web Client in English or French (or even German since it belongs to the same language family), just by changing the browser settings on their PC. Example: Japanese If you want to display and enter Japanese text in Symposium Web Client, then you must install the appropriate version of the Japanese operating system on the server in Symposium Call Center Server, the application server, and each client PC. You must also configure the server in Symposium Call Center Server to handle Japanese, install the Japanese language pack on the application server, and configure the browser’s language preferences for Japanese on both the application server and client PCs. In this scenario, agents in the call center can choose whether they want to view Symposium Web Client in English or Japanese just by changing the browser settings on their PC. Note: While it is possible to switch from Japanese to English and vice versa, it is not possible to switch from Japanese to Traditional Chinese since these languages belong to different language families.
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Overview of steps for configuring multiple language support The steps that you must perform for configuring multiple language support differ according to the language in which you want to work. For information on configuring systems to display French and German, see “Steps for Latin-1 configurations (French and German)” on page 552; for Japanese, see “Steps for Japanese configurations” on page 553; and for Traditional Chinese, see “Steps for Traditional Chinese configurations” on page 555. Note: You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Steps for Latin-1 configurations (French and German) On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. Ensure that you have installed Windows Server 2003 Enterprise Edition or Standard Edition with Latin-1 language support (or the localized version of the operating system).
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When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the language pack of your choice (either French or German). For more information, see “To install a language pack” on page 556.
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In Internet Explorer, change the language preferences to display the language of your choice. For more information, see “To set the language preferences in Internet Explorer” on page 561. Edit the locales.dat file to reflect the Latin-1 language family. For more information, see “To edit the locales.dat file” on page 563.
On the client PCs:
In Internet Explorer, change the language settings to display the language of your choice. For more information, see “To set the language preferences in Internet Explorer” on page 561.
Note: If the operating system on the application server, client PC, and Symposium Call Center Server belongs to the same language family, and you have installed the French and German language packs on the application server, then users in the same call center can view Symposium Web Client in French, English, or German simply by changing the language preference settings in their browser. This is particularly useful in a call center that supports multiple languages, such as English and French. On Symposium Call Center Server:
Ensure that the Symposium Call Center Server Release 4.0 or 4.2 US English software is installed, along with the US English version of Windows 2000 Server (or the appropriate localized version).
Steps for Japanese configurations On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed.
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Ensure that you have installed the Japanese version of Windows Server 2003 Enterprise Edition or Standard Edition.
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When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the Japanese language pack. For more information, see “To install a language pack” on page 556. In Internet Explorer, change the language preferences to display Japanese. For more information, see “To set the language preferences in Internet Explorer” on page 561. On the application server, change the Windows regional settings to Japanese. For more information, see “To change the Windows Regional Settings” on page 562. Edit the locales.dat file to reflect the Japanese language family. For more information, see “To edit the locales.dat file” on page 563.
On the client PCs:
Install the Japanese version of the operating system (Windows 2000/XP/ Server 2003). In Internet Explorer, change the language settings to display Japanese. For more information, see “To set the language preferences in Internet Explorer” on page 561.
On Symposium Call Center Server:
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Ensure that the Japanese version of Windows 2000 Server is installed.
Steps for Traditional Chinese configurations On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. Ensure that you have installed the Traditional Chinese version of Windows Server 2003 Enterprise Edition or Standard Edition
ATTENTION
When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the Traditional Chinese language pack. For more information, see “To install a language pack” on page 556. In Internet Explorer, change the language preferences to display Traditional Chinese. For more information, see “To set the language preferences in Internet Explorer” on page 561. On the application server, change the Windows regional settings to Traditional Chinese. For more information, see “To change the Windows Regional Settings” on page 562. Edit the locales.dat file to reflect the Traditional Chinese language family. For more information, see “To edit the locales.dat file” on page 563.
On the client PCs:
Install the Traditional Chinese version of the operating system (Windows 2000/XP/Server 2003).
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In Internet Explorer, change the language settings to display Traditional Chinese. For more information, see “To set the language preferences in Internet Explorer” on page 561.
On Symposium Call Center Server:
Ensure that the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP are installed on a server running the Symposium Call Center Server Release 4.2 US English software.
To install a language pack The Symposium Web Client CD-ROM includes four language packs:
French
German
Japanese
Traditional Chinese
Follow the procedure in this section to install a language pack on the application server. Notes:
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Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. For more information, see “To uninstall a language pack” on page 560. To work in multiple languages in the Agent Desktop Displays component, you must perform a different series of steps. For more information, see “Configuring multiple language support in Agent Desktop Displays” on page 565.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
6
Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Symposium Web Client CD-ROM, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
7
In this folder, click the .exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
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Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing Symposium Web Client - X Language Pack window appears (where X is the language you have chosen).
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The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Tip: You can view the language packs that you have installed on the server by clicking Start ➝ Control Panel ➝ Add or Remove Programs. The Add or Remove Programs window lists the language packs installed on the server and their version numbers.
To uninstall a language pack Note: Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. 1
Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
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In the Add or Remove Programs window, highlight the language pack that you want to uninstall.
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Click Remove.
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The program asks you to confirm your choice. Click Yes.
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The program removes the language pack from the application server.
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To set the language preferences in Internet Explorer You must perform this procedure on each client PC that will be connecting to the application server to use Symposium Web Client. Perform this procedure on the application server only if you will also be using it as a client PC. Note: In addition to these steps, you must also set the proper security level settings in the browser. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 1
In Internet Explorer, click Tools ➝ Internet Options. Result: The Internet Options window appears.
2
Click Languages. Result: The Language Preferences window appears.
3
4
Verify that the language you want to use appears in the Language box. The codes for the languages supported by Symposium Web Client are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
If the language does not appear in the box, then you must add it as follows: a. Click Add. Result: The Add Language window appears. b. From the list of languages, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window. c. Proceed with the next step to move the language to the top of the box.
5
If the language you want to use appears in the box, then you must move it to the top of the list as follows: a. In the Language box, click the appropriate language. b. Click Move Up until the language appears at the top of the box.
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c. Click OK to close the Language Preferences window. 6
Click OK to close the Internet Options window.
To change the Windows Regional Settings You must change the Regional Settings on the application server if you are using either the Japanese or Traditional Chinese versions of Symposium Web Client. It is not necessary to perform this procedure if you are using the English, French, or German versions of the software because all of these languages display properly with the Regional Settings set to the default language, English. Note: You must insert the operating system CD in the server before performing this procedure. 1
On the application server, click Start ➝ Control Panel ➝ Regional and Language Options. Result: The Regional and Language Options window appears.
2
Click the Languages tab.
3
In the Supplemental language support section, click the check box beside Install files for East Asian languages. Result: The system installs the appropriate language files from the operating system CD.
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On the Regional Options tab, from the dropbox in the Standards and formats section, choose the appropriate locale:
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
Click OK to save your changes and close the Regional and Language Options window.
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To edit the locales.dat file To edit the locales.dat file, you can use the utility that comes with Symposium Web Client and is stored on the application server. You can access this utility from any client PC (or from the application server, when used as a client PC) by first logging on to Symposium Web Client, and then opening the utility through the browser window. The utility enables you to configure the system to handle the character set of the language family with which you want Symposium Web Client to work. 1
From any client PC (or the application server when used as a client PC), open Internet Explorer and log on to Symposium Web Client.
2
In the browser’s address box, type the following: http://localhost/locales.asp where localhost is the name or IP address of the application server.
3
Press Enter. Result: The utility opens.
4
Click Browse to navigate to the c:/sybase/locales/locales.dat file, where c: is the drive on which you installed Sybase Open Client version 12.5.
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From the Language Option drop-down list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
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Click Set Locale to save your changes.
7
You can now continue working in Symposium Web Client.
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Configuring multiple language support in Agent Desktop Displays Introduction To work in multiple languages in Agent Desktop Displays (ADD), you must first install the ADD server software containing the translated language components on the application server. This version of the software is available on the Symposium Web Client 4.5 CD-ROM as part of the general Symposium Web Client software installation. Then, you must install the client portion of the ADD software on each client PC that will be used to launch Agent Desktop Displays. For more information on installing the client software, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661. Note: When the application server is running Windows Server 2003, you can only use the Agent Desktop Displays 4.5 version of the client software to view the Agent Desktop Displays. Previous versions of the Agent Desktop Displays client software are incompatible with Symposium Web Client 4.5 when it is installed on an application server that is running Windows Server 2003.
Changing the language in which you view displays To change the language in which you view the displays, log on to Agent Desktop Displays, and then right-click the display. A series of languages appears in a menu, enabling you to choose the language in which you want to work. The languages available are only those for which there are localized strings installed. These languages must also belong to the same language family as the operating system of the client PC on which Agent Desktop Displays is installed. For example, if you have installed the ADD client software on a PC that is running the French version of the Windows operating system, then multilingual agents who share this same PC can switch from French to English or German simply by choosing the language from the menu. These languages belong to the same language family as French and, therefore, the translated versions of ADD are included in the ADD client installation. Planning, Installation, and Administration Guide
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Note: If you already have the correct version of the ADD client software installed on the client PCs, when you install the software on the application server, it automatically upgrades the ADD client installation with the translated text. If you do not have ADD installed on the client PC, then you must manually install the ADD software with the language pack content on each client PC. Consult the table below for the ADD client versions supported by the automatic multi-language support upgrade.
Versions of ADD client software and multiple language support Note: If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you need Administrator privileges to install Agent Desktop Displays.
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Version of ADD software installed on client PC
Steps to configure multiple language support on client PC
Earlier version than Release 4.5
When your application server is running Windows Server 2003, the minimum version of Agent Desktop Displays client software that you can use is Release 4.5. In this case, therefore, you must first install ADD 4.5 with multi-language support on the application server. Then, you must uninstall the ADD 4.0 client software and finally install the ADD 4.5 client software with language pack content on each client PC by following the normal installation instructions. For more information, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661.
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Version of ADD software installed on client PC
Steps to configure multiple language support on client PC
ADD 4.5 English software
If you had already installed the client portion of Agent Desktop Displays Release 4.5 on all the client PCs before you install the language pack on the application server, then you must uninstall all Agent Desktop Displays client software, and then reinstall it by first installing the language pack on the application server and then copying the setup.exe file from the ADD Client folder on the application server. Finally, you must paste and run this setup.exe file on every Agent Desktop Displays client PC. For details, see “To install the Agent Desktop Displays language pack on the application server” on page 568.
No ADD software is installed.
If there is no ADD software installed on the client PCs, then, after you install the Symposium Web Client software on the application server, you only have to install the client ADD software by following the normal installation instructions. For more information, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661.
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Configuring multiple language support in Agent Desktop Displays Release 4.5 If you had already installed the English version of the Agent Desktop Displays 4.5 client software before installing the Agent Desktop Displays 4.5 software with language components on the application server, then there are some additional steps that you must perform to ensure that you can work with the Agent Desktop Displays software in multiple languages. The automatic upgrade of the client software with the translated text does not work in this case. Likewise, if you have a version of Agent Desktop Displays installed on the client PCs that is earlier than Release 4.5, and your application server is running Windows Server 2003, then you must also perform the following steps. You can use only the Agent Desktop Display 4.5 client software with application servers running Windows Server 2003; previous releases of the client software are not supported. The main steps that you must perform are: 1.
Install the Symposium Web Client and Agent Desktop Displays Release 4.5 software on the application server.
2.
Install the Agent Desktop Displays 4.5 language pack on the application server.
3.
Only if the client PCs already contain the Agent Desktop Displays Release 4.5 English software, you must uninstall this software from each client PC.
4.
Then, copy the setup.exe file from the ADD Client folder on the application server, paste it, and run it on every Agent Desktop Displays client PC.
To install the Agent Desktop Displays language pack on the application server Notes:
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You require the application WinZip for this procedure.
1
Insert the Symposium Web Client 4.5 CD-ROM into the application server and navigate to the Language Packs folder at the root directory of the CD.
2
In this folder, double-click the file Symposium Web Client - ADD Language Pack.zip.
3
From the WinZip viewer, extract the files to a location of your choice on the application server.
4
Locate and double-click the file ADD Language Pack(GA Build).exe. Result: The system installs the Agent Desktop Displays language pack on the application server.
5
Based on the version of the Agent Desktop Displays client software installed on the client PCs, you have various options, as follows:
6
If the client PCs do not contain any version of the Agent Desktop Displays client software, then you only need to install the client software for Release 4.5 according to the regular procedure, and you do not need to continue with the remaining steps in this procedure. For details, see “To install and configure Agent Desktop Displays on a client PC” on page 662. If the Agent Desktop Displays client PCs contain a version of the software that is earlier than Release 4.5, then you do not have to continue with this remaining steps in this procedure. Instead, you need to uninstall the software from all client PCs and reinstall the client software for Release 4.5 according to the regular procedure. For details, see “To install and configure Agent Desktop Displays on a client PC” on page 662. If the Agent Desktop Displays client PCs already have the Agent Desktop Displays Release 4.5 software installed, then you must uninstall it from each PC before proceeding to the next step in this procedure. To uninstall the software, use the Add or Remove Programs feature of Windows. When the software has been removed from each client PC, proceed with the next step.
On the application server, navigate to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\ADD\ADD Client where C: is the drive on which Symposium Web Client Release 4.5 is installed.
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In this folder, copy the file setup.exe.
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Paste this file on the Agent Desktop Displays client PC.
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On the client PC, double-click this setup.exe file.
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Result: The system installs the required files. 10
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Perform steps 8 and 9 on each Agent Desktop Displays Release 4.5 client PC.
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Configuring Symposium Web Client components Before you can use Symposium Web Client, you must configure the components you have installed on the application server. The following table provides a high-level overview of items that you must configure: For the following component
you must configure
Real-Time Reporting
the sending and receiving IP multicast addresses on the application server.
Agent Desktop Displays
the Configuration Parameters window on the application server.
Historical Reporting
SMTP, printers, and file export folders.
Scripting
the Terminal Services user in Active Directory, access rights to the Scripting component, Terminal Services, and the printer.
Emergency Help
the sending IP multicast address that the application server uses to send Emergency Help messages to client PCs.
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Configuring Real-Time Reporting Introduction For Web Client’s Real-Time Reporting component to function properly, you must configure two different IP multicast addresses:
the application server’s receiving IP multicast address (the address it uses to receive multicast data from Symposium Call Center Server; it is the same as the IP multicast address that the server in Symposium Call Center Server uses to send multicast data) the application server’s sending IP multicast address (the address it uses to send multicast data)
Note: The application server’s sending and receiving IP multicast addresses must be different. The application server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. Note: The IP multicast address that the server in Symposium Call Center Server uses to send data must be configured on Symposium Call Center Server. This address is listed in the IP Multicast Group box. For details, see the Symposium Call Center Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you have configured the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the application server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information on these icons, see “Multicast and unicast icons in real-time displays” on page 1026.
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Note: The unicast communication option applies only between the application server and the client PCs. Since the application server receives all the raw data from each server in Symposium Call Center Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dialup links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. Note: If you choose, at a later date, to multicast-enable your entire network, you may do so without having to upgrade Symposium Web Client. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the application server) to multiple receivers (client PCs) who want to receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. This type of data transmission enables users to view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Displays, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the application server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network.
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the application server to the client computer, one for each statistic type in the collection. Unicast data transmission enables users to view
nodal real-time displays only if there is an application server located at each Symposium Call Center Server node in the network both nodal and network-consolidated real-time displays if the network between the application server and each server in Symposium Call Center Server is multicast enabled
Note: Agent Desktop Displays and Emergency Help notifications are not available on client PCs that only receive unicast data.
To configure Real-Time Reporting 1
Click Start ➝ All Programs ➝ Symposium Web Client ➝ Configuration. Result: The Real-Time Reporting window appears.
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Click the RTR Registry Settings icon in the right pane of the console window. Result: The RTR Properties window appears.
3
In the IP Receive Address and IP Send Address boxes, type the correct address information. The IP Receive address in Symposium Web Client must be the same as the multicast IP address in Symposium Call Center Server; however, it must be different from the IP Send address in Symposium Web Client. ATTENTION
If the server in Symposium Call Center Server is part of a networked call center, all servers in Symposium Call Center Server within the network must have the same multicast IP address.The IP Receive address for Symposium Web Client must match the common multicast IP addresses of the servers in Symposium Call Center Server (the address the servers use to send multicast data).
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Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the application server. Note: The fastest rate at which multicast data from Symposium Call Center Server reaches the end user in Symposium Web Client is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Symposium Call Center Server to the Symposium Web Client application server (For more information on Multicast Rates, see “Modifying RSM settings and multicast rates” on page 77.)
the Output Rate at which the application server outputs data to client PCs
the Transform Rate at which the application server processes data Example If the Symposium Call Center Server Multicast Rate is set to 2 seconds, the application server Transform Rate is set to 1 second and the application server Output Rate is 7 seconds, then the data on the client PC will not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. If you want to decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the application server. You should notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information on adjusting rates and assessing performance, see the Nortel Networks Symposium Call Center Server CapTool User’s Guide.
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Accept the default value in the OAM Timeout box (10 000). ATTENTION
You may have to increase this value if the following occurs: When creating or viewing a partition in Access and Partition Management, you cannot see any partition elements in the right pane. This can occur when there is a large amount of data stored on Symposium Call Center Server and the network is slow. If you increase the OAM Timeout value, it provides more time for the partition elements to be collected on a per-server basis. It is recommended that you increase this value in increments of 10 000 (milliseconds).
6
In the Transmission Options area, click the radio button beside the transmission mode that is required for the site. Choose Multicast only if your network supports multicast traffic (recommended), Unicast only if you do not want any multicast traffic on your network, or Multicast and Unicast if you want to support both transmission types.
7
Nortel Networks recommends that you leave the Compress Realtime Data Packets check box checked, which is the default setting. If you deselect this check mark, then you disable real-time data packet compression.
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8
If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the bottom of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. Note: The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Since each open display adds CPU load on the application server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. Once this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An error message is logged on the application server to indicate the limit was reached, and a message appears on the client, indicating that the connection is not allowed. For guidance on entering the appropriate value, refer to “Unicast LAN/WAN impact” on page 62.
10
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Click the Restart Real Time Reporting Service check box so that it is checked.
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Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes once the service has restarted successfully.
12
Click Console ➝ Exit to close the Nortel Networks Applications Configuration window.
What’s next? Configure Emergency Help on the application server. See “Configuring Emergency Help” on page 580 for more information.
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Configuring Emergency Help To configure Emergency Help Note: The Emergency Help component only functions if you are using the multicast communication method from the application server to the client PC. 1
Click Start ➝ All Programs ➝ Symposium Web Client ➝ Configuration.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The EH Properties window appears.
4
In the IP Send Address box, type the IP address to which the Symposium Web Client application server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the application server uses to send Real-Time Reporting and Agent Desktop Displays data to client PCs. Consult the “Pre-installation worksheet” on page 1051 to verify the IP Send address that you chose for the application server to send Emergency Help data to client PCs (item 16 of the worksheet).
5
Click the Restart Emergency Help Service check box.
6
Click OK.
If you do not click the Restart Emergency Help Service check box, the system prompts you to do so.
What’s next? Configure Historical Reporting on the application server. See “Configuring Historical Reporting” on page 582 for more information.
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Configuring Historical Reporting Introduction To ensure that the Historical Reporting component functions properly in the Symposium Web Client application, you must complete the following tasks:
Verify that SMTP is installed.
Configure SMTP.
Set up a default printer on the application server.
Set up a shared folder for exporting files.
When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure a Simple Mail Transfer Protocol (SMTP) server on the application server. Note: To use SMTP, Internet Information Services (IIS) and Microsoft Active Directory must be installed on the application server. For more information, see “System requirements” on page 39.
To verify that an SMTP server is installed 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
Click the plus sign (+) beside the name of the Symposium Web Client application server. Result: If one of the branches that appears on the application server tree is Default SMTP Virtual Server, then an SMTP server is installed.
Once you have verified that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting.
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To configure the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Web Client should send e-mail notifications. 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears, displaying the domain tree in the left pane.
2
Click the plus sign (+) beside the name of the Web Client application server to expand the application server tree.
3
Right-click the Default SMTP Virtual Server branch, and then select Properties from the resulting pop-up menu. Result: The Default SMTP Virtual Server Properties window appears.
4
Click the Delivery tab.
5
Click Advanced. Result: The Advanced Delivery window appears.
6
In the Fully qualified domain name box, type the domain name of the Symposium Web Client application server:.<domain name>.com Example: pcbox123.softwarehouse.com
7
Click Check DNS to validate the domain name.
8
In the Smart host box, type the host name of the Microsoft Exchange server. Note: The Smart Host name should be the name of a valid mail server. If you are unsure of the name of your mail server, and your company uses Microsoft mail server software, you can check the name of your mail server by opening the Mail dialog box in Control Panel on a client PC with e-mail services. a. Click Start ➝ Settings ➝ Control Panel. b. Double-click the Mail icon. Result: An MS Exchange Settings Properties dialog box appears. c. Click the Services tab.
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d. In The following information services are set up in this profile section, click Microsoft Exchange Server. e. Click Properties. The Microsoft Exchange Server dialog box appears. The name of the mail server appears in the Microsoft Exchange server box. 9
Click the Attempt direct delivery before sending to smart host check box.
10
Click the Perform reverse DNS lookup on incoming messages check box.
11
Click OK to close the Advanced Delivery window.
12
Click the Access tab.
13
Click Authentication.
14
Ensure that the check mark in the Basic authentication check box is deselected.
15
Click OK to close the Authentication window.
16
Click Connection. Result: The Connection window appears.
17
Click All except the list below.
18
Click OK.
19
If you want to track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Click the Enable logging check box. c. Select a format from the Active log format.
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20
Click the Messages tab.
21
Ensure that all check boxes are checked.
22
In the Send copy of Non-Delivery Report to box, type the e-mail address of the person who monitors the Non-Delivery report.
23
Click OK to close the Default SMTP Virtual Server Properties window.
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To set up a default printer There are two procedures for you to choose from when setting up a printer to print scheduled historical reports and scripts. You can add
a network printer that has its own IP address a network shared printer that is connected to a print server other than the application server
Choose the procedure that is most appropriate for your organization. Note: You can set up as many printers as your operating system supports. You can use any of these printers to print reports and scripts, provided that they are configured according to the procedure below. Regardless of the number of printers that you have configured, the combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message saying the system could not process the request. This supervisor must try to generate the ad hoc report again later, after the first five reports have been generated (or schedule the report to run later). This limitation also applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be output at noon, then only three ad hoc reports can be generated at this time, bringing the total to five. To set up a default network printer that has its own IP address To use a network printer to print scheduled reports from the Historical Reporting component and scripts from the Scripting component, you must add and configure the printer on the application server while logged on as the administrator. If you require additional information on adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your call center. Consult your Microsoft documentation or the online Help in Windows Server 2003 for proper printer setup and configuration. Planning, Installation, and Administration Guide
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The following procedure is valid for network printers that have a standard TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start ➝ Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
5
Deselect the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select a Printer Port window appears.
7
Select Create a new port.
8
From the Type of port drop-down list, select Standard TCP/IP Port.
9
Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
10
Click Next. Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard appears.
11
Click Next. Result: The Add Port window appears.
12
In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
13
Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
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Click Finish. Result: After a few moments, the Install Printer Software window appears.
15
In the Manufacturer and Printer boxes, select the appropriate information for your printer.
16
Click Next. Result: The Name Your Printer window appears.
17
Type the printer name (or accept the default name shown), and then click Next. Result: The Printer Sharing Window appears.
18
Accept the default with Share name selected.
19
Click Next. Result: The Location and Comment window appears.
20
Type information in the Location box and Comment box (optional).
21
Click Next. Result: The Print Test Page window appears.
22
Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
23
Click Finish.
To set up a network shared printer connected to a print server other than the application server The following procedure outlines how to set up a default network printer that is connected to a print server other than the application server (for example, a UNIX server). You perform the procedure on the application server by pointing to the print server on your network. Note: If the print server is a UNIX computer, you must select an LPR port when configuring the printer on the application server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the application server. You can install this utility from the Windows Server 2003 CD by clicking Add or Remove Programs ➝ Add/Remove
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Windows Components ➝ Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start ➝ Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
5
Deselect the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select the Printer Port window appears.
7
Click Create a new port.
8
From the Type drop-down list, select LPR port.
9
Click Next. Result: The Add LPR Compatible Printer window appears.
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In the Name or address of server providing lpd box, type the DNS name or IP address of the print server.
11
In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
12
Click OK to close the window and return to the Wizard.
13
Follow the remaining prompts in the wizard to finish installing the printer.
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To export files from Historical Reporting To the application server To export scheduled report files to the application server, in the Output box on the Report Properties window, type the path to the shared folder where the report will be output. The path must have the format \\[application server name]\[shared folder name]\[file name], without the file extension. Example: You want to output the Agent Performance report to a shared folder on the application server. The application server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent. You type \\appsrvr\reports\agent in the Output box. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the application server (or alternately, create separate shared folders with read/delete access for each applicable user). For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. To a client PC You can only export files to client PCs that are within the same domain as the application server. To output scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder where the report will be output. The path must have the format \\[client PC computer name]\[shared folder name]\[file name], without the file extension. When you create the shared folder on the client PC where the application server can send the output file, you must map to this folder from the application server. You must also grant write access privileges to this folder for Everyone. For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. If you require additional information on creating and mapping folders, see your Microsoft documentation. Note: The combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message Planning, Installation, and Administration Guide
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saying the system could not process the request. This supervisor must try to generate the ad hoc report again later, after the first five reports have been generated (or schedule the report to run later). This limitation applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be output at noon, then only three ad hoc reports can be generated at this time, bringing the total to five.
What’s next? Configure Scripting on the application server. See “Configuring Scripting” on page 591 for more information.
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Configuring Scripting Introduction To use the Scripting component, you must perform the following procedures:
Create and configure the Terminal Services user account.
Add this user account to the server’s local security policy.
Grant the new user account the required permissions on selected folders on the application server.
Configure the new user account in Terminal Services.
Activate the Terminal Services License Server.
Set up a default printer on the application server.
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Accessing Scripting To access the Scripting component, users must connect to the application server using Terminal Services. You must configure a unique Terminal Services user account in Active Directory, and grant this user certain access rights and permissions to the Scripting component that resides on the application server. ATTENTION
As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
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Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
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Configuring Terminal Services In Windows 2000 Server with Active Directory, the default installation of Terminal Services includes the TsInternetUser account, an account that you can configure in Active Directory for all users who access the Scripting component in Symposium Web Client. However, when you have the Windows Server 2003 operating system (with Active Directory Application Mode), the default installation of Terminal Services does not include the TsInternetUser account. Therefore, you must follow the procedures in this section to create and configure a Terminal Services user account for this operating system on the server that is acting as the domain controller, or on the application server if it is not part of an existing Windows domain. This section provides instructions for configuring this type of account in Windows Server 2003. If you want to create more than one account (for example, if you want each Scripting user to have his or her own account), then you must perform all the steps in this section for each account that you create.
Main steps in configuring Terminal Services (Windows Server 2003) Configuring Terminal Services in a secure environment involves the following main steps: 1.
Create the new user account in one of the following ways, based on your network configuration:
2.
If the application server is part of your network domain, then you can either create the user account as a domain user in the Active Directory of your network domain, or as a local Windows user. If the application server is not part of the domain (for example, if it is a standalone server), then you must create this user as a local Windows Server 2003 user on the application server.
When the application server is running Windows Server 2003 and is a member of a Windows Server 2003 domain, then you can either add the new Terminal Services account to the local security policy (recommended by Nortel Networks), or the network domain administrator can add the Terminal Services account to the Group Policy of the application server’s Organization Unit in the Windows Server 2003 Active Directory. Consult your Microsoft documentation for further details.
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3.
Grant the new user account the required permissions on selected folders on the application server.
4.
Configure the new user account in Terminal Services.
Note: When your operating system is Windows Server 2003, then the application server may be a member server in an existing Windows domain, or it can be a standalone server (but not a domain controller). Based on your configuration, you need to perform a different series of steps to configure Terminal Services. Choose the appropriate procedures from those listed below.
To create a new user account in Active Directory (Windows Server 2003 when it is part of a network domain) You can use this procedure to create one or more accounts of your choice to be used when logging on to the Scripting component. Perform this procedure only if the application server is part of a network domain. If it is not part of a network domain, then skip to the procedure “To create a new user account as a local Windows user (Windows Server 2003 when it is not part of a Windows domain)” on page 598. Notes:
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In this procedure, the sample user account swcts is created. Wherever you see this value, replace it with the user account of your choice. Perform this procedure on the server that is acting as the domain controller. When your operating system is Windows Server 2003, you have the choice of either creating the user account in the Active Directory of your network domain, or as a local Windows user. Choose the method that is most suitable to your configuration. When your operating system is Windows Server 2003 and the application server is not part of a Windows domain, you must follow the steps listed in “To create a new user account as a local Windows user (Windows Server 2003 when it is not part of a Windows domain)” on page 598. When your operating system is Windows Server 2003 and you are creating the new user account in your network domain Active Directory through the application server or another PC in your network (assuming you have the proper permissions to do so), you must log on to this PC with an account Symposium Call Center Web Client
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that is configured as part of your network domain administrator group. If you log on with local administrative permissions, you will not have the required permissions to create the user in the network domain Active Directory. 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
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In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree. Note: Based on your network configuration, the tree may not contain the application server’s domain name. In this case, expand the tree and proceed to the next step.
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Right-click the Users folder, and, from the resulting pop-up menu, select New ➝ User. Result: The New Object - User window appears.
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In the First name box, type the name of the user account. This is the display name that appears in the Active Directory Users and Computers window. In this example, the account is called swcts. Note: Optionally, you can type the last name and initial of the person who will use this account, or you can leave the Last name and Initials boxes blank.
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In the User logon name box, type the ID that users are prompted to enter when logging on to the Script Manager component of Scripting (that is, if
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you configure this account so users have to type the ID, in addition to the password). In this example, the ID is also swcts.
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Click Next. Result: A second New Object - User window appears.
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In the Password box, type the password that users will enter when logging on to the Script Manager component of Scripting with this account.
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In the Confirm password box, type the password again.
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Click the check box beside User cannot change password.
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Click Next.
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The final New Object - User window appears, summarizing the account properties.
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To create the account with these properties, click Finish. Note: Click Back to change the account’s properties. Result: The system creates the account and it appears at the bottom of the Active Directory Users and Computers window.
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Optionally, to add a description of the account that will appear in the Active Directory Users and Computers window, continue with this step. Otherwise, proceed to step 17. In the Active Directory Users and Computers window, right-click the new account, and then select Properties. In this example, you right-click swcts, and then select Properties. Result: The Properties window appears.
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Click the General tab.
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In the Description box, type the account description. For example, you can type “Secure Terminal Services account.”
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Click OK to save your changes and close the window.
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In the Active Directory Users and Computers window, click Console ➝ Exit to close the window.
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Add the new account to the Domain Controller local security policy. For more information, see “To add the new Terminal Services account to the local security policy (Windows Server 2003)” on page 601.
To create a new user account as a local Windows user (Windows Server 2003 when it is not part of a Windows domain) You can use this procedure to create one or more accounts of your choice to be used when logging on to the Scripting component. Perform this procedure only if the application server is not part of a network domain. If it is part of a network domain, then you must perform the procedure “To create a new user account in Active Directory (Windows Server 2003 when it is part of a network domain)” on page 594. Note: In this procedure, the sample user account swcts is created. Wherever you see this value, replace it with the user account of your choice. 598
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Click Start ➝ All Programs ➝ Administrative Tools ➝ Computer Management. Result: The Computer Management window appears.
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In the tree, click the plus sign (+) beside Local Users and Groups.
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Right-click the Users folder, and, from the resulting pop-up menu, select New ➝ User. Result: The New User window appears.
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In the User name box, type the name of the user account. This is the display name that appears in the Computer Management window. In this example, the account is called swcts.
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In the Full name box, type swcts.
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Optionally, to add a description of the account that will appear in the Computer Management window, in the Description box, type the account description. For example, you can type “Secure Terminal Services account.”
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In the Password box, type the password. This is the ID that users are prompted to enter when logging on to the Script Manager component of Scripting (that is, if you configure this account so users have to type the ID, in addition to the password). In this example, the ID is also swcts.
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Click the check box beside User cannot change password.
Note: For security purposes, Nortel Networks does not recommend that you place a check mark beside Password never expires. However, note that by keeping this option deselected, you will have to change the password on a regular basis. Therefore, ensure that you keep the old password handy and always record the new password. 9
Click Create. Result: The system creates the account and it appears in the Computer Management window.
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Close the Computer Management window.
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Add the new Terminal Services account to the local security policy. For details, see “To add the new Terminal Services account to the local security policy (Windows Server 2003)” below.
To add the new Terminal Services account to the local security policy (Windows Server 2003) This procedure is applicable in the following scenarios:
When the application server is running Windows Server 2003 and is configured as a standalone server, you must add the new Terminal Services account to the application server’s local security policy.
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When the application server is running Windows Server 2003 and is a member of a Windows 2000 domain, you must add the new Terminal Services account to the application server’s local security policy. When the application server is running Windows Server 2003 and is a member of a Windows Server 2003 domain, then you can either add the new Terminal Services account to the local security policy (recommended by Nortel Networks), or the network domain administrator can add the Terminal Services account to the Group Policy of the application server’s Organization Unit in the Windows Server 2003 Active Directory. Consult your Microsoft documentation for further details. Click Start ➝ All Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
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In the left pane, click the plus sign (+) beside Local Policies. Result: The heading expands.
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Click User Rights Assignment. Result: The list of local policies appears in the right pane.
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In the right pane, right-click the Allow log on through Terminal Services policy, and then click Properties on the resulting pop-up menu. Result: The Allow log on through Terminal Services Properties window appears.
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Click Add User or Group. Result: The Select Users or Groups window appears.
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Click Advanced to locate the new Active Directory Application Mode user account you created. Result: The Select Users or Groups window expands and new buttons appear.
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Click Find Now. Result: The bottom portion of the window is populated with the names of all users.
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In the bottom portion of the window, highlight the new user you created. In this example, you highlight the name swcts.
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Click OK. Result: The name appears at the bottom of the Select Users or Groups window.
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Click OK to save your changes and close the Select Users or Groups window. Result: The account name appears in the Allow log on locally Properties window.
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Click OK to save your changes and close this window.
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Close the Local Security Settings window.
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Grant the required file and directory permissions to the new user account. For details, see “To grant the required file and directory permissions to the new user account in Windows Server 2003” below.
To grant the required file and directory permissions to the new user account in Windows Server 2003 In this procedure, you must add the new account (in this example, swcts) and grant the required permissions to the following file and directory:
the root directory where the operating system is installed (for example drive C:) the Symposium Web Client file nicmisc.mdb, which is installed in the following directory, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\Scripting\data
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On the application server, open Windows Explorer and navigate to the drive on which the operating system is installed (for example, drive C:).
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Right-click the drive letter, and, from the resulting pop-up menu, select Properties. Result: The Local Disk Properties dialog box appears.
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Click the Security tab.
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Click Add. Result: The Select Users or Groups window appears.
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Click Advanced. Result: The window expands and a series of new buttons appear.
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Click Find Now. Result: The bottom portion of the window is populated with all the users.
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In the bottom of the window, locate the new user account. In this example, you would locate swcts.
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Double-click the account. Result: The user account appears at the bottom of the Select Users or Groups window.
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Click OK. Result: The user account appears in the Local Disk Properties window.
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In the Local Disk Properties window, highlight the swcts user account.
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In the bottom of the window, ensure that the Read & Execute check box is selected in the Allow column. Note: When you click Read & Execute, it automatically includes List Folder Contents and Read permissions.
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Ensure that all other permissions are deselected.
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Click Apply. You may have to wait a few moments for the server to process your request.
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Click Advanced. Result: The Advanced Security Settings for Local Disk window appears.
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Ensure that the Apply to text beside the new user account reads “This folder, subfolders and files.” If this value is not listed, then continue with the following step. If this value is already listed, then proceed to step 19.
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Highlight the user account, and then click Edit. Result: The Permission Entry for Local Disk window appears.
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From the Apply onto drop-down list, select This folder, subfolder and files.
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Click OK to save your changes and close the Permission Entry for Local Disk window.
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Click OK to close the Advanced Security Settings for window.
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Click OK to save your changes and close the Local Disk Properties window. Result: The system applies your changes. This may take a few moments. When it is finished, the <user account> Properties window appears.
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Click OK.
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In Windows Explorer, navigate to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Scripting\data where C:\ is the drive on which you installed Symposium Web Client.
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In this folder, right-click the file nicmisc.mdb, and, from the resulting pop-up menu, select Properties. Result: The nicmisc.mdb Properties dialog box appears.
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Click the Security tab.
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Click Add. Result: The Select Users or Groups window appears.
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Click Advanced.
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Click Find Now.
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In the bottom of the window, locate the new user account. In this example, you locate swcts.
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Double-click the account. Result: The user account appears at the bottom of the window.
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Click OK. Result: The user account appears in the nicmisc.mdb Properties window.
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In the nicmisc.mdb Properties window, highlight the new user account. In this example, highlight the swcts user account.
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In the bottom of the window, ensure that the Read & Execute check box is selected in the Allow column. Note: When you click Read & Execute, it automatically includes Read permissions.
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Ensure that all other permissions are deselected.
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Click OK to save your changes.
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Configure Terminal Services with the new user account. For details, see “To configure Terminal Services with the new user account in Windows Server 2003” on page 611.
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To configure Terminal Services with the new user account in Windows Server 2003 Note: You perform this procedure on the application server. 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Terminal Services Configuration. Result: The tscc - [Terminal Services Configuration\Connections] window appears.
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In the right pane, double-click RDP-Tcp. Result: The RDP-Tcp Properties window appears.
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Click the Logon Settings tab.
4
You have two choices on this tab, based on the degree of security you want to configure:
To have the system prompt users for both a user name and password when they launch the Script Manager portion of Scripting, click Use client-provided logon information. In the example followed throughout this section, if you click this option, then users must enter
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swcts and its corresponding password to log on to the Script Manager portion of Scripting.
To have the system prompt users for only the password corresponding to the new user account you created, perform the following steps:
a. Click Always use the following logon information. b. In the User name box, type the name of the new user account you created (in this example, swcts). c. In the Domain box, type the domain name. d. Nortel Networks recommends that you ensure that the check box beside Always prompt for password is selected. Note: For security purposes, Nortel Networks does not recommend that you deselect the check mark beside Always prompt for password. If you deselect this check mark, then your logon information is saved and users do not have to type either a user ID or password to access the Script Manager.
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Click Apply.
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Click the Sessions tab.
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Click the second Override user settings check box, and then click End session.
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Click Apply.
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Click the Permissions tab.
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Click Add.
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Click Advanced.
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Click Find Now.
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In the bottom portion of the window, click swcts (or the user you created), and then click OK.
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Click Check Names.
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Click OK to save your changes and return to the RDP-Tcp Properties window.
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Highlight the user account you created (in this example, you highlight swcts, and give this account User and Guest access.
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Click Apply.
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Click OK.
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Close the tscc - [Terminal Services Configuration\Connections] window. Result: Now, when users launch the Script Manager, they are prompted to type both the user ID and password of this new user account you created, or only the password, based on how you configured the account in step 4.
To activate the Terminal Services License Server The installation of Terminal Services provides you with the Terminal Services software for a 90-day evaluation period only. Before the 90 days expire, you must purchase a Terminal Services license, as described in the Terminal Services Licensing paragraph from Microsoft, to continue to use the Scripting component beyond the evaluation period. To ensure that the licensed clients can continue to access Scripting beyond this period, you must also activate the Terminal Services License Server on the application server with a license server ID provided by Microsoft. 1
On the application server, click Start ➝ All Programs ➝ Administrative Tools ➝ Terminal Server Licensing. Result: The Terminal Server Licensing window appears.
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In the window, right-click the application server icon, and then choose Activate Server from the pop-up menu. Result: The Licensing Wizard starts.
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Follow the prompts in the wizard to connect to Microsoft, obtain the license server ID, and activate the License Server.
To set up a default printer for Scripting To print scripts while using the Web Client Scripting component, you must first configure a network printer on the application server while logged on to Windows Server 2003 as the administrator. For detailed information on this procedure, see “To set up a default printer” on page 585.
To export scripts To the application server To export scheduled script files to the application server, you must create a shared folder on the server. Then, to enable users to access the saved script file, you must grant each user read/delete access rights to this folder on the application server (or alternatively, create separate shared folders with read/ delete access for each applicable user). For details on configuring user access privileges, see the Microsoft Windows Server 2003 documentation. To a client PC You can only export scripts to client PCs that are within the same domain as the application server. To export script files to a client PC, you must create a shared folder on the client PC where the application server can send the script file. You must grant write access privileges to this folder for Everyone. Then you must map to the client PC’s shared folder from the application server. For details on configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require additional information on creating and mapping folders, see your Microsoft documentation.
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What’s next? Configure Agent Desktop Displays on the application server. For more information, see “Configuring Agent Desktop Displays” on page 616.
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Configuring Agent Desktop Displays Introduction Note: The Agent Desktop Displays component only functions if you are using the multicast communication method from the application server to the client PC. To use Agent Desktop Displays on a client PC, you must configure the parameters on the application server. You must also have the Real-Time Reporting component installed and configured on the application server for Agent Desktop Displays to function properly.
To configure Agent Desktop Displays 1
Click Start ➝ All Programs ➝ Symposium Agent Displays ➝ Server Configuration Parameters. Result: The Configuration Parameters window appears.
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Confirm that the address in the IP multicast address box is the application server’s IP send address that you configured in the RTR Configuration Tool. For more information, see “Configuring Real-Time Reporting” on page 572.
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In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. Note: The minimum value that you can type in this field is 2 seconds. If you do not type a value in this box, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Symposium Agent Desktop Displays component and view the real-time statistics. Note: When the number of agents who have logged on to the application reaches this number, any additional agents who try to log on will receive a message informing them to try again later. If you do not type a value in this box, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information on performance and sizing requirements for Symposium Web Client, see the Symposium Call Center Server Planning and Engineering Guide.
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In the View mode drop-down list, select the mode in which you want to view the data that has been collected:
Moving window: In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date: In interval-to-date mode, statistics are collected only for the current interval. When the interval is over, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
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In the Statistics Configuration table, choose the statistics that you want to appear in the Agent Desktop Displays. You can add statistics columns to the displays, or remove columns that you no longer want to show.
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Click the check box in the Show column if you want to add the statistics column to the displays.
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Arrange the order in which the statistics columns will appear by using the column order buttons. Select the statistic that you want to move, and then click the up or down button to change its position. Note: The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display.
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Select the three threshold colors for the selected statistic from the Threshold display colors drop-down lists. Select the statistic and use colors to identify whether the value of the statistic shown in the display is less than the low value, between the low and high value, or greater than the high value. Note: If you have not set the threshold levels in the Configuration component of Web Client or in Symposium Call Center Server, the values appear in white in the Symposium Agent Desktop Displays.
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Click the Blink check box if you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold.
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Click the Beep check box if you want the Agent Desktop Display to beep when its value reaches the threshold.
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Click Once to indicate that a beep should occur only once, or click Continuously to indicate that a beep should occur continuously until the statistic reaches an acceptable value.
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Click Save.
What’s next? Optionally, you can now configure the application server for optimum security by following the Nortel Networks security guidelines. For more information, see Section G: “Security and the server (Windows Server 2003)” on page 619. If you do not want to follow these security procedures, then you can proceed directly to Chapter 8, “Using Symposium Web Client.” Note: Symposium Web Client will function without following the recommended security guidelines. However, this can potentially expose the network to security risks.
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Section G: Security and the server (Windows Server 2003)
In this section Overview
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Overview Introduction To help safeguard the Symposium Web Client application server against security threats, such as unauthorized individuals trying to access restricted information or authorized users accidentally altering/deleting files, you must identify and configure the correct security settings for the server. Where possible, Symposium Web Client aims to adhere to Microsoft’s published guidelines on securing Internet Information Server (IIS). However, since security policies vary from organization to organization, it is impossible to provide security recommendations that suit all businesses. The following security recommendations conform to best practice policies where possible, within the scope of the technology being used. Note: This section includes optional procedures that you can perform to increase the level of security on the Symposium Web Client application server. It does not include information on security issues that are external to the application server (for example, firewall setup and configuration). If you do not want to perform any of the procedures in this section, then you can proceed directly to the chapter on using Symposium Web Client. For details, see Chapter 8, “Using Symposium Web Client.”
Security procedures included in this section This section includes the following security optional procedures:
installing, configuring, and enabling URLScan
enabling Secure Sockets Layer (SSL) on the application server
Notes:
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The default installation of Windows Server 2003 on a newly partitioned server does not include the Everyone group (unlike in Windows 2000 Server). Therefore, you do not need to perform the optional procedure for removing this account on this operating system. However, if you have installed the operating system on a partition that contains previous Symposium Call Center Web Client
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operating system elements, then you must manually remove this account. For details, see “Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)” on page 332. Unlike Windows 2000 Server in which you manually install IIS Lockdown, Windows Server 2003 includes IIS 6.0, which has built-in IIS Lockdown functions. You do not need to install IIS Lockdown for Windows Server 2003. However, if you want to use the additional functionality and features of URLScan or maintain your current security management, you may want to install the URLScan tool (version 2.5 or later) with IIS 6.0. For details on installing and configuring URLScan on IIS 6.0, see “Installing, configuring, and uninstalling URLScan” on page 622. Unlike in Windows 2000 Server, in which you can optionally replace the default anonymous Internet user account with an account of your choice, in Windows Server 2003 you must manually change the default anonymous Internet guest account to the IUSR_SWC account after you install Symposium Web Client. Since this procedure is mandatory, it is covered in the installation section. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537. By default, the installation of IIS 6.0 that comes with Windows Server 2003 disables parent paths and does not allow web pages to use relative paths to files and folders. Therefore, you do not need to perform this security procedure on this operating system (unlike in Windows 2000 Server, in which case it is optional). For security information related to cookies, see “To configure Internet Explorer 6.0 on the client PC” on page 636. To ensure that your Internet browser cache settings are set correctly, follow the appropriate procedure for configuring your version of Internet Explorer. See “To configure Internet Explorer 6.0 on the client PC” on page 636 for details.
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Installing, configuring, and uninstalling URLScan Introduction The following two Microsoft tools enable you to add additional security features to an IIS web server, such as the application server:
IIS Lockdown
URLScan
The default installation of Windows Server 2003 includes IIS 6.0, which has built-in IIS Lockdown functions. On this operating system, therefore, you do not have to install IIS Lockdown separately, as is required with previous versions of IIS. However, if you want to use the additional functionality and features of URLScan, or simply maintain your current security setup, you may want to download and install the URLScan tool (version 2.5 or later) with IIS 6.0. The procedure in this section illustrates how to download and install the URLScan tool. This is an optional procedure that enables you to further secure the application server.
About URLScan and Windows Server 2003 URLScan is a Microsoft tool that can provide additional security for your server when used in conjunction with the IIS Lockdown feature of IIS 6.0. It restricts the type of HTTP requests that the server will process, and the types of file transfers that are allowed to and from the server. For example, URLScan does not allow users to download files with the .exe extension from the application server. For more information on URLScan, see http://support.microsoft.com/ default.aspx?scid=kb;en-us;307608 on the Microsoft web site.
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Note: The default URLScan configuration blocks the transfer of all files with the the .exe extension. Therefore, when this feature is enabled, administrators cannot download the Symposium Configuration spreadsheets (which have an .exe extension), nor can they automatically upgrade the version of the Agent Desktop Displays software that is installed on the client PCs, as this process also requires the downloading of an .exe file from the application server. Nortel Networks recommends that you download all the needed configuration templates to the required PC and upgrade all the Agent Desktop Displays client PCs prior to enabling URLScan on the Symposium Call Center Web Client application server. Alternatively, should you need to download a spreadsheet (or another .exe file) while URLScan is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company’s security policy. For more information, see “To temporarily edit the urlscan.ini file” on page 626.
IIS 6.0 and the application server The risk of IIS security vulnerability on the Symposium Web Client application server is minimal for the following reasons:
The application server’s IIS component is only used for the Symposium Web Client application and is not shared with other web applications. The application server’s IIS component should only be used within the customer’s intranet environment and is not exposed to a regular Internet environment. Anyone who accesses the Symposium Web Client IIS contents must first go through valid Web Client user logon and password authentication.
In spite of these inherent security features, Nortel Networks acknowledges that some customers have security policies that may require that IIS Lockdown and URLScan be installed and configured on the application server.
IIS 6.0 and the MSADC virtual directory By default, IIS 6.0 does not include the MSADC virtual directory, and, therefore, servers that run this version of IIS do not support the Remote Data Service (RDS) form of communication.
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In Symposium Web Client 4.5, you can disable RDS because the application server uses the Simple Object Access Protocol (SOAP) communication method instead. However, before you can use the SOAP communication method with an application server running Windows Server 2003, you must verify the following:
All client PCs connecting to the Symposium Web Client 4.5 application server with Windows Server 2003 must have SOAP 3.0 installed. All client PCs connecting to an application server that is running Windows Server 2003 to view the Agent Desktop Displays must have the Agent Desktop Displays 4.5 software installed.
Note: The Agent Desktop Displays software that is installed with Symposium Web Client 4.0 is called Agent Desktop Displays 4.0. The Agent Desktop Displays software that is installed with Symposium Web Client 4.5 is called Agent Desktop Displays 4.5. When you use the Agent Desktop Displays 4.0 software with Symposium Web Client 4.5, the communication between the client PC and application server is through RDS, not SOAP. In this case, therefore, you cannot use this version of the ADD software with an application server that is running Windows Server 2003 since RDS is not supported on this operating system. All client PCs must be upgraded to release 4.5 of the ADD software when connecting to an application server that is running Windows Server 2003.
To install URLScan (Windows Server 2003) Nortel Networks has verified the following configuration to ensure its compatibility with the proper Symposium Web Client application server operation. Therefore, if you choose to alter this recommended configuration to meet specific customer requirements, note that Nortel Networks will not have verified the impact of such a change on the Symposium Web Client application server. Customers who deviate from the recommended URLScan configuration must test their configuration with Symposium Web Client in a non-production environment before putting the configuration online.
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Note: Nortel Networks recommends that you do not use the application server to download files directly from the Internet since this can pose a security risk. Instead, download the required file to another computer, check the file to ensure that is virus-free, and then transfer the file to the application server. 1
On a computer other than the application server, open Internet Explorer.
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In Internet Explorer, navigate to the following Microsoft web page: http://www.microsoft.com/downloads/details.aspx?FamilyId=23D18937DD7E-4613-9928-7F94EF1C902A&displaylang=en Result: The URLscan 2.5 Install Package page appears.
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Click Download. Result: The File Download window appears, enabling you to open the installation program immediately, or save the installation file to disk.
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Click Save, and then navigate to the folder where you want to save the file setup.exe.
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Once the file is saved, scan the file to ensure that it is virus-free.
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Transfer the setup.exe file to the folder of your choice on the application server.
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Double-click the setup.exe file. Result: The license window appears.
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Click Yes. Result: The program installs the URLScan software, and then the URLScan Installer window appears, notifying you that it was successfully installed.
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Click OK.
What’s next? You must edit the urlscan.ini file to allow files with the .asp extension to be transferred from the application server, a requirement for proper Symposium Web Client functionality. Optionally, you can also edit this file to allow the transfer of files with the .exe extension (so users can download the Configuration spreadsheets).
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To temporarily edit the urlscan.ini file When you install URLScan 2.5 on a server that is running Windows Server 2003, the default installation of the software blocks files with the .asp extension on the application server, which prevents Symposium Web Client from functioning properly. To correct this problem, you must edit the urlscan.ini file to allow files with the .asp extension to be used on the application server. The default installation of URLScan also prevents users from downloading files with the .exe extension from the application server. Since the Symposium Configuration spreadsheets have the .exe extension, administrators cannot download these spreadsheets when the URLScan features are enabled, nor can they automatically upgrade the version of the Agent Desktop Displays software that is installed on the client PCs, as this process also requires the downloading of an .exe file from the application server. Nortel Networks recommends that you download all the needed configuration templates to the required PC and upgrade all the Agent Desktop Displays client PCs prior to enabling URLScan on the Symposium Call Center Web Client application server. If you need to download a spreadsheet (or another .exe file) while URLScan is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company’s security policy. Once users have finished downloading the required files, edit and save this file again to return the security settings to their default state. 1
On the application server, open the urlscan.ini file with a text editor, such as Notepad. The default location for this file is C:\Windows\system32\inetsrv\urlscan\ where C: is the drive on which you installed the operating system.
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In this file, locate the section beginning with [DenyExtensions].
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Within this section of the file, locate and comment out the value .asp (shown in the graphic above) by typing a semi-colon (;) before this value.
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Save the file. Result: Users can download and use files with the .asp extension, as required for proper Symposium Web Client functionality. Optionally, you can now perform the same procedure to allow files with the .exe extension to be downloaded from the application server by continuing with the following steps. (If you do not want to allow users to download files with the .exe extension, you can now close the urlscan.ini file.)
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Within the same section of the file, locate and comment out the value .exe (also shown in the graphic above) by typing a semi-colon (;) before this value.
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Save the file. Result: Users can download the Symposium Configuration spreadsheets (and any other file with an .exe extension) from the application server.
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When the users have finished downloading the required files, you must return the security settings to normal by opening the urlscan.ini file again and reentering the value .exe in the same position.
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Save the file. Result: Users can no longer download files with an .exe extension.
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Enabling Secure Sockets Layer on the application server Introduction Secure Sockets Layer (SSL) is the industry standard for secure network communications. SSL uses encryption that cannot be deciphered without a key between the client computer and the server. SSL is best used on private data that is sent between the client and server (for example, authentication credentials, credit card numbers, and so on). Since SSL uses complex encryption, it requires considerable processor resources, and, as a result, it takes much longer to send and retrieve data from an SSL-enabled server. Therefore, only web pages (ASP pages) that send and receive sensitive information should have SSL enabled. Note: You do not have to enable SSL on the application server; this is an optional procedure that you can perform if you think that leaving this feature disabled poses a security risk to your organization. To enable SSL on the application server, you must perform the following two procedures: 1.
Obtain and install a digital Web Server Certificate for the Symposium Web Client IIS default web site.
2.
Enable SSL on specific Symposium Web Client files (listed below).
Obtaining and installing a digital Web Server Certificate Since obtaining and installing a digital Web Server Certificate is a standard Microsoft procedure, this guide does not include the step-by-step details. For further information about certificates and installation instructions, see the Microsoft web site at http://www.microsoft.com/resources/documentation/IIS/6/ all/techref/en-us/iisRG_SEC_39.mspx.
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In IIS, you install the certificate on the Default Web Site (where the Symposium Web Client virtual directories are installed) by using the Web Server Certificate Wizard to request a new certificate from an online Certification Authority (CA), such as VeriSign. When you run the wizard, you can send the request online or save the request file to disk and send it to the CA later. When you receive a response from the CA, you can start the wizard again to complete the certificate installation.
Web sites containing further information on digital certificates At the time of publication, you can consult the following Microsoft web pages for further information on SSL:
For general information on SSL, see http://support.microsoft.com/default.aspx?scid=kb;EN-US;q245152. For more information on obtaining a server certificate, see http://support.microsoft.com/default.aspx?scid=kb;en-us;Q142849. For more information on enabling SSL on Windows 2000, see http://msdn.microsoft.com/library/default.asp?url=/library/en-us/sqlce/ connectivity_1s4w.asp.
Tasks for which you can enable SSL on the application server You can only enable SSL for the following Symposium Web Client tasks, not for the entire web site:
logging on to the application server
changing the logon password
See the following procedure for a list of the specific Symposium Web Client files on which you enable SSL.
To enable SSL on the application server Once you have obtained and installed the certificate on the Symposium Web Client default web site, enable SSL on the following files:
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ChgPasswd.asp Default.asp PwdMain.asp PwdSave.asp
Click Start ➝ All Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the left pane, double-click the heading. Result: The heading expands to reveal a series of folders.
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Double-click the Web Sites folder. Result: The heading expands to reveal a series of folders.
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Double-click the Default Web Site heading.
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In the right pane, scroll down to the bottom to locate the series of .asp files listed under the Default Web Site heading above.
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Starting with Authenticate.asp, right-click the file and select Properties. Result: The Properties window appears.
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Click the File Security tab.
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Under the Secure Communications heading, click Edit. Result: The Secure Communications window appears.
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Click to select the check box beside Require secure channel (SSL).
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Click OK.
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Perform steps 4 to 8 for each of the files listed at the beginning of this procedure. When you are finished, close the Internet Information Services (IIS) Manager window.
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After you have enabled SSL for each of the files, in an Internet Explorer browser window, click Tools ➝ Internet Options.
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Click the Advanced tab.
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Scroll down to the bottom of the Settings box until you see the Security section.
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Select the Warn if changing between secure and not secure mode option. Note: If you do not want to receive a warning message each time you log on to Symposium Web Client, then you can leave this option deselected.
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Click OK.
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What’s next? Configure your client PC. For more information, see “Installing and configuring client software” on page 635. Once you install and configure client applications, you can log on to Symposium Web Client to add and configure servers in Symposium Call Center Server using the Configuration component. See “Adding and configuring call center servers” on page 800 for more information.
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Installing and configuring client software In this chapter Installing third-party software on a client
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Installing third-party software on a client Introduction Each client PC in Symposium Web Client requires third-party software, depending on which platform the client runs:
Internet Explorer version 6.0 with Service Pack 1 or later on all clients. Windows Installer 2.0 or later. Version 2.0 is included on the Symposium Web Client CD-ROM, and in both Windows 2000 Service Pack 3 for Windows 2000 Server and Professional, and in Windows Server 2003 and Windows XP. For more information on installing this software, see “Installing Windows Installer 2.0 or later” on page 640. Simple Object Access Protocol (SOAP) Version 3.0 merge module (a Microsoft standard component required by all clients running Windows Server 2003, Windows XP, Windows 2000 Professional, Windows 2000 Server, or Windows 2000 Advanced Server). Various ActiveX controls. For a complete listing of the controls required on the client PC, see “Controls required on the client PC” on page 652.
Note: You must configure the Display settings on the client PC’s monitor. Click Start ➝ Settings ➝ Control Panel. Double-click Display, and then click the Settings tab. In the Font size drop-down box, select Small Fonts. If you do not select Small fonts, some items may not display correctly in the browser.
To configure Internet Explorer 6.0 on the client PC Before you begin, ensure that you have installed Internet Explorer Service Pack 1. Start Internet Explorer 6.0. On the menu bar, select Help ➝ About to verify the Service Pack. If the client PC is running Windows XP Service Pack 2, in addition to the procedures in this guide, there are some additional steps that you must perform to configure the browser for Symposium Web Client. For details, see the Symposium Products Interim Compatibility Advisory for Microsoft Windows XP Service Pack 2. This document is located on the Partner Information Center (PIC) web site at www.nortel.com. 636
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1
Start Internet Explorer 6.0 or later.
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From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
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Click the Security tab.
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Click the Trusted Sites icon.
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Click Custom Level. Result: The Security Settings window for trusted sites appears.
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Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-in settings:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
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Download signed ActiveX controls
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
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Click the Privacy tab to choose the way you handle cookies:
To disable all cookies, drag the slider to the top of the ruler until Block all Cookies appears at the top.
or
Drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
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Click Apply.
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Click the Security tab.
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Click the Trusted Sites icon.
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Click Sites. Result: The Trusted Sites window appears.
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Deselect the Require server verification {https:} for all sites in this zone check box.
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In the Add this Web site to the zone box, enter the server name (not the IP address) for your Contact Center Manager Administration server.
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Click Add.
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In the Add this Web site to the zone box, type about:blank.
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Click Add. Note: This ensures that the “about:blank” URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Symposium Web Client.
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Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces). Note: If you used the fully qualified domain name in the SOAP Configuration Parameters window when you installed Contact Center Manager Administration on the Contact Center Manager Administration server, then you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box, and then click Add.
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Click Close to return to the Internet Options window.
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Click the Advanced tab.
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Under Browsing, deselect the Reuse windows for launching shortcuts check box.
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Click OK to exit the Internet Options window.
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Restart Internet Explorer 6.0 to activate your changes.
ActiveX control security This section includes information on security issues related to ActiveX controls. It is separated into three main parts:
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digital signatures
code signing certificates (for digital signatures)
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Digital signatures All controls provided with Symposium Web Client are contained within .cab files that are digitally signed, either by Nortel Networks or by the third-party vendor of origin. Signing the .cab file authenticates that the software originated from a trusted source. The signed .cab file cannot be altered without invalidating the signature, which validates that the contents of the .cab file (including the control) also originated from a trusted source. Based on the browser’s security settings (see “To configure Internet Explorer 6.0 on the client PC” on page 636 for details), when Internet Explorer downloads an ActiveX control to the client PC, it checks whether the .cab file containing the control is signed. If the browser’s security settings stipulate that a control must be signed before being downloaded (when Download unsigned ActiveX controls is set to Disable), then Internet Explorer checks the signature of the .cab file before downloading the control. If the signature is valid, the control is downloaded to the client PC. Code signing certificates (for digital signatures) A code signing certificate is used by software publishers to sign code that they develop and distribute. A signature given by a code signing certificate validates that the file has originated from a trusted source and has not been altered since it was originally published. This type of certificate is valid for a specified period of time, usually one year, during which time software developers can use it to sign binary files with their digital signature. The code signing certificate can expire (usually after one year) without invalidating the signature. Provided the digital signature includes a timestamp, the only other requirement for the validity of the digital signature is that the code signing certificate be valid when the code is digitally signed. The digital signature includes a timestamp taken from a trusted server to prove the date on which the code was signed. Note: SSL certificates are different in that they are not useful once they have expired. For Symposium Web Client, Nortel Networks uses a code signing certificate purchased from VeriSign that is renewed each year. The digital signatures for Symposium Web Client are timestamped against VeriSign’s servers.
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For information on VeriSign’s code signing certificates, see http://www.verisign.com/resources/gd/authenticode/index.html Trusted Sites Zone and Safe for Scripting Symposium Web Client uses some controls that are not marked as “safe for scripting.” To run these controls, you must set the Internet Explorer security setting Initialize and script ActiveX controls not marked safe for scripting to Enable (see “To configure Internet Explorer 6.0 on the client PC” on page 636 for more details). Due to this required setting, Nortel Networks recommends that you add the Symposium Web Client application server as a Trusted Site in Internet Explorer. By doing so, the security settings required by Symposium Web Client do not apply to other web sites in the intranet and Internet zones, which is seen as a more secure solution, since it limits the access to these controls. If these controls were marked as “safe for scripting,” they would be available to all intranet and Internet zone web sites making the application server less secure.
Installing Windows Installer 2.0 or later Note: You do not need to perform this procedure if you have Windows 2000 Server Service Pack 3 (or later), Windows XP, or Windows Server 2003, as these operating systems automatically contain the Windows Installer 2.0 software. 1
In the root directory of the Symposium Web Client CD-ROM, locate the folder Windows Installer 2.0 for.
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Inside the appropriate folder, double-click the file InstMsiW.exe. The program installs the Windows Installer 2.0 and tells you to restart the computer when it is finished.
3
Restart the computer. Proceed with installing SImple Object Access Protocol 3.0, if required.
Installing Simple Object Access Protocol Previous versions of Symposium Web Client used Remote Data Service (RDS) technology for retrieving data through client PCs from the application server. However, in Symposium Web Client 4.5 and later, this method of data retrieval is no longer applicable. 640
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For Symposium Web Client 4.5 (and later) to function correctly, you must install a software package containing Simple Object Access Protocol (SOAP) components. You must perform this installation on every client PC that accesses the application server and that runs any one of the following operating systems:
Windows Server 2003, Windows XP, Windows 2000 Professional, Windows 2000 Server, or Windows 2000 Advanced Server
SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages. To install Simple Object Access Protocol When you use the client PC to connect to an application server running Symposium Web Client 4.5, the system checks whether the client PC contains the required SOAP files. If SOAP 3.0 is not installed, then a warning message appears, followed by a series of windows that enable you to download and install the SOAP files directly from the application server. You have three choices: you can click Cancel to download it later; you can save the software to the client PC’s hard disk for later installation; or you can install the software immediately. Only users who are logged on to the client PC with administrator privileges can install the software. If a user without administrator privileges is logged on to the client PC, then he or she has the option of downloading and saving the ClientSOAP.msi file to the client PC’s hard drive. An administrator can then install the software later by double-clicking this file. However, note that you cannot use Symposium Web Client until the client SOAP software is installed. Note: You only need to perform this installation once on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward. 1
On the client PC, open Internet Explorer.
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In the Address box, type the URL address of the application server. The default URL address is http://<Application Server>.
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Press Enter. Result: The application server displays the Symposium Web Client main logon window.
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In the User Name and Password boxes, type your logon details, and then click Login. Result: A warning message appears, notifying you that you must have SOAP 3.0 installed on the client PC.
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Click OK. Result: A message box appears, enabling you to download the SOAP package.
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Click OK to download the SOAP software. Note: Click Cancel if you want to download the software at a later date. Symposium Web Client will not function properly until you install SOAP on the client PC. Result: A window appears, enabling you to download and install the SOAP files immediately, or save the files to the client PC for a later installation.
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Click Open to begin the installation. You must be logged on with administrator privileges to install the SOAP software. Note: If you prefer to save the SOAP installation file, ClientSOAP.msi, to the client PC for a later installation, click Save. A window appears, enabling
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you to choose the location where you want to save the file. A user with administrator privileges must double-click this file to install the software on the client PC. For installation instructions, proceed with the next Result. Result: The installation program verifies the operating system and setup of the client PC and notifies you if you need to update the Windows Installer software.
8
If you need to update the Windows Installer package, you can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC.
If you do not have to update the installer, proceed to the following step.
The SOAP installation proceeds and the welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following graphic:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing SOAP window appears.
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The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears.
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Installing controls on a client Most of the Symposium Web Client components require the installation of controls on the client PC. Provided that you have logged on to the client PC with the proper privileges, these controls are automatically downloaded and installed on the client PC the first time they are required by the Symposium Web Client application in which you are working, unless the control is already installed on the client PC. The system automatically upgrades these controls if a newer version of the control is detected on the application server, only up to the version specified by Symposium Web Client. Controls are required for all components except Configuration and Audit Trail. For information on viewing the controls that are installed on the client PC, see “To view the list of installed controls” on page 654. All the downloaded controls used by Symposium Web Client are contained in .cab files that are digitally signed. Therefore, if you configured Internet Explorer according to the procedure in the previous section, and enabled the downloading of signed ActiveX controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC.
Installing controls and permissions If your call center security policy does not allow agents to log on to the client PCs with administrator privileges, then the automatic download process for most of the Symposium Web Client controls will not function. In this case, you have three options for installing the required controls on the client PCs:
A user with administrator privileges can log on to each client PC, connect to the application server, and automatically download all required controls by opening all applicable components and using the pages that require these controls. For a list of all controls and the components they work with, see Appendix E, “Controls required on the client PC.” For those users who have a central management tool in their network, such as a Systems Management Server (SMS), Nortel Networks has bundled the required controls into a single file called ClientCtrls.msi. You can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who has logged on to the
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PC. For details, see “To run the ClientCtrls.msi file from an SMS server” on page 655.
If you do not have an SMS server, a user with administrator privileges can launch the ClientCtrls.msi file on each client PC individually to install all the required controls at once (without having to log on to Symposium Web Client). For details, see “To run the ClientCtrls.msi file on each client PC” on page 655.
Controls and your local security policy If the client PC runs on Windows 2000, then based on the local settings of the security policy Unsigned non-driver installation behavior on the PC, warning windows other than those resulting from the settings you chose when configuring Internet Explorer may appear, or the required controls may not be downloaded at all. Likewise, if the client PC runs on Windows Server 2003, these warnings may appear (or the required controls may not be downloaded at all), based on the local settings of the security policy, Software Restriction Policies – Security Levels, on the PC. It is important, therefore, that you verify your local security settings for the appropriate policy, according to the following procedure. This procedure is only applicable to client PCs running Windows 2000 or Windows Server 2003. If your client PC runs any other operating system, then the security policy does not affect the downloading of controls. To verify your local security policy settings Note: The following procedure is applicable only to Windows 2000 or Windows Server 2003. If your client PC runs any other operating system, then the security policy does not affect the downloading of controls, and you do not need to perform this procedure.
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Click Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
2
Click the plus sign (+) beside Local Policies. Result: The heading expands to reveal a series of folders.
3
Click the Security Options folder. Result: A series of policies appears in the right pane.
4
In the right pane, scroll down to the “Unsigned non-driver installation behavior” policy.
5
Under the Local Setting column, verify the current setting for this policy. The possible values are:
Not Defined You have not configured the settings for this policy. Any warning windows that appear when you install controls on the client are the result of the settings you chose when configuring Internet Explorer.
Silently succeed All controls are installed on the client PC without any further warning windows, other than those resulting from the settings you chose when configuring Internet Explorer.
Warn but allow installation All controls are installed on the client PC, but if any of the files within the CAB file being downloaded are not signed, then one or more warning windows appear, in addition to those
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resulting from the settings you chose when configuring Internet Explorer.
6
Do not allow installation You cannot download and install unsigned controls on the client PC, regardless of the settings you chose when configuring Internet Explorer.
To change the setting that appears, right-click this policy, and select Security from the resulting pop-up menu. Result: The Local Security Policy Setting window appears.
7
From the Local policy setting drop-down list, select the new policy setting.
8
Click OK to save your changes.
9
Close the Local Security Policy Setting window.
To install controls on a client PC The installation procedure in this section uses the example of how to install the client controls required for Scripting (True DBGrid Pro and the Remote Desktop ActiveX control). However, the same basic procedure applies for installing any of the controls for the other components:
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1.
You must first log on to the application server and start the applicable component.
2.
Then open the window or feature of the component that requires the control. For example, True DBGrid Pro is only required for the application thresholds portion of Scripting and is, therefore, only downloaded when you open this feature in Scripting.
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When the security warning window appears notifying you that you must install the control, click Yes. The system automatically installs the control (if you have set Internet Explorer to Prompt for Download signed ActiveX controls).
Notes:
If you are using an SMS server to install all required controls automatically, then see “To run the ClientCtrls.msi file from an SMS server” on page 655. If you are a user with administrator privileges and you are manually installing all controls simultaneously by launching the ClientCtrls.msi file on each client PC, then see “To run the ClientCtrls.msi file on each client PC” on page 655. When downloading the control for Historical Reporting (the Crystal Reports Viewer), you may be prompted to install certain dependency files (if these files do not already exist on the PC). For details, see “To download the files required by the Crystal Reports Viewer” on page 651. For a complete list of the controls required on the client PC, see “Controls required on the client PC” on page 652. Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Symposium Web Client. (A user with administrator privileges must first install client SOAP on the client PCs.) For information on adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. ATTENTION
You require separate licenses for Terminal Services for each client PC using the Script Manager and Editor portion of the Scripting component.
To install True DBGrid Pro on a client This procedure is an example of how to interactively download ActiveX controls. When you run Scripting in Internet Explorer for the first time, the system prompts you to install True DBGrid Pro if it is not already installed on the client PC. Planning, Installation, and Administration Guide
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Log on to Symposium Web Client. Note: For more information about logging on to Symposium Web Client for the first time, see “To log on to Symposium Web Client for the first time” on page 792. Result: The Launch Pad appears.
2
Click Scripting. Result: When the Scripting window opens in your browser, the system prompts you to install the True DBGrid Pro Control.
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Click Yes. Result: The system installs True DBGrid Pro.
Downloading the Crystal Reports Viewer Note: If you are using an SMS server to install all required controls automatically (including the Crystal Reports Viewer), then see “To run the ClientCtrls.msi file from an SMS server” on page 655. If you are a user with administrator privileges and you are manually installing all controls simultaneously by launching the ClientCtrls.msi file on each client PC, then see “To run the ClientCtrls.msi file on each client PC” on page 655.
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Before you can successfully run and view historical reports, the client PC must have the Crystal Reports Viewer control installed. For this control to function correctly, it requires that certain files must be installed on the PC. While most of these files are downloaded automatically, the system notifies you that it needs to download the following files:
atl.dll
MFC.DLLs
If these files are not installed when you first download the Crystal Reports Viewer, then messages appear notifying you that you must install them as outlined in the following procedure. To download the files required by the Crystal Reports Viewer 1
On the client PC, open the Historical Reporting component.
2
Run an ad hoc report. Result: The system downloads the Crystal Reports Viewer. Then, if the required atl file for this Viewer is not installed, the report viewer appears blank and the following message box appears:
3
Click Yes to install the file. Result: The system installs the file and a message appears, prompting you to restart the PC.
4
Click Yes to restart the PC, or No to restart later. Note: You do not have to restart the PC for these changes to take effect.
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On the client PC, try to run the ad hoc report again. Result: If the report is generated successfully, then you do not have to continue with the following steps and you are finished this procedure. However, if the required mfc files are not installed, then the report viewer appears blank and the following message box appears:
6
Click Yes to install the files. Result: The system installs the required files, and a message box appears prompting you to restart your PC.
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Click Yes to restart the PC, or No to restart later. Note: You do not have to restart the PC for these changes to take effect. Result: On the client PC, you can now run the ad hoc report successfully.
Controls required on the client PC Notes:
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Deleting controls: You can safely delete any of the controls from the client PC. However, note that if Internet Explorer has been using the control, you may need to close the browser and reopen it before the system allows you to delete the control. Installing later versions: Internet Explorer will automatically download later versions of the controls as required. For information about viewing the version number of the controls installed on the client PC, see “To view the list of installed controls” on page 654.
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The following table lists all the controls that must be installed on the client PC if it is used to access all Symposium Web Client 4.5 components (except Configuration and Audit Trail, which have no dependency on controls). Some controls are required for more than one component, but you only need to install them once. For a complete list of the control files and their version numbers, refer to Appendix E, “Controls required on the client PC.” Control
Company
Purpose
Crystal Reports Viewer
Crystal Decisions
Crystal Reports
Emergency Help
Nortel Networks
Emergency Help
Popup Menu
Microsoft
Internet Explorer Popup Menu
Date and Time Picker
Microsoft
Time and date picker control
Remote Desktop Client
Microsoft
Terminal Services
Olectra Chart
ComponentOne
Chart control
Real-time Display
Nortel Networks
Real-time displays
Infragistics ActiveTreeView
Infragistics
TreeView control
True OLE DB Grid 8
ComponentOne
Grid control
ATL module for Windows
Microsoft
Visual C++ Helper files used to display progress bar
SOAP Client 3.0 *
Microsoft
Access to server-side functionality
*For more information on installing the client version of SOAP, see “Installing Simple Object Access Protocol” on page 640. The control for Windows scripting is automatically installed with the client operating system.
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Viewing the list of installed controls When you want to verify which controls are installed on the client PC and their version numbers, you can use the Tools menu in Internet Explorer. To view the list of installed controls 1
In Internet Explorer, click Tools ➝ Internet Options. Result: The Internet Options window appears.
2
On the General tab, under the Temporary Internet files heading, click Settings. Result: The Settings window appears.
3
Click View Objects. Result: The Downloaded Program Files window appears, listing the installed controls, the date they were installed, and their version numbers.
Using the ClientCtrls.msi file Nortel Networks provides a single file called ClientCtrls.msi that includes all the required client controls. For a list of the controls and their versions, see Appendix E, “Controls required on the client PC.” Note: When you use the ClientCtrls.msi file to download controls, the downloaded controls will not appear in the Internet Explorer Downloaded Program Files window. There are two ways in which you can use this file. Choose the method that best suits your organization:
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For those users who have a central management tool in their network, such as a Systems Management Server (SMS), you can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who has logged on to the PC. For details, see “To run the ClientCtrls.msi file from an SMS server” on page 655. If you do not have an SMS server, a user with administrator privileges can launch the ClientCtrls.msi file on each client PC individually to install all the required controls at once (without having to log on to Symposium Web Symposium Call Center Web Client
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Client). For details, see “To run the ClientCtrls.msi file on each client PC” on page 655. To run the ClientCtrls.msi file from an SMS server Notes:
Since installation procedures through an SMS system can vary from one company to the next, the following procedure offers general guidelines only. Follow your company’s guidelines to install the ClientCtrls.msi file on the SMS clients in your network. In addition to using an SMS server, a system administrator can install this package on client PCs within the same domain using the Windows group policy. For details, see the documentation on the Microsoft web site at http://support.microsoft.com/default.aspx?kbid=324750.
1
Log on to the SMS server with administrator privileges.
2
Insert the Symposium Web Client CD-ROM into the SMS server, and then navigate to the root directory.
3
From the CD-ROM, copy the file ClientCtrls.msi to the desired directory on the SMS server.
4
Double-click the ClientCtrls.msi file to run the installation and install the files on all SMS client PCs in your network.
To run the ClientCtrls.msi file on each client PC Use this procedure to install all required controls on each client PC individually. This procedure is useful if your company’s security policy prevents agents from logging on to their PCs with administrator privileges. In this case, an administrator can install all required controls by running the ClientCtrls.msi file on each PC. 1
Log on to the client PC with administrator privileges.
2
Insert the Symposium Web Client CD-ROM into the PC, and then navigate to the root directory.
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In this directory, double-click the file ClientCtrls.msi to begin the installation. Result: The Windows Installer windows appears briefly, followed by the welcome window.
4
Click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The program installs the files. When it is finished, the completed window appears.
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Click Finish.
7
Perform this procedure on each client PC that will be used to access the application server and run Symposium Web Client.
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Installing and configuring Agent Desktop Displays on a client PC Introduction Agent Desktop Displays is a Windows-based tool that provides skillset monitoring to Symposium Call Center Server agents. Agents or supervisors can log on to Agent Displays using their phoneset logon ID and view real-time statistics for each skillset to which they belong. Agent Desktop Displays’ tabular format appears as a window with several columns. This window can be moved, minimized, resized, closed, or set to always stay on top of the desktop like any standard Microsoft window. The application continually verifies that the agent is logged on to the server in Symposium Call Center Server by checking with the application server once every minute. It also checks the list of skillsets that are assigned to the logged on agent once every 3 minutes and updates the display accordingly. Notes:
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If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, then you must be logged on to the PC as a user with Administrator privileges to install or upgrade Agent Desktop Displays. This also applies if you are installing the client portion of Agent Desktop Displays on the application server. Before you can install Agent Desktop Displays on the client PC, you must ensure that it has the Windows Installer 2.0 or later installed (version 2.0 is included on the Symposium Web Client CD-ROM, and in Windows Server 2003, Windows 2000 Service Pack 3 for Windows 2000 Server and Professional, and Windows XP). For more information on installing this software from the Symposium Web Client CD-ROM, see “Installing Windows Installer 2.0 or later” on page 640. For information on upgrading Agent Desktop Displays from Release 4.0 to 4.5, see “Upgrading the Agent Desktop Displays client software” on page 701 (when the application server is running Windows 2000 Server/ Advanced Server) or “Upgrading the Agent Desktop Displays client Symposium Call Center Web Client
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software” on page 753 (when the application server is running Windows Server 2003).
Versions of Agent Desktop Displays and compatibility with Symposium Web Client If you are going to use Agent Desktop Displays on a client PC that connects to multiple application servers, then you must ensure that each application server has the same version of Symposium Web Client installed.
Agent Desktop Displays 4.5 connecting to Symposium Web Client 4.0 The Agent Desktop Displays 4.5 client software is incompatible with the Symposium Web Client 4.0 software that is installed on the application server. Once you upgrade the client PC from Agent Desktop Displays Release 4.0 to Release 4.5, then you cannot use the Agent Desktop Displays component when the client PC connects to an application server running Symposium Web Client 4.0. Agent Desktop Displays 4.0 connecting to Symposium Web Client 4.5 Agent Desktop Displays Release 4.0 is compatible with an application server running Symposium Web Client Release 4.5 only when it is installed on Windows 2000 Server/Advanced Server. Agent Desktop Displays Release 4.0 is incompatible with an application server running Symposium Web Client Release 4.5 when it is installed on Windows Server 2003. When you use a client PC running Agent Desktop Displays Release 4.0 to connect to an application server running Symposium Web Client Release 4.5 (on Windows 2000 Server/Advanced Server), a message appears, notifying you that there is a newer version of the client software available and enabling you to upgrade the software to Release 4.5. If you choose not to upgrade, then you can continue to use Agent Desktop Displays Release 4.0. However, in this case, the communication between the client PC and application server continues to be through Remote Data Service (RDS), rather than SOAP, which is new to Release 4.5. Therefore, the RDS communication method must be enabled on the application server for Agent Desktop Displays 4.0 to function properly. For details on enabling RDS, see “To reenable Remote Data Service” on page 279. For information on upgrading Agent Desktop Displays, see “Upgrading the Agent Desktop Displays client software” on page 701.
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Symposium Web Client and Remote Data Service While the primary communication method in Symposium Web Client 4.5 is through SOAP 3.0, the application server still needs to use RDS communication in the following three instances:
when Agent Desktop Displays 4.0 clients connect to the application server to view the displays during the upgrade process when you upgrade these clients to Agent Desktop Displays 4.5 during the upgrade process when you upgrade all client PCs to SOAP 3.0
Until you have finished upgrading all client PCs to SOAP 3.0, and have upgraded all the client PCs running Agent Desktop Displays to Release 4.5 of the client software, the application server still requires that RDS be enabled (in addition to SOAP). Since the RDS communication method relies on the MSADC virtual directory, this directory must also be enabled for proper RDS functionality. The default IIS Lockdown procedure, as documented for Windows 2000 Server/Advanced Server in this guide, disables RDS by removing this virtual directory. However, when performing this procedure, you can choose to leave this directory enabled while there are still client PCs running Agent Desktop Displays 4.0 and connecting to the application server, and until you have upgraded all client PCs to SOAP 3.0. For more information, see “Installing, configuring, and uninstalling IIS Lockdown and URLScan” on page 241. Note: If the application server is running Windows 2000 Server/Advanced Server, after you upgrade to Agent Desktop Displays Release 4.5, the first time you launch the program, the system checks for SOAP 3.0 on the client PC. If it does not find this software, then the system automatically downloads and installs the SOAP software. Since this process also requires RDS, you cannot remove the application server’s MSADC virtual directory through the IIS Lockdown procedure until the SOAP software has been completely installed on all client PCs that connect to the application server to view the Agent Desktop Displays.
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If the application server is running Windows Server 2003, however, it comes with IIS 6.0 by default. This version of IIS does not include the MSADC virtual directory and, therefore, the RDS communication method is not supported on this operating system. Instead, when Symposium Web Client 4.5 is installed on an application server that is running Windows Server 2003, it can only use the SOAP communication method. Since RDS is not supported on this operating system, the automatic upgrade of Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5 is not supported, nor is the automatic upgrade of all client PCs to SOAP 3.0. Instead, you must manually upgrade the Agent Desktop Displays 4.0 software to Release 4.5 by following the procedure “Manually upgrading the Agent Desktop Displays client software” on page 754.
Installing and configuring Agent Desktop Displays on a client PC Note: For details on upgrading Agent Desktop Displays, see “Upgrading the Agent Desktop Displays client software” on page 701. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, then you must be logged on to the PC with Administrator privileges to install Agent Desktop Displays. This also applies if you are installing the client portion of Agent Desktop Displays on the application server.
Installing Agent Desktop Displays To install Agent Desktop Displays on a client PC, run the setup program for the client version of the program. You must configure the agent displays on each client to connect to the application server, and to the server in Symposium Call Center Server after installation is complete. ATTENTION
The Agent Desktop Displays 4.5 client software is incompatible with the Symposium Web Client 4.0 software that is installed on the application server. Once you upgrade the client PC from Agent Desktop Displays Release 4.0 to Release 4.5, then you cannot use the Agent Desktop Displays component when the client PC connects to an application server running Symposium Web Client 4.0.
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Note: You can use this procedure to install both the standard English version and the multi-language support version of the Agent Desktop Displays client software. For more information on Agent Desktops Displays and multiple language support, see “Versions of ADD client software and multiple language support” on page 193. To install and configure Agent Desktop Displays on a client PC 1
Insert the Symposium Web Client CD into the client PC.
2
Click Start ➝ Run. Result: The Run dialog box appears.
3
Click Browse to go to the CD-ROM drive on the client.
4
Open the Agent Desktop Displays Client folder, and then double-click the setup.exe file. Example Your path can be [CD-ROM drive]:\Agent Desktop Displays Client\setup.exe
5
Click OK. Result: The Choose Setup Language window appears.
6
From the drop-down list, choose the language in which you want to install/ upgrade Agent Desktop Displays. You can choose from English, French, German, Japanese, and Traditional Chinese. Note: If you are connecting to a coresident server to use Agent Desktop Displays, then you cannot use French or German. If the server also contains TAPI 3.0, then you can only use English.
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Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Symposium Agent Desktop Displays window.
8
Click Next. Result: The Customer Information window appears.
9
In the User Name and Organization boxes, type the appropriate information.
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10
Under the Install this application for heading, click the radio button beside Anyone who uses this computer (all users).
11
Click Next. Result: The Setup Type window appears.
12
13
Select one of the following setup types:
Complete: Click Complete to install all Agent Desktop Displays components in the default directory.
Custom: Click Custom to change to the default installation directory, or to confirm available hard disk space.
If you want to change the default directory path, follow these steps: a. Click Custom in the Setup Type window. Result: The Custom Setup window appears.
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b. In the Custom Setup window, confirm the default directory path that appears in the bottom left side of the window. Click Change to change this path. Result: The Change Current Destination Folder window appears.
c. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program.
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d. Click OK to return to the Custom Setup window. Note: If you are upgrading from a previous version of Agent Desktop Displays, then you cannot choose the directory in which to install the software; you must install the upgrade in the same folder in which the original software is installed. 14
If you want to confirm your available hard disk space, click Space. Result: The Disk Space Requirements window appears.
a. Review the available hard disk space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Agent Desktop Displays on a drive that does not have enough free disk space.
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Click Next. Result: The Ready to Install the Program window appears.
16
Click Install. Note: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Result: The Installing Agent Desktop Displays window appears and installation begins. When installation is complete, the Server IP Addresses dialog box appears.
Note: If you are upgrading from a previous version of Agent Desktop Displays, then the Server IP Addresses window does not appear. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application.
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In the Application server IP address and the Symposium server IP address boxes, type the appropriate IP addresses. Note: When typing the IP address of Symposium Call Center Server, if you are installing Agent Desktop Displays on a Terminal Services/Citrix server, keep in mind that all agents who use Agent Desktop Displays from this particular server must be configured on the same server in Symposium Call Center Server.
18
Click Save. Result: The InstallShield Wizard Completed window appears.
19
Click Finish. Result: The system may prompt you to restart your system.
Installing Simple Object Access Protocol on the Agent Desktop Displays client PC (Windows 2000 Server) Before you can use Agent Desktop Displays Release 4.5, the client PC must have the client SOAP software (clientSOAP.msi) installed. If the application server is running Windows 2000 Server/Advanced Server, the system automatically downloads and installs the client SOAP software the first time a user launches Agent Desktop Displays.
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Note: You must be logged on to the client PC with administrator privileges to complete the automatic downloading and installation of the client SOAP software. The installation of the clientSOAP.msi file is required both on client PCs that are used to connect to the application server and work with Symposium Web Client (these PCs are most often designated for supervisors and administrators), and on client PCs that are used to run Agent Desktop Displays (these PCs are used by agents and some supervisors). However, the method of installing the SOAP software is slightly different in each case, as shown below:
When you launch Symposium Web Client, the system checks whether SOAP 3.0 is installed. If it does not find the required files, it prompts you to download and install the SOAP software. You have three choices: you can click Cancel to download it later; you can save the software to the client PC’s hard disk for later installation; or you can install the software immediately. You must be logged on to the PC with administrator privileges to install the software. When a user launches Agent Desktop Displays on a client PC, the system checks whether the client SOAP software (clientSOAP.msi) is installed. If it does not find the required files, then it automatically downloads the software. Once the download is complete, the system automatically installs the SOAP software. The user does not have the option of clicking Cancel or saving the installation file to disk for later installation. You must be logged on to the PC with administrator privileges to install the software. Once the installation process begins, the windows that appear are the same on both types of client PC. For details, see “To install Simple Object Access Protocol” on page 641.
Agent Desktop Displays and the MSADC folder When you perform the optional IIS Lockdown procedure for servers running Windows 2000 Server/Advanced Server, it removes the MSADC virtual directory from the application server, which disables the RDS communication method. Note: By default the Windows Server 2003 operating system comes with IIS 6.0, which does not include the MSADC virtual directory. Therefore, servers that run this version of IIS do not support the Remote Data Service (RDS) form of communication. Planning, Installation, and Administration Guide
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Therefore, if you are using Agent Desktop Displays 4.0 with Symposium Web Client 4.5 (on Windows 2000 Server/Advanced Server), you cannot perform the default IIS Lockdown procedure because the communication between the client PC and application server is through RDS, not SOAP. Instead, you can perform the IIS Lockdown procedure, but leave the MSADC virtual directory enabled. Once all Agent Desktop Displays clients have been upgraded to Release 4.5 (and have SOAP 3.0 installed), then you can perform the IIS Lockdown procedure again, this time removing the MSADC virtual directory. For more information on this procedure, see “Installing, configuring, and uninstalling IIS Lockdown and URLScan” on page 241.
Installing Simple Object Access Protocol on the Agent Desktop Displays client PC (Windows Server 2003) Before you can use Agent Desktop Displays Release 4.5, the client PC must have the client SOAP 3.0 software (clientSOAP.msi) installed. If the application server is running Windows Server 2003, and you have just upgraded the client PC to Release 4.5 of the Agent Desktop Displays software, then you must manually install the SOAP software on each client PC. Note: You must be logged on to the client PC with administrator privileges to complete the installation of the client SOAP software. To manually install Simple Object Access Protocol on the Agent Desktop Displays client PC Notes:
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You must be logged on to the client PC with administrator privileges to complete the installation of the client SOAP software. The client PC must have the Windows Installer 2.0 installed before you can perform this procedure. You can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC. You only need to perform the SOAP installation once on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward.
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1
Insert the Symposium Web Client 4.5 CD-ROM in the client PC and browse the contents of the CD.
2
In the root directory, locate the file clientSOAP.msi.
3
Copy and paste the file to the location of your choice on the client PC.
4
Double-click the file to start the installation. Result: The installation program verifies the operating system and setup of the client PC and notifies you if you need to update the Windows Installer software.
5
If you need to update the Windows Installer package, you can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC.
If you do not have to update the installer, proceed to the following step.
The SOAP installation proceeds and the welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following graphic:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
7
Click Install. Result: The Installing SOAP window appears.
8
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The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Result: You can now use Agent Desktop Displays 4.5.
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Symposium Call Center Web Client
Chapter 6
Upgrading Symposium Web Client (Windows 2000) In this chapter Overview
676
Pre-upgrade checklist
677
Upgrading Symposium Web Client
680
Upgrading the Agent Desktop Displays client software
701
Applying the latest Service Update
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Overview This chapter is broken down into the following main subsections:
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Pre-upgrade checklist Use this checklist before you perform an upgrade to ensure that the server and client PCs are prepared properly. Upgrading Symposium Web Client This section includes the main procedures you must perform to upgrade Symposium Web Client from Release 4.0 to Release 4.5. These procedures include upgrading the Sybase software from Release 12.0 to 12.5 upgrading the Symposium Web Client software For more information, see “Upgrading Symposium Web Client” on page 680. Upgrading the Agent Desktop Displays client software This section includes the procedures you must perform to upgrade the client PCs (and the application server if it is used as a client PC) to Release 4.5 of the Agent Desktop Displays client software. It includes the following procedures: upgrading the Agent Desktop Displays software on the client PCs upgrading the version of the client SOAP software installed on the client PCs Applying the latest Service Update This section includes a choice of two procedures that you must perform to apply the latest Service Update to Symposium Web Client Release 4.5. The procedures differ based on the current level of Symposium Web Client that is installed on the application server. For more information, see “Applying the latest Service Update” on page 717.
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Pre-upgrade checklist Introduction Use this checklist before you upgrade Symposium Web Client from Release 4.0 to Release 4.5.
Pre-upgrade checklist Note: Ensure that the conditions and prerequisites outlined in this checklist are met before you perform an upgrade. General
✔
Check the latest installation or documentation addenda for updates. You can download the latest addendum from either http://www.nortel.com (for end customers), or http://www.nortel.com/prd/picinfo/ (for distributors).
❑
Ensure that you have the Symposium Web Client 4.5 installation CD-ROM on ❑ hand. Use this CD-ROM to upgrade the Symposium Web Client software to Release 4.5. Symposium Call Center Server
Ensure that Symposium Call Center Server is running at least the following software release:
❑
Symposium Web Client is compatible with Symposium Call Center Server Release 4.0 (NS040107SU10S) or later, Symposium Call Center Server Release 4.2 (NS040206SU08S) or later, or Symposium Call Center Server Release 5.0 (NN_SCCS_5.0_SU_03_S) or later. Symposium Web Client is incompatible with previous releases of Symposium Call Center Server.
Note: Symposium Web Client Release 4.0 is incompatible with Symposium Call Center Server Release 5.0 or later.
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Application server
Before you upgrade Symposium Web Client from Release 4.0 to 4.5, ensure that ❑ you perform a full backup of the application server, including the operating system, the Symposium Web Client application software, the Symposium Web Client files that contain user data, Active Directory, and anything else that is specific to the server. For details, see “Configuring the server (Windows 2000 Server)” on page 161. Ensure that Sybase Open Client 12.5 is installed on the application server. For more information, see “Upgrading Sybase Open Client” on page 683.
❑
Ensure that the appropriate Sybase Open Client driver is installed. For details, see “To upgrade the Sybase 12.5 ODBC driver” on page 688.
❑
Before you upgrade Symposium Web Client from Release 4.0 to Release 4.5, ❑ ensure that the application server meets all minimum requirements for this release. For details, see “Application server hardware requirements” on page 40, and “Application server software requirements” on page 46. If you have installed IIS Lockdown on the application server, you must uninstall ❑ it before upgrading Symposium Web Client Release 4.0 to Release 4.5, and then reinstall IIS Lockdown after the upgrade. For details, see “Installing, configuring, and uninstalling IIS Lockdown and URLScan” on page 241. If you are upgrading to a new release of Symposium Web Client, or adding additional features to your existing installation, ensure that you have the new key code. You must enter the new key code during the upgrade procedure.
❑
Note: If you are installing the latest Service Update, then you do not require a new key code. If you have any language packs installed on the application server, you must uninstall all of them before you begin the upgrade of Symposium Web Client. (Then, when the upgrade is complete, you must install the language packs applicable to the newer version of Symposium Web Client.)
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If you are upgrading the Agent Desktop Displays software from either of the ❑ following builds, and you want to use multiple languages, then you must uninstall all Agent Desktop Displays language packs from the application server before you perform the upgrade:
Symposium Web Client 4.0, SU08 (Build 04.02.016.04)
Symposium Web Client 4.5, SU00 (Build 04.05.000.17)
Note: If you are upgrading from a later version of Symposium Web Client, then you do not need to uninstall these language packs. If you are upgrading the XML automated assignments feature, ensure that you ❑ have the XML Assignments User Guide on hand for instructions on installing and uninstalling this component. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. Client PCs Before you upgrade Symposium Web Client from Release 4.0 to Release 4.5, ensure that all client PCs meet the minimum requirements for this release. For details, see “Client hardware requirements” on page 54, and “Client software requirements” on page 57.
❑
Before you upgrade the client PCs from Release 4.0 to 4.5 of the Agent Desktop ❑ Displays software, ensure that Remote Data Service (RDS) is installed and enabled on the application server. If you have removed the MSADC virtual directory by performing the IIS Lockdown procedure, then you have disabled RDS. To reenable it before upgrading Agent Desktop Displays, see “To reenable Remote Data Service” on page 279.
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Upgrading Symposium Web Client Introduction ATTENTION
Before you attempt a major upgrade of the Symposium Web Client application version, ensure that you have made a complete backup so that you can restore the entire Symposium Web Client application server should you need to do so. A complete backup of the Symposium Web Client application server includes the operating system, the Symposium Web Client application software, the Symposium Web Client files that contain user data, Active Directory, and anything else that is specific to the server. Typically, you make a complete backup of the entire Symposium Web Client application server, including Active Directory, using a proven third-party backup tool of your choice, or the Windows 2000 Server backup method. When using the Windows 2000 Server backup method, select System State from the Backup tag. Refer to the Microsoft documentation for more details. If you encounter a problem with the following upgrade process, or if you encounter a product problem, then you can use the full backup you created to revert to the previous version of Symposium Web Client. For more information see, “Configuring the server (Windows 2000 Server)” on page 161.
You can use the procedure in this section to
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upgrade the software to add additional features or components (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities) upgrade from Symposium Web Client Release 4.0 to Release 4.5 on a Windows 2000 Server platform Symposium Call Center Web Client
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Note: You cannot use this procedure to migrate Symposium Web Client from a Windows 2000 Server platform to a Windows Server 2003 platform. As of the date of publication, this migration procedure is not supported. In each case, you enter your new keycode when you are prompted to do so during the installation. Note: If you are upgrading from Symposium Web Client Release 4.0 to Release 4.5, then you must ensure that Sybase Open Client 12.5 is installed on the application server before you perform the upgrade. For more information, see “Upgrading Sybase Open Client” on page 683. Service Updates You can upgrade your Symposium Web Client software when new Service Updates or Releases become available. When you upgrade to a newer version of the software, check the Symposium Call Center Server Supplementary CD for new Service Updates. Nortel Networks also recommends that you check the following web site to see if further updates have been posted following the release of the Supplementary CD: http://www.nortel.com/espl. For more information on applying the latest Service Updates, see “Applying the latest Service Update” on page 717. Note: If you are upgrading Symposium Web Client with the latest Service Update, then you do not require a keycode because the system upgrades only those components that were already installed on the application server. You can download the latest installation or documentation addendum from either http://www.nortel.com (for end customers), or http://www.nortel.com/prd/picinfo/ (for distributors).
Main procedures in the upgrade When you upgrade Symposium Web Client from Release 4.0 to 4.5, you must perform the following main procedures: On the application server: 1.
Uninstall all language packs (including Agent Desktop Displays language packs if you are upgrading from build 04.02.016.04 or build 04.05.000.17).
2.
Upgrade Sybase Open Client to version 12.5.
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Upgrade the Sybase Open Client 12.5 ODBC driver, EBF11113.
Note: If you already have Sybase Open Client 12.5 installed on the application server and are upgrading Symposium Web Client 4.5 from one build to the next, then you must still upgrade the Sybase Open Client 12.5 ODBC driver before upgrading the Symposium Web Client software. 4.
Upgrade Symposium Web Client to Release 4.5.
5.
If you have the client portion of Agent Desktop Displays installed on the application server, then you must upgrade this software, too.
6.
Install the new version of the language packs for Symposium Web Client. (Note: If you have upgraded to Agent Desktop Displays 4.5, you do not need to install the updated language packs separately as they are already included in the base English version of the software.)
On the client PCs: 7.
Upgrade the Agent Desktop Displays software to Release 4.5.
8.
Upgrade the client portion of the Simple Object Access Protocol (SOAP) software to version 3.0.
All these procedures are outlined in this section.
Uninstalling language packs Before upgrading the Symposium Web Client software, you must uninstall all existing language packs from the application server. If you are upgrading the Agent Desktop Displays software from build 04.02.016.04 or build 04.05.000.17, and you want to work in multiple languages, then you must also uninstall any existing Agent Desktop Display language packs from the application server. The procedure in this section outlines how to uninstall a Symposium Web Client language pack; however, you can also use this procedure to uninstall Agent Desktop Displays language packs.
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To uninstall a language pack Note: Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. 1
Click Start ➝ Settings ➝ Control Panel.
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In the Control Panel window, click Add/Remove Programs.
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In the Add/Remove Programs window, highlight the language pack that you want to uninstall.
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Click Remove.
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The program asks you to confirm your choice. Click Yes.
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The program removes the language pack from the application server.
Upgrading Sybase Open Client You must install Sybase Open Client version 12.5 to use the Historical Reporting and Contact Center Management components of Symposium Web Client 4.5. To install Sybase Open Client, you must have administrator privileges on the application server. Planning, Installation, and Administration Guide
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Note: If you have Sybase version 12.0 installed on the application server, then you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 or later than 12.5 installed on the application server, then you must uninstall it before you install version 12.5. For information on uninstalling the software, see the documentation posted on the Sybase web site at http://manuals.sybase.com/ onlinebooks/group-as/asp1200e/aseinsnt. After you upgrade Sybase Open Client to version 12.5, you must upgrade the Sybase Open Client ODBC driver. For details, see “To upgrade the Sybase 12.5 ODBC driver” on page 688. Symposium Web Client only functions with Sybase Open Client 12.5. If the application server already has a version of Sybase installed that is newer than version 12.5, then you must uninstall it completely before installing version 12.5. For information on uninstalling Sybase software, see the Sybase documentation. For information on performing a fresh installation of Sybase version 12.5 (as opposed to upgrading from version 12.0), see “To install Sybase Open Client” on page 123. To verify the version of Sybase Open Client that is already installed Perform the following procedure to verify the version of the Sybase software that is already installed before upgrading to Sybase Open Client 12.5: 1
On the server, click Start ➝ Settings ➝ Control Panel.
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Click System. Result: The System Properties window appears.
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Click the Advanced tab.
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Click Environment Variables. Result: The Environment Variables window appears.
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Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
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To upgrade Sybase Open Client You can use this procedure to upgrade Sybase Open Client from version 12.0 to version 12.5. You must be logged on the server as an administrator to perform this procedure. 1
On the application server, insert the Symposium Call Center Web Client CD in the CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel.
3
Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-clicked the Sybase Open Client version 12.5 setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Server Install Failure dialog box appears. This
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occurs because Terminal Services must be in Install Mode before you can install an application.
To switch Terminal Services to Install Mode, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode. 4
Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears.
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Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D:\ is the CD-ROM drive.
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Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
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Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
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Click Standard Install, and then click Next. Result: The Choose Directory window appears.
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Nortel Networks recommends that when you are upgrading from Sybase 12.0, you choose the same folder in which the Sybase software is currently installed. However, if you do not know this location, then you can type a
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custom location in which to install the software, or accept the default path shown (C:\SYBASE). ATTENTION
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When choosing a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears, displaying the components being installed.
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Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files will be copied.
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Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program. The system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/ reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Since the file is optional, your choice does not affect the Sybase installation:
replace Power Dynamo version 3.0.0 with version 3.5.2
If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. Note: If a window with the following message appears, click OK: COMCTL32.DLL - The system does not need this update.
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When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components. 15
Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION
Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
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Click OK.
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Close the Control Panel window.
To upgrade the Sybase 12.5 ODBC driver After you upgrade Sybase Open Client to version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. If you already have Sybase Open Client 12.5 installed on the application server and are upgrading Symposium Web Client 4.5 from one build to the next, then perform this procedure before upgrading the Symposium Web Client software. Note: For further instructions, see the instructions.txt file, which is located in the EBF11113 folder on the Symposium Web Client CD-ROM. 1
On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
2
On the application server, reset IIS as follows: a. Click Start ➝ Run. b. In the Open box, type iisreset, and then click OK.
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a. On the application server, open an MS-DOS prompt, and then navigate to the root directory of the Symposium Web Client CD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver, %SYBASE% is the environment variable containing the directory location of Sybase Open Client 12.5 software installed on the application server, and C:\EBF11113.TXT is the log file that you can use to verify if all the files were copied correctly. 4
On the application server, verify that the system successfully updated the driver as follows: a. Click Start ➝ Programs ➝ Administrative Tools. b. Click the Data Sources (ODBC) icon. Result: The ODBC Data Source Administrator window appears. c. Click the Drivers tab. d. In the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. Note: If the ODBC driver version is not 4.10.00.49, then open the log file, C:\EBF11113.txt, to verify if there were any error messages recorded during the xcopy. After a successful update, the text file contains results similar to those listed below:
EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll Planning, Installation, and Administration Guide
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EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
What’s next? Upgrade Symposium Web Client to Release 4.5. For details, see “To upgrade Symposium Web Client” below.
To upgrade Symposium Web Client Perform this procedure if you are upgrading Symposium Web Client from Release 4.0 to Release 4.5, or if you are upgrading the software to add additional features or components (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities). In both cases, you need a new key code. Notes:
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Before performing this procedure, complete the pre-upgrade checklist on page 677. Symposium Call Center Web Client
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If you have installed IIS Lockdown on the application server, you must uninstall it before upgrading Symposium Web Client, and then reinstall IIS Lockdown after the upgrade. For details, see “To uninstall IIS Lockdown and reconfigure an application server that was installed as the default web site” on page 261, or “To uninstall IIS Lockdown and reconfigure an application server that was installed as part of an existing site” on page 269. You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. The application server must have Sybase Open Client 12.5 installed before you can upgrade Symposium Web Client. For more information on upgrading to this version of the Sybase software, see “Upgrading Sybase Open Client” on page 683. For information on applying the latest Service Update, see “To apply Service Update 05 to application servers running SU04 or earlier” on page 722. For information on reverting back to a previous version of Symposium Web Client after upgrading, see “Reverting back to a previous version of Symposium Web Client” on page 947.
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Insert the Symposium Web Client installation CD into the application server.
2
Click Start ➝ Settings ➝ Control Panel.
3
Click the Add/Remove Programs icon. Result: The Add/Remove Programs window appears.
4
Click Add New Programs.
5
Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears.
7
Click Browse to navigate to the setup.exe file located in the root directory of the CD, and then double-click the file. Result: The path and file name appear in the Open box.
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Click Next. Result: The Symposium Web Client Setup keycode upgrade window appears, asking if you want to change your keycode.
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Click Yes. Result: The Key Code Information window appears, prompting you to enter your new keycode.
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Type your new keycode, and then click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name.
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If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 11
Click Next. Result: The Upgrading the Symposium Web Client main setup window appears.
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Click Next. Result: The Upgrading the Symposium Web Client status window appears, and the system copies new files to the application server.
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Notes:
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The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the upgrade does not proceed, then click Ignore. The upgrade proceeds.
You cannot upgrade to a previous version of Symposium Web Client. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process.
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom
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password for the iceadmin user account. This user has full administrative privileges and is required for proper Symposium Web Client functionality. Note: This window appears every time you install or upgrade Symposium Web Client, and while you must type a password each time, it does not have to be a new password; you can type the same password each time.
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In the Old Password box, type the old password for this account. Notes:
If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step.
If you are upgrading from Symposium Web Client Release 4.0 SU08, or Release 4.5 GA, then the previous password for this account is automatically supplied. In this case, skip to the next step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Real-Time Reporting” on page 198.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Real-Time Reporting” on page 198.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. Note: If you already have a version of Symposium Web Client installed and are now performing an upgrade, the system modifies the identity credentials of any scheduled tasks that you have saved in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes. When the program finishes, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish. Result: The Symposium Web Client Installer Information window appears, indicating that you must restart the application server for the upgrade to take effect.
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Click Yes.
What’s next? After you finish upgrading Symposium Web Client on the application server, check the following:
If you have the client portion of Agent Desktop Displays installed on the application server, then you will also need to upgrade this software on the server, in addition to the client PCs. For more information, see “Upgrading the Agent Desktop Displays client software” on page 701. If you want to be able to use multiple languages, then you must install the new language packs for this version of the software. For details, see “To install a language pack” on page 712. If you want to be able to use the unicast data transmission method for your real-time displays, then you must configure Real-Time Reporting to allow this type of transmission (the default transmission type is multicast only). For more information, refer to “To configure Real-Time Reporting” on page 200. If you have installed the XML automated assignments feature, then you must upgrade it by uninstalling the existing version of the software and reinstalling the new version. For details on uninstalling and installing this software, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer
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Program, including an online membership application, is also available on this site.
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Ensure that all client PCs connecting to the upgraded application server have the required software. For more information, see Chapter 5, “Installing and configuring client software.” Perform a test on the application server to ensure that the upgrade was successful. For example, verify that your existing historical reports and real-time displays are still present and function correctly.
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Upgrading the Agent Desktop Displays client software Introduction You can use the procedure in this section to upgrade the Agent Desktop Displays client software that is installed on the application server (when the server is also used as a client) and on the client PCs. Note: If you are upgrading the Agent Desktop Displays software from build 04.02.016.04 or build 04.05.000.17, and you want to work in multiple languages, then you must uninstall any existing Agent Desktop Display language packs from the application server before performing the upgrade. Agent Desktop Displays Release 4.0 is compatible with an application server running Release 4.5 only when the operating system on the application server is Windows 2000 Server/Advanced Server (not Windows Server 2003). When you use a client PC running Agent Desktop Displays Release 4.0 to connect to an application server running Symposium Web Client Release 4.5, a message appears, notifying you that there is a newer version of the client software available and enabling you to automatically upgrade the software to Release 4.5. This message box also appears if you are using the client portion of Agent Desktop Displays 4.0 when it is installed on an application server that is running the Symposium Web Client 4.5 server software. If you choose to upgrade, then the installation program automatically begins to upgrade and install the software. If you choose not to upgrade, then you can continue to use Agent Desktop Displays Release 4.0 (only if the application server has Windows 2000 Server/Advanced Server installed, not Windows Server 2003). However, in this case, the communication between the client PC and application server continues to be through Remote Data Service (RDS), rather than SOAP, which is new to Release 4.5. Therefore, the RDS communication method must be enabled on the application server for Agent Desktop Displays 4.0 to function properly.
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For this reason, you cannot use Agent Desktop Displays 4.0 with Symposium Web Client 4.5 when the operating system on the application server is Windows Server 2003; this operating system does not support the RDS form of communication. For more information on Agent Desktop Displays, see “Installing and configuring Agent Desktop Displays on a client PC” on page 658.
Symposium Web Client and Remote Data Service The RDS communication method is enabled by default on the application server when its operating system is Windows 2000 Server/Advanced Server (it is not supported in Windows Server 2003). However, if you have performed the IIS Lockdown procedure on the application server and removed the MSADC virtual directory, then you have disabled RDS. For details on reenabling RDS, see “To reenable Remote Data Service” on page 279. After you upgrade to Agent Desktop Displays Release 4.5, the first time you launch the program, the system checks for SOAP 3.0 on the client PC. If it does not find this software, then the system automatically downloads and installs the SOAP software. Since this process also requires RDS, you cannot remove the application server’s MSADC virtual directory through the IIS Lockdown procedure until the SOAP software has been completely installed on all client PCs that connect to the application server to view the Agent Desktop Displays. For more information, see “Installing Simple Object Access Protocol on the Agent Desktop Displays client PC” on page 709. In summary, while the primary communication method in Symposium Web Client 4.5 is through SOAP 3.0, the application server still needs to use RDS communication in the following three instances:
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when Agent Desktop Displays 4.0 clients connect to the application server to view the displays during the upgrade process when you upgrade these clients to Agent Desktop Displays 4.5 during the upgrade process when you upgrade all client PCs to SOAP 3.0
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Therefore, until you have finished upgrading all client PCs to SOAP 3.0, and have upgraded all the client PCs running Agent Desktop Displays to Release 4.5 of the client software, the application server still requires that RDS be enabled (in addition to SOAP). You have two options:
If you have already disabled RDS by performing the IIS Lockdown procedure, then you must reenable it. For details, see “To reenable Remote Data Service” on page 279. You can perform the IIS Lockdown procedure, but leave the MSADC virtual directory enabled. Once all Agent Desktop Displays clients have been upgraded to Release 4.5 (and have SOAP 3.0 installed), then you can perform the IIS Lockdown procedure again, this time removing the MSADC virtual directory. For more information on this procedure, see “Installing, configuring, and uninstalling IIS Lockdown and URLScan” on page 241.
Upgrading Agent Desktop Displays and the MSADC folder You only need to perform the procedure in this section, “To set the permissions on the MSADC folder before upgrading Agent Desktop Displays to Release 4.5” on page 704, if the following conditions exist:
You have completed a fresh installation of the Symposium Web Client Release 4.5 software on the application server (you have not upgraded the application server software from a previous release). You are performing an automatic upgrade of your Agent Desktop Displays client software from Release 4.0 to Release 4.5 by connecting to this application server.
If these conditions do not apply to you (for example, if you have upgraded the application server software to Release 4.5), then you do not need to perform this procedure because the permissions on the MSADC folder are already set properly. Instead, you can proceed directly with upgrading Agent Desktop Displays. For details, see “To upgrade the Agent Desktop Displays client software” on page 705.
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When you install IIS on the application server, the security permissions for the MSADC virtual directory are automatically set to Denied Access, which prevents the automatic upgrade of Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5. To enable the automatic upgrade to proceed, you must first set the permissions on this folder to Granted Access, according to the following procedure. To set the permissions on the MSADC folder before upgrading Agent Desktop Displays to Release 4.5 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
2
In the left pane, double-click the server name. Result: The heading expands to reveal a series of folders.
3
Double-click Default Web Site. Result: The heading expands to reveal a new series of folders.
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Right-click the MSADC virtual folder, and from the resulting pop-up menu, click Properties. Result: The MSADC Properties window appears.
5
Click the Directory Security tab.
6
Under the IP address and domain name restrictions heading, click Edit. Result: The IP Address and Domain Name Restrictions window appears.
7
Click the radio button beside Granted Access, and then click OK.
8
Click OK to close the MSADC Properties window and save your changes.
9
Close the Internet Information Services window. Result: You can now proceed with the automatic upgrade of Agent Desktop Displays from Release 4.0 to Release 4.5. For more information, see “To upgrade the Agent Desktop Displays client software” below.
To upgrade the Agent Desktop Displays client software Notes:
Before you can successfully perform this automatic upgrade, you must ensure that the MSADC virtual folder on the application server has the proper permissions. For more information, see “To set the permissions on the MSADC folder before upgrading Agent Desktop Displays to Release 4.5” on page 704. If you are upgrading the Agent Desktop Displays software from build 04.02.016.04 or build 04.05.000.17, and you want to work in multiple languages, then you must uninstall any existing Agent Desktop Display language packs from the application server before performing the upgrade. For details, see “To uninstall a language pack” on page 683. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, then you must be logged on to the PC with Administrator privileges to upgrade Agent Desktop Displays. This also applies if you are
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upgrading the client portion of Agent Desktop Displays on the application server. ATTENTION
The Agent Desktop Displays 4.5 client software is incompatible with the Symposium Web Client 4.0 software that is installed on the application server. Once you upgrade the client PC from Agent Desktop Displays Release 4.0 to Release 4.5, then you cannot use the Agent Desktop Displays component when the client PC connects to an application server running Symposium Web Client 4.0.
1
Log on to the client PC (or the application server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
On the client PC, open Agent Desktop Displays and connect to an application server running Symposium Web Client 4.5.
3
Launch a tabular display. Result: A message box appears, asking if you want to upgrade to a newer version of Agent Desktop Displays.
4
Click Yes. Result: The Choose Setup Language window appears.
5
From the drop-down list, choose the language in which you want to upgrade Agent Desktop Displays. You can choose from English, French, German, Japanese, and Traditional Chinese. Note: For more information on Agent Desktop Displays and multiple language support, see “Versions of ADD client software and multiple language support” on page 193.
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Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Symposium Agent Desktop Displays window.
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Click Next. Note: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Result: The system copies the necessary files, and then installation begins. When you are upgrading from a previous version of Agent Desktop Displays, you cannot change the server IP addresses during the upgrade. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application. When the upgrade is complete, the InstallShield Wizard Completed window appears.
8
Click Finish. Result: The system may prompt you to restart your system.
What’s next? Install the SOAP 3.0 client software on all client PCs, including the application server if it is used as a client PC. For details, see “Installing Simple Object Access Protocol on the Agent Desktop Displays client PC” on page 709.
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Installing Simple Object Access Protocol on the Agent Desktop Displays client PC Before you can use Agent Desktop Displays Release 4.5, the client PC must have the client SOAP software (clientSOAP.msi) installed. When a user launches Agent Desktop Displays 4.5 on a client PC, the system checks whether the client SOAP software (clientSOAP.msi) is installed. If it does not find the required files, then it automatically downloads the software. Once the download is complete, the system automatically installs the SOAP software. When installing SOAP on the Agent Desktop Displays client, you do not have the option of saving the installation file to disk for later installation. Instead, you must be logged on as administrator to complete the automatic download and installation. If you are not logged on as a user with administrator privileges, then you can click Cancel to stop the installation. However, you cannot use Agent Desktop Displays 4.5 until you successfully download and install the client SOAP software. To install Simple Object Access Protocol on the Agent Desktop Displays client PC Notes:
You must be logged on to the client PC with administrator privileges to complete the automatic downloading and installation of the client SOAP software. The client PC must have the Windows Installer 2.0 installed before you can perform this procedure. You can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC. You only need to perform the SOAP installation once on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward.
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1
On the client PC, open Agent Desktop Displays 4.5 and connect to the application server.
2
Launch the tabular display. Result: The installation program verifies the operating system and setup of the client PC and notifies you if you need to update the Windows Installer software.
3
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If you need to update the Windows Installer package, you can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC.
If you do not have to update the installer, proceed to the following step.
The SOAP installation proceeds and the welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following graphic:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
5
Click Install. Result: The Installing SOAP window appears.
6
The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Result: You can now use Agent Desktop Displays 4.5.
What’s next? If you want to use multiple languages in Symposium Web Client, then you must install the updated language pack for the new version of the software that you just installed. For details, see below.
To install a language pack The Symposium Web Client CD-ROM includes four language packs:
French
German
Japanese
Traditional Chinese
Follow the procedure in this section to install a language pack on the application server.
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1
Click Start ➝ Settings ➝ Control Panel.
2
In the Control Panel window, click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-clicked the .exe file for the language pack on the Symposium Web Client CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
To switch Terminal Services to Install Mode and install the language pack, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode. 3
Click Add New Programs.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
6
Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Symposium Web Client CD-ROM, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
7
In this folder, click the .exe file for the language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
8
Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
10
Click Install. Result: The Installing Symposium Web Client - X Language Pack window appears (where X is the language you have chosen).
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11
The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
12
Click Finish. Tip: You can view the language packs that you have installed on the server by clicking Start ➝ Settings ➝ Control Panel. Then click Add/Remove Programs. The Add/Remove Programs window lists the language packs installed on the server and their version numbers. Result: You can now work with Symposium Web Client in multiple languages.
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Applying the latest Service Update Introduction This section includes the steps you must perform to apply the latest Service Update for Symposium Web Client 4.5. After you have successfully upgraded to the latest release of the software, check the Symposium Call Center Server Supplementary CD for new Service Updates. Nortel Networks also recommends that you check the following web site to see if further updates have been posted following the release of the Supplementary CD: http://www.nortel.com/espl. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Once you download the Service Update, you can perform the procedure in this section to install the Service Update on the application server. This procedure is different from performing an upgrade from one release to another, because
you do not need to upgrade Sybase Open Client again; you only need to upgrade the Sybase software once (before performing the Symposium Web Client upgrade from Release 4.0 to 4.5) you do not need to enter a new keycode.
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ATTENTION
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When you are installing the latest Service Update on application servers running Symposium Web Client 4.5 SU05 or later, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update with one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail.
Procedures included in this section This section includes two different procedures for applying the latest Service Update, based on the current level of the Symposium Web Client software that is already installed on your server.
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Your application server contains Symposium Web Client 4.5 SU04 or earlier and you want to apply Service Update 05. In this case, see the procedure “To apply Service Update 05 to application servers running SU04 or earlier” on page 722. Your application server is already running Symposium Web Client 4.5 SU05 or later and you want to apply the next Service Update. In this case, see the procedure “To apply the latest Service Update to application servers running Symposium Web Client 4.5 SU05 or later” on page 731.
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After you install the Service Update, if you encounter problems, you may need to revert back to a previous version of Symposium Web Client. For more information, see “Reverting back to a previous version of Symposium Web Client” on page 947. In this case, there is an extra step that you must perform to ensure that your scheduled tasks continue to run. For details, see “To update scheduled tasks after reverting to a previous version of Symposium Web Client” on page 955.
Service Updates and Service Update Supplements In Symposium Web Client 4.5 SU05 or later, you can use a new patch process to install Service Updates and Service Update Supplements.
Service Updates include major changes to the software and are numbered sequentially in the format NN_SWC_4.5_SU_06, NN_SWC_4.5_SU_07, and so on. These patches are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but rather only the changed or updated portions of the software. Service Update Supplements include small fixes for Service Updates, and as such, they are much faster and easier to download and install than Service Updates. They are numbered sequentially in the format NN_SWC_4.5_SUS_0601, NN_SWC_4.5_SUS_0602, and so on. You can only install an SUS if its corresponding Service Update is already installed. For example, if you have installed SU06, then you can install NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602.
Note: The numbers of the Service Updates and Service Update Supplements shown in the previous bullets are listed as examples only.
Content included in Service Updates From SU06 onward, every Service Update contains all the fixes included in previously released patches (both Service Updates and Service Update Supplements). This means that you do not need to sequentially install all Service Updates. You only need to install the latest patch; you can go directly from SU05 to SU07 if necessary.
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For example, if SU06, SUS0601, and SUS0602 have been released, and then Service Update 07 is released, all the updates that were included in SU06, SUS0601, and SUS0602 are rolled up into SU07. Note: The numbers of the Service Updates and Service Update Supplements shown in the previous paragraph are listed as examples only.
Patch Viewer utility Before you install a new Service Update or Service Update Supplement, you can verify the current Service Updates or Service Update Supplements installed on the server by using the Patch Viewer utility. This utility can help you save time by avoiding the downloading of patches that are already installed on the server. Aside from listing the current patch level, you can also use the utility to
view the readme files associated with each patch
uninstall one or all of the current patches
Note: If you choose to uninstall all patches, the system removes them in the order last on, first off. If you choose to remove a single patch, you can only remove the last one applied; you cannot remove a patch and leave a subsequent patch intact. To launch the Patch Viewer utility On the Start menu, click Programs ➝ Symposium Web Client ➝ Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
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Elements of the Patch Viewer utility
In the main window of the above graphic, you can see that the server has Service Update 6 applied (NN_SWC_4.5_SU_06), as well as two Service Update Supplements (NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602). These numbers are shown as examples only. To view details of the contents of each patch, highlight the patch, and then click Read Me. A readme text file appears, listing details of the patch. (Note: You can also double-click the patch to launch the readme file.) To uninstall the last patch applied, click Uninstall Last. The system removes the last patch you applied. To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice, and then the system uninstalls all patches in the order last on, first off.
Note: To successfully uninstall a patch, you must be logged on to the server under the same Administrator account profile with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall
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Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail.
The Viewer also lists the status of the patches that have been applied. While the status for patches is usually “Active,” sometimes the status “Inactive, requires reboot” appears. This can appear if you have installed a patch on a coresident server, and have chosen not to restart the server at the end of the patch installation. In this case, you need to restart the server to enable the patch.
Tip: You can also view the list of currently installed patches by connecting to the application server and launching Symposium Web Client on any client PC (or on the application server if it is used as a client PC). On the launchpad, click About Symposium Web Client. The following window appears, listing the currently installed patches (if any):
To apply Service Update 05 to application servers running SU04 or earlier Note: You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure.
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Insert the Symposium Call Center Server 5.0 Supplementary CD into the Symposium Web Client 4.5 application server, and browse the contents for new Service Updates. Nortel Networks also recommends that you check the Nortel Networks Enterprise Solutions PEP Library web site (http://www.nortel.com/espl) to see if further updates have been posted following the release of the Supplementary CD. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register.
2
Copy the Service Update from the Supplementary CD to the application server’s hard drive (or, if downloading from the ESPL web site, download the latest Service Update and save it on the application server).
3
Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
4
Click Add New Programs.
5
Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears.
7
Click Browse to navigate to the setup.exe file for the Service Update that you downloaded, and then double-click the file. Result: The path and file name appear in the Open box.
8
Click Next. Result: The Symposium Web Client Setup keycode upgrade window appears, asking if you want to change your keycode.
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Click No. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name.
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If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 10
Click Next. Result: The Upgrading the Symposium Web Client main setup window appears.
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Click Next. Result: The Upgrading the Symposium Web Client status window appears, and the system copies new files to the application server.
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Notes:
12
The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the upgrade does not proceed, then click Ignore.
You cannot upgrade to a previous version of Symposium Web Client. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process.
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality. Note: This window appears every time you install or upgrade Symposium Web Client. While you must type a password each time, it does not have to be a new password; you can type the same password each time.
13
In the Old Password box, type the old password for this account. Notes:
14
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If you have forgotten or misplaced the old password, then you must manually reset it before you can continue upgrading Symposium Web Client. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Changing the iceadmin user account password” on page 547.
In the New Password box, type the new password for the iceadmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears. Note: When you already have a version of Symposium Web Client installed and are now performing an upgrade or installing a Service Update, the system modifies the identity credentials of any scheduled tasks that you have saved in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: When the system has installed the required SOAP components, the ADAMSchema window appears.
Result: When the system is finished installing the ADAM schema, the Completing the Symposium Web Client Setup Wizard window appears.
17
Click Finish. Result: The Symposium Web Client Installer Information window appears, indicating that you must restart the application server for the upgrade to take effect.
18
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Click Yes.
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To apply the latest Service Update to application servers running Symposium Web Client 4.5 SU05 or later Notes:
1
When you are installing the latest Service Update on application servers running Symposium Web Client 4.5 SU05 or later, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before installing the Service Update or Service Update Supplement, Nortel Networks recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start ➝ Programs ➝ Symposium Web Client ➝ Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To perform the following procedure, you must have a program installed that can open and extract files with the .zip extension, such as WinZip. The patch numbers shown in the graphics in this procedure are examples only. Insert the Symposium Call Center Server 5.0 Supplementary CD into the Symposium Web Client 4.5 application server, and browse the contents for new Service Updates. Nortel Networks also recommends that you check the Nortel Networks Enterprise Solutions PEP Library web site (http://www.nortel.com/espl) to see if further updates have been posted following the release of the Supplementary CD. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register.
2
Copy the Service Update from the Supplementary CD to the application server’s hard drive (or, if downloading from the ESPL web site, download
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the latest Service Update and save it on the application server). Service Updates are packaged as .zip files. 3
Extract the contents of the .zip file to the location of your choice.
4
Double-click the Service Update .msi file to start the installation. An example of a Service Update file name is NN_SWC_4.5_SU_06.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you are installing. A message box asks if you want to read the readme file.
5
Click Yes to read the file, or No to proceed directly with the installation. Notes:
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The readme file can contain important information about the update that you are installing, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel Networks recommends that you read the file before installing the patch.
If you are attempting to install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, then you must manually uninstall the newer patch, and then run the installation for the older patch again. For details on uninstalling patches, see “To uninstall a Service Update” on page 735.
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Click Next. Result: The Ready to Install the Program window appears.
Notes:
If you are installing a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements (SU06 or later), the system removes these patches before installing the new one. However, the system only removes patches back
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to the level SU05; it does not remove SU05 or earlier. The Installed patches found window appears, listing the current installed patches.
Click Next to remove the patches. When the system has finished removing the patches, the installation of the new patch proceeds. See step 7.
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The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Note: Based on the contents of the patch, sometimes the system will automatically start and stop services to replace selected files. Result: When the system has finished installing the patch, the completed window appears. If any errors occurred during the installation, they are noted here, and the system automatically reverts the server to its previous state. 8
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the application server for the update to take effect. Click Yes to restart the server.
To uninstall a Service Update If the server has multiple patches applied (for example, a Service Update and one or more Service Update Supplements), you have two choices when uninstalling them:
You can uninstall only the most recently installed Service Update Supplement. You can uninstall all Service Update Supplements and their corresponding Service Update.
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Notes:
1
To successfully uninstall a patch, you must be logged on to the server under the same Administrator account profile with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. You cannot uninstall a previous Service Update Supplement and leave a later one installed. You must uninstall the last patch that you have applied, followed by the preceding patch (if you want to uninstall more than one patch). For example, if the server has NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602 installed, you must first uninstall SUS_0602, and then SUS_0601. These patch numbers are given as examples only. On the server, click Start ➝ Programs ➝ Symposium Web Client ➝ Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
2
Based on the current state of the server, you will have two choices:
To uninstall only the last patch applied, click Uninstall Last. The system removes the last patch you applied.
To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice, and then the system uninstalls all patches in the order last on, first off.
Result: The system removes all patches and notifies you if you need to restart the server. Click Refresh in the Patch Viewer utility window to view the updated list of patches. Note: You can also uninstall patches one at a time by using the Windows Add/Remove Programs utility.
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Upgrading Symposium Web Client (Windows 2003) In this chapter Overview
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Pre-upgrade checklist
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Upgrading Symposium Web Client
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Overview Since Windows Server 2003 is compatible only with Symposium Web Client 4.5 (or later), upgrades from Release 4.0 to Release 4.5 of the Symposium Web Client software are not applicable to this operating system. Therefore, this chapter only includes the procedures for upgrading your Symposium Web Client 4.5 software by adding additional features (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities), upgrading the Agent Desktop Displays software, and applying Service Updates to the Symposium Web Client 4.5 software when it is installed on Windows Server 2003. This chapter is broken down into the following main subsections:
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Pre-upgrade checklist Use this checklist before you perform an upgrade to ensure that the server and client PCs are prepared properly. Upgrading Symposium Web Client 4.5 This section includes instructions for upgrading your Symposium Web Client 4.5 software by adding additional features. Upgrading the Agent Desktop Displays client software This section includes the procedures you must perform to upgrade the client PCs to Release 4.5 of the Agent Desktop Displays client software. It includes the following procedures: upgrading the Agent Desktop Displays software on the client PCs (including the application server if it is used as a client PC) upgrading the version of the client SOAP software installed on the client PCs Applying the latest Service Update This section includes a choice of two procedures that you must perform to apply the latest Service Update to Symposium Web Client Release 4.5. The procedures differ based on the current level of Symposium Web Client that is installed on the application server. For more information, see “Applying the latest Service Update” on page 762.
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Note: You cannot use the procedures in this section to migrate Symposium Web Client 4.5 from a Windows 2000 Server platform to a Windows Server 2003 platform. As of the date of publication, this migration procedure is not supported.
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Pre-upgrade checklist Introduction Use this checklist before you upgrade Symposium Web Client Release 4.5 by adding new features or before applying a new Service Update.
Pre-upgrade checklist Note: Ensure that the conditions and prerequisites outlined in this checklist are met before you perform an upgrade. General
✔
Check the latest installation or documentation addenda for updates. You can download the latest addendum from either http://www.nortel.com (for end customers), or http://www.nortel.com/prd/picinfo/ (for distributors).
❑
Ensure that you have the Symposium Web Client 4.5 installation CD-ROM on ❑ hand. Use this CD-ROM to upgrade the Symposium Web Client software. Symposium Call Center Server
Ensure that Symposium Call Center Server is running at least the following software release:
❑
Symposium Web Client is compatible with Symposium Call Center Server Release 4.0 (NS040107SU10S) or later, Symposium Call Center Server Release 4.2 (NS040206SU08S) or later, or Symposium Call Center Server Release 5.0 (NN_SCCS_5.0_SU_03_S) or later. Symposium Web Client is incompatible with previous releases of Symposium Call Center Server.
Note: Symposium Web Client Release 4.0 is incompatible with Symposium Call Center Server Release 5.0 or later.
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Application server
Before you upgrade Symposium Web Client 4.5 by installing the latest Service ❑ Update, ensure that you perform a full backup of the application server, including the operating system, the Symposium Web Client application software, the Symposium Web Client files that contain user data, Active Directory, and anything else that is specific to the server. For details, see “Backing up Symposium Web Client data in Windows Server 2003” on page 960. If you are adding additional features to your existing installation, ensure that ❑ you have the new key code. You must enter the new key code during the upgrade procedure. Note: If you are installing the latest Service Update, then you do not require a new key code. If you are upgrading the XML automated assignments feature, ensure that you ❑ have the XML Assignments User Guide on hand for instructions on installing and uninstalling this component. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. Client PCs Before you upgrade the client PCs from Release 4.0 to 4.5 of the Agent Desktop ❑ Displays software, ensure that all client PCs meet the minimum requirements for this release. For details, see “Client hardware requirements” on page 54, and “Client software requirements” on page 57.
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Upgrading Symposium Web Client Introduction You can use the procedure in this section to upgrade the software to add additional features or components (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities). You must enter your new keycode when you are prompted to do so during the installation. Note: You cannot use this procedure to migrate Symposium Web Client from a Windows 2000 Server platform to a Windows Server 2003 platform. As of the date of publication, this migration procedure is not supported. Service Updates You can upgrade your Symposium Web Client 4.5 software when new Service Updates or Releases become available. When you upgrade to a newer version of the software, check the Symposium Call Center Server Supplementary CD for new Service Updates. Nortel Networks also recommends that you check the following web site to see if further updates have been posted following the release of the Supplementary CD: http://www.nortel.com/espl. For more information on applying the latest Service Updates, see “Applying the latest Service Update” on page 762. Note: If you are upgrading Symposium Web Client with the latest Service Update, then you do not require a keycode because the system upgrades only those components that were already installed on the application server. You can download the latest installation or documentation addendum from either http://www.nortel.com (for end customers), or http://www.nortel.com/prd/picinfo/ (for distributors).
Main procedures in the upgrade When you upgrade Symposium Web Client Release 4.5 on Windows Server 2003 by adding new features, you must perform the following main procedures:
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On the application server: 1.
Upgrade Symposium Web Client Release 4.5 by adding new features.
On the client PCs: 2.
Upgrade the Agent Desktop Displays software to Release 4.5.
3.
Manually install the client portion of the Simple Object Access Protocol (SOAP) 3.0 software.
All these procedures are outlined in this section.
To upgrade Symposium Web Client by adding additional components Perform this procedure if you are upgrading Symposium Web Client 4.5 to add additional features or components (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities). You need a new key code for this procedure. Notes:
Before performing this procedure, complete the pre-upgrade checklist on page 740. You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. For information on applying the latest Service Update, see “Service Updates and Service Update Supplements” on page 763.
1
Insert the Symposium Web Client installation CD into the application server.
2
Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears.
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Click Browse to navigate to the setup.exe file located in the root directory of the CD, and then double-click the file. Result: The path and file name appear in the Open box.
7
Click Next. Result: The Symposium Web Client Setup keycode upgrade window appears, asking if you want to change your keycode.
8
Click Yes. Result: The Key Code Information window appears, prompting you to enter your new keycode.
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Type your new keycode, and then click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name.
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If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 10
Click Next. Result: The Upgrading the Symposium Web Client main setup window appears.
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Click Next. Result: The Upgrading the Symposium Web Client status window appears, and the system copies new files to the application server.
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Notes:
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The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the upgrade does not proceed, then click Ignore. The upgrade proceeds.
You cannot upgrade to a previous version of Symposium Web Client. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process.
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom
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password for the iceadmin user account. This user has full administrative privileges and is required for proper Symposium Web Client functionality. Note: This window appears every time you install or upgrade Symposium Web Client, and while you must type a password each time, it does not have to be a new password; you can type the same password each time.
13
In the Old Password box, type the old password for this account. Notes:
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If you have forgotten or misplaced the old password, then you must manually reset it before you can continue upgrading Symposium Web Client. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Changing the iceadmin user account password” on page 547.
In the New Password box, type the new password for the iceadmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears Note: If you already have a version of Symposium Web Client installed and are now performing an upgrade, the system modifies the identity credentials of any scheduled tasks that you have saved in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
17
The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears when the system is finished installing the ADAM schema.
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Click Finish. Result: The Symposium Web Client Installer Information window appears, indicating that you must restart the application server for the upgrade to take effect.
19
Click Yes.
What’s next? After you finish upgrading Symposium Web Client on the application server, check the following:
If you want to be able to use the unicast data transmission method for your real-time displays, then you must configure Real-Time Reporting to allow this type of transmission (the default transmission type is multicast only). For more information, refer to “To configure Real-Time Reporting” on page 200. If you have installed the XML automated assignments feature, then you must upgrade it by uninstalling the existing version of the software and reinstalling the new version. For details on uninstalling and installing this software, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer
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Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
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Ensure that all client PCs connecting to the upgraded application server have the required software. For more information, see Chapter 5, “Installing and configuring client software.” Perform a test on the application server to ensure that the upgrade was successful. For example, verify that your existing historical reports and real-time displays are still present and function correctly.
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Upgrading the Agent Desktop Displays client software Introduction This section includes the following procedure for upgrading the Agent Desktop Displays client software:
Agent Desktop Displays 4.0 client PCs to Release 4.5 This procedure involves manually upgrading the Agent Desktop Displays 4.0 client PCs to Release 4.5. When the application server is running Windows Server 2003 and Symposium Web Client 4.5, you cannot use the automatic upgrade process for the Agent Desktop Displays client software. Instead, you must manually install the Release 4.5 software on each client PC. Then you must also ensure that the client PCs have SOAP 3.0 installed, as it is a requirement for Agent Desktop Displays 4.5.
Symposium Web Client 4.5 (on Windows Server 2003) and compatibility with Agent Desktop Displays Agent Desktop Displays Release 4.0 is incompatible with Symposium Web Client Release 4.5 when it is installed on an application server that is running Windows Server 2003. Therefore, when the application server is running this operating system, you must upgrade all client PCs to Agent Desktop Displays 4.5 and SOAP 3.0.
Symposium Web Client and Remote Data Service The RDS communication method is required
during the automatic upgrade process when you upgrade the Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5 during the automatic upgrade process when you upgrade all client PCs to SOAP 3.0
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When the application server is running Windows Server 2003, it comes with IIS 6.0 by default. This version of IIS does not include the MSADC virtual directory and, therefore, the RDS communication method is not supported on this operating system. Instead, when Symposium Web Client 4.5 is installed on an application server that is running Windows Server 2003, it can only use the SOAP communication method. Since RDS is not supported on this operating system, the automatic upgrade of Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5 is not supported, nor is the automatic upgrade of all client PCs to SOAP 3.0. Therefore, you must install the Agent Desktop Displays 4.5 and SOAP 3.0 software manually on each client PC. For more information on installing Agent Desktop Displays, see “To manually upgrade the Agent Desktop Displays client software” on page 755. For information on installing the client SOAP 3.0 software, see “To manually install Simple Object Access Protocol on the Agent Desktop Displays client PC” on page 758.
Manually upgrading the Agent Desktop Displays client software Note: If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, then you must be logged on to the PC with Administrator privileges to upgrade Agent Desktop Displays. This also applies if you are upgrading the client portion of Agent Desktop Displays on the application server. ATTENTION
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The Agent Desktop Displays 4.5 client software is incompatible with the Symposium Web Client 4.0 software that is installed on the application server. Once you upgrade the client PC from Agent Desktop Displays Release 4.0 to Release 4.5, then you cannot use the Agent Desktop Displays component when the client PC connects to an application server running Symposium Web Client 4.0.
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To manually upgrade the Agent Desktop Displays client software Perform this procedure under the following conditions:
The application server is running Windows Server 2003 and Symposium Web Client 4.5
The client PC is running Agent Desktop Displays 4.0.
1
Log on to the client PC with Administrator privileges.
2
Insert the Symposium Web Client CD into the client PC.
3
Click Start ➝ Run. Result: The Run dialog box appears.
4
Click Browse to go to the CD-ROM drive on the client.
5
Navigate to the folder Wclient\Apps\ADD\Upgrade, and double-click the file upgrade.exe.
6
Click OK. Result: The Choose Setup Language window appears.
7
From the drop-down list, choose the language in which you want to upgrade Agent Desktop Displays. You can choose from English, French, German, Japanese, and Traditional Chinese. Note: For more information on Agent Desktop Displays and multiple language support, see “Versions of ADD client software and multiple language support” on page 193.
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Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Symposium Agent Desktop Displays window.
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Click Next. Note: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Result: The system copies the necessary files, and then installation begins. When you are upgrading from a previous version of Agent Desktop Displays, you cannot change the server IP addresses during the upgrade. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application. When the upgrade is complete, the InstallShield Wizard Completed window appears.
10
Click Finish. Result: The system may prompt you to restart your system.
What’s next? Install the SOAP 3.0 client software on all client PCs, including the application server if it is used as a client PC. For details, see “Installing Simple Object Access Protocol on the Agent Desktop Displays client PC (Windows Server 2003)” on page 758.
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Installing Simple Object Access Protocol on the Agent Desktop Displays client PC (Windows Server 2003) Before you can use Agent Desktop Displays Release 4.5, the client PC must have the client SOAP 3.0 software (ClientSoap.msi) installed. If the application server is running Windows Server 2003, and you have just upgraded the client PC to Release 4.5 of the Agent Desktop Displays software, then you must manually install the SOAP software on each client PC. Note: You must be logged on to the client PC with administrator privileges to complete the installation of the client SOAP software. To manually install Simple Object Access Protocol on the Agent Desktop Displays client PC Notes:
You must be logged on to the client PC with administrator privileges to complete the installation of the client SOAP software. The client PC must have the Windows Installer 2.0 installed before you can perform this procedure. You can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC. You only need to perform the SOAP installation once on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward.
1
Insert the Symposium Web Client 4.5 CD-ROM in the client PC and browse the contents of the CD.
2
In the root directory, locate the file ClientSoap.msi.
3
Copy and paste the file to the location of your choice on the client PC.
4
Double-click the file to start the installation. Result: The installation program verifies the operating system and setup of the client PC and notifies you if you need to update the Windows Installer software.
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If you need to update the Windows Installer package, you can install the software from the Symposium Web Client CD-ROM. For more Symposium Call Center Web Client
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information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC.
5
If you do not have to update the installer, proceed to the following step.
The SOAP installation proceeds and the welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following graphic:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
7
Click Install. Result: The Installing SOAP window appears.
8
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The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Result: You can now use Agent Desktop Displays 4.5.
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Applying the latest Service Update Introduction This section includes the steps that you must perform to apply the latest Service Update for Symposium Web Client 4.5. After you have successfully upgraded to the latest release of the software, check the Symposium Call Center Server Supplementary CD for new Service Updates. Nortel Networks also recommends that you check the following web site to see if further updates have been posted following the release of the Supplementary CD: http://www.nortel.com/espl. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Once you download the Service Update, you can perform the procedure in this section to install the Service Update on the application server. This procedure is different from performing an upgrade from one release to another, because
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you do not need to upgrade Sybase Open Client again; you only need to upgrade the Sybase software once (before performing the Symposium Web Client upgrade from Release 4.0 to 4.5) you do not need to enter a new keycode
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ATTENTION
When you are installing the latest Service Update on application servers running Symposium Web Client 4.5 SU05 or later, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail.
Procedures included in this section This section includes two different procedures for applying the latest Service Update, based on the current level of the Symposium Web Client software that is already installed on your server:
Your application server contains Symposium Web Client 4.5 SU04 or earlier, and you want to apply Service Update 05. In this case, see the procedure “Service Updates and Service Update Supplements” on page 763. Your application server is already running Symposium Web Client 4.5 SU05 or later, and you want to apply the next Service Update. In this case, see the procedure “To apply the latest Service Update to application servers running Symposium Web Client 4.5 SU05 or later” on page 776.
Service Updates and Service Update Supplements In Symposium Web Client 4.5 SU05 or later, you can use a new patch process to install Service Updates and Service Update Supplements:
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Service Updates include major changes to the software and are numbered sequentially in the format NN_SWC_4.5_SU_06, NN_SWC_4.5_SU_07, and so on. These patches are faster to download and install than the Service Updates for previous releases because they do not include the entire application; they include only the changed or updated portions of the software. Service Update Supplements include small fixes for Service Updates, and, as such, they are much faster and easier to download and install than Service Updates. They are numbered sequentially in the format NN_SWC_4.5_SUS_0601, NN_SWC_4.5_SUS_0602, and so on. You can only install an SUS if its corresponding Service Update is already installed. For example, if you have installed SU06, then you can install NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602.
Note: The numbers of the Service Updates and Service Update Supplements shown in the previous bullets are listed as examples only.
Content included in Service Updates From SU06 onward, every Service Update contains all the fixes included in previously released patches (both Service Updates and Service Update Supplements). This means that you do not need to sequentially install all Service Updates. You only need to install the latest patch; you can go directly from SU05 to SU07, if necessary. For example, if SU06, SUS0601, and SUS0602 have been released, and then Service Update 07 is released, all the updates that were included in SU06, SUS0601, and SUS0602 are rolled up into SU07. These patch numbers are given as examples only.
Patch Viewer utility Before you install a new Service Update or Service Update Supplement, you can verify the current Service Updates or Service Update Supplements installed on the server by using the Patch Viewer utility. This utility can help you save time by avoiding the downloading of patches that are already installed on the server. Aside from listing the current patch level, you can also use the utility to
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view the readme files associated with each patch
uninstall one or all of the current patches
Note: If you choose to uninstall all patches, the system removes them in the order last on, first off. If you choose to remove a single patch, you can only remove the last one applied; you cannot remove a patch and leave a subsequent patch intact. To launch the Patch Viewer utility On the Start menu, click Programs ➝ Symposium Web Client ➝ Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
Elements of the Patch Viewer utility
In the main window of the above graphic, you can see that the server has Service Update 6 applied (NN_SWC_4.5_SU_06), as well as two Service Update Supplements (NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602).
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To view details of the contents of each patch, highlight the patch, and then click Read Me. A readme text file appears, listing details of the patch. (Note: You can also double-click the patch to launch the readme file.) To uninstall the last patch applied, click Uninstall Last. The system removes the last patch you applied. To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice, and then the system uninstalls all patches in the order last on, first off.
Note: To successfully uninstall a patch, you must be logged on to the server under the same Administrator account with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail.
The Viewer also lists the status of the patches that have been applied. While the status for patches is usually “Active,” sometimes the status “Inactive, requires reboot” appears. This can appear if you have installed a patch on a coresident server, and you have chosen not to restart the server at the end of the patch installation. In this case, you need to restart the server to enable the patch.
Tip: You can also view the list of currently installed patches by connecting to the application server and launching Symposium Web Client on any client PC (or on the application server if it is used as a client PC). On the launchpad, click About Symposium Web Client. The following window appears, listing the currently installed patches (if any):
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To apply Service Update 05 to application servers running Symposium Web Client 4.5 SU04 or earlier Note: You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. 1
Insert the Symposium Call Center Server 5.0 Supplementary CD into the Symposium Web Client 4.5 application server, and browse the contents for new Service Updates. Nortel Networks also recommends that you check the Nortel Networks Enterprise Solutions PEP Library web site (http://www.nortel.com/espl) to see if further updates have been posted following the release of the Supplementary CD. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register.
2
Copy the Service Update from the Supplementary CD to the application server’s hard drive (or, if downloading from the ESPL web site, download the latest Service Update and save it on the application server).
3
Download the latest Service Update and save it on the application server.
4
Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
5
Click Add New Programs.
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Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
7
Click Next. Result: The Run Installation Program window appears.
8
Click Browse to navigate to the setup.exe file for the Service Update that you downloaded, and then double-click the file. Result: The path and file name appear in the Open box.
9
Click Next. Result: The Symposium Web Client Setup keycode upgrade window appears, asking if you want to change your keycode.
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Click No. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name.
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If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 11
Click Next. Result: The Upgrading the Symposium Web Client main setup window appears.
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Click Next. Result: The Upgrading the Symposium Web Client status window appears, and the system copies new files to the application server.
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Notes:
13
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The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the upgrade does not proceed, then click Ignore.
You cannot upgrade to a previous version of Symposium Web Client. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process.
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality. Note: This window appears every time you install or upgrade Symposium Web Client. While you must type a password each time, it does not have to be a new password; you can type the same password each time.
14
In the Old Password box, type the old password for this account. Notes:
15
If you have forgotten or misplaced the old password, then you must manually reset it before you can continue upgrading Symposium Web Client. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Changing the iceadmin user account password” on page 547.
In the New Password box, type the new password for the iceadmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears. Note: When you already have a version of Symposium Web Client installed and are now performing an upgrade or installing a Service Update, the system modifies the identity credentials of any scheduled tasks that you have saved in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: When the system has installed the required SOAP components, the ADAMSchema window appears.
Result: When the system is finished installing the ADAM schema, the Completing the Symposium Web Client Setup Wizard window appears.
18
Click Finish. Result: The Symposium Web Client Installer Information window appears, indicating that you must restart the application server for the upgrade to take effect.
19
Click Yes.
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To apply the latest Service Update to application servers running Symposium Web Client 4.5 SU05 or later Notes:
1
When you are installing the latest Service Update on application servers running Symposium Web Client 4.5 SU05 or later, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before installing the Service Update or Service Update Supplement, Nortel Networks recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start ➝ Programs ➝ Symposium Web Client ➝ Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To perform the following procedure, you must have a program installed that can open and extract files with the .zip extension, such as WinZip. The patch numbers shown in the graphics in this procedure are examples only. Insert the Symposium Call Center Server 5.0 Supplementary CD into the Symposium Web Client 4.5 application server, and browse the contents for new Service Updates. Nortel Networks also recommends that you check the Nortel Networks Enterprise Solutions PEP Library web site (http://www.nortel.com/espl) to see if further updates have been posted following the release of the Supplementary CD. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register.
2
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Copy the Service Update from the Supplementary CD to the application server’s hard drive (or, if downloading from the ESPL web site, download Symposium Call Center Web Client
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the latest Service Update and save it on the application server). Service Updates are packaged as .zip files. 3
Extract the contents of the .zip file to the location of your choice.
4
Double-click the Service Update .msi file to start the installation. An example of a Service Update file name is NN_SWC_4.5_SU_06.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you are installing. A message box asks if you want to read the readme file.
5
Click Yes to read the file, or No to proceed directly with the installation. Notes:
The readme file can contain important information about the update that you are installing, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel Networks recommends that you read the file before installing the patch.
If you are attempting to install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, then you must manually uninstall the newer patch, and then run the installation for the older patch again. For details on uninstalling patches, see “To uninstall a Service Update” on page 780.
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Click Next. Result: The Ready to Install the Program window appears.
Notes:
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If you are installing a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements (SU06 or later), the system removes these patches before installing the new one. However, the system only removes patches back
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to the level SU05; it does not remove SU05 or earlier. The Installed patches found window appears, listing the current installed patches.
Click Next to remove the patches. When the system has finished removing the patches, the installation of the new patch proceeds. See step 7.
The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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7
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Note: Based on the contents of the patch, sometimes the system will automatically start and stop services to replace selected files. Result: When the system has finished installing the patch, the completed window appears. If any errors occurred during the installation, they are noted here, and the system automatically reverts the server to its previous state. 8
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the application server for the update to take effect. Click Yes to restart the server.
To uninstall a Service Update If the server has multiple patches applied (for example, a Service Update and one or more Service Update Supplements), you have two choices when uninstalling them:
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You can uninstall only the most recently installed Service Update Supplement. You can uninstall all Service Update Supplements and their corresponding Service Update. Symposium Call Center Web Client
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Notes:
1
To successfully uninstall a patch, you must be logged on to the server under the same Administrator account with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. You cannot uninstall a previous Service Update Supplement and leave a later one installed. You must uninstall the last patch that you have applied, followed by the preceding patch (if you want to uninstall more than one patch). For example, if the server has NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602 installed, you must first uninstall SUS_0602, and then SUS_0601. These patch numbers are given as examples only. On the server, click Start ➝ Programs ➝ Symposium Web Client ➝ Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
2
Based on the current state of the server, you will have two choices:
To uninstall only the last patch applied, click Uninstall Last. The system removes the last patch you applied.
To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice, and then the system uninstalls all patches in the order last on, first off.
Result: The system removes all patches and notifies you if you need to restart the server. Click Refresh in the Patch Viewer utility window to view the updated list of patches. Note: You can also uninstall patches one at a time by using the Windows Add/Remove Programs utility.
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Symposium Call Center Web Client
Chapter 8
Using Symposium Web Client In this chapter Overview
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Section A: Getting started with Symposium Web Client
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Section B: Configuration
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Section C: Contact Center Management
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Section D: Access and Partition Management
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Section E: Historical Reporting
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Section F: Audit Trail
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Section G: Scripting
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Section H: Tips for optimum server performance
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Overview Introduction Symposium Web Client is a browser-based tool designed to facilitate the management of call centers and their users.
Symposium Web Client components Symposium Web Client consists of the following components: Contact Center Management Contact Center Management allows you to add, edit, view, or delete users on a server in Symposium Call Center Server, agent to supervisor assignments, and agent to skillset assignments. Users with the appropriate access class can also assign agents and supervisor/agents to partitions in this component. Access and Partition Management With this component, you can add, edit, view, or delete Web Client users, partitions, access classes, and report groups. You can also assign partitions, access classes, basic access rights, and supervisors and their reporting agents to users. Configuration The Configuration component is designed to assist the call center administrator in configuring and administering Symposium Call Center Server. Administrators using the Configuration component must be logged on as webadmin to add and configure servers, and to upload and download data using the Symposium Configuration spreadsheets. Scripting The Scripting component assists call center administrators in developing custom routing instructions for their call center. Scripting provides a graphical user interface for easy variable creation and access to a list of scripting commands that can be used when creating scripts.
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Real-Time Reporting Designed for call center supervisors, Real-Time Reporting allows you to view the dynamics of call activity. Real-time displays are available for both networked and single sites. This is an optional component. Historical Reporting You can generate summarized historical reports that contain totals for information gathered during a specific interval of time, and Event/Detail reports for specific events that have occurred in the call center. This is an optional component. Emergency Help Agents can press the Emergency key when they require assistance from the supervisor (for example, if the caller is abusive). When a supervisor opens the Emergency Help panel, the system notifies the supervisor automatically whenever an agent presses the Emergency key on his or her phoneset. The Emergency Help panel shows information about the agent, including the agent’s name, location, and time when the Emergency key was pressed. Audit Trail Audit Trail records the actions performed in the Configuration component, and identifies the user ID of the person who made the changes. Agent Desktop Displays Symposium Agent Desktop Displays provides real-time skillset monitoring to agents. Agent Desktop Displays must be configured on the application server, and on client PCs that use the tool.
The role of the administrator This chapter is intended for administrators and provides conceptual information about the components that administrators use to configure a call center:
Configuration
Contact Center Management (administrative functions)
Access and Partition Management
Audit Trail
Scripting
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It also provides instructions on importing into Symposium Web Client the Historical Reporting filter sets that were created using the Symposium Call Center Server classic client. Any other Historical Reporting procedures are normally performed by supervisors and are, therefore, outlined in the Symposium Call Center Web Client Supervisor’s Reference Guide. For conceptual information about Real-Time Reporting, Historical Reporting, Contact Center Management (supervisor functions) and Emergency Help, refer to the Symposium Call Center Web Client Supervisor’s Reference Guide. For detailed procedures, refer to the online Help. To find out more about using a component For information on the boxes, buttons, and procedures for using any of the components in Symposium Web Client, open the component that you want to use, and then click Help ➝ On This Window. Help for the current window appears. Click the Procedures book in the online Help’s table of contents to view a list of Symposium Web Client procedures. To view Help procedures specific to one component, click the component name in the table of contents, and then review the topics listed for that component.
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Section A: Getting started with Symposium Web Client
In this section Overview
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High-level task flow
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Overview Once you have installed and configured Symposium Web Client and any required third-party applications on the application server and the client PCs, you can begin using the application. This section provides you with the following information:
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high-level task flow
procedures for logging on to Symposium Web Client
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High-level task flow The following task flow provides a high-level overview of the steps you must perform to configure your call center using Symposium Web Client. Perform this step
1
Add each Symposium Call Center Server in the network.
in this component
Configuration
Configuration
Configuration
Note: Before you can add a newly configured server in Symposium Call Center Server, you must first change the server’s default password. Since Symposium Web Client does not allow you to change this password in the Configuration component, you must use the Symposium Call Center Server client to log on to brand new servers for the first time. Once you change the default password, you can then use Symposium Web Client to add the desired servers. 2.
Upload Symposium Call Center Server configuration resources for each server. OR
3.
Configure each server by adding the resources, such as skillsets, CDNs, DNISs, and threshold classes individually. Note: Administrators must be logged on as webadmin to add and configure servers, and to upload and download configuration data.
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Perform this step
4.
Upload Symposium Call Center Server user data.
Standard 7.02
in this component
Configuration
OR 5.
Create individual Symposium Call Center Server users.
6.
Designate the users as supervisors, agents, or supervisor/agents, and assign agents to the supervisors.
7.
Create any custom report groups that Web Client users require.
8.
Define the access classes that Web Client users require.
9.
Create the appropriate partitions for the call center, specifying the agents, applications, skillsets, CDNs, DNISs, and report groups that belong in each partition.
Contact Center Management Configuration or Contact Center Management Access and Partition Management ➝ Report Groups Access and Partition Management ➝ Access Classes Access and Partition Management ➝ Partitions
Note: All agents that are assigned to a supervisor must also be included in the supervisor’s partition so that the supervisor can monitor the agents in Real-Time Reporting, Historical Reporting, and Contact Center Management. The exception to this is if you also assign the user a supervisor/ reporting agent combination. If you assign both a partition (even one containing no agents) and a supervisor/ reporting agent combination to a user, then the user sees all his or her agents.
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Perform this step
10. Create the Web Client users. Grant each user basic access rights to specific Symposium Web Client components, and assign the appropriate partitions, access classes, and supervisors and their reporting agents to each user.
Planning, Installation, and Administration Guide
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Access and Partition Management ➝ Users
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Starting Symposium Web Client Introduction Before you log on to Symposium Web Client, make sure you have installed all required third-party applications on the client PC, including Internet Explorer Version 6.0 Service Pack 1 or later and SOAP 3.0. You must also configure your browser appropriately. See “Installing third-party software on a client” on page 636 for more information.
To log on to Symposium Web Client for the first time When you log on to Symposium Web Client for the first time after installation, you must log on as the default administrator, webadmin. For security reasons, it is highly recommended that you change the default password when you first log on to the application. Symposium Web Client user passwords can only contain English characters.
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To log on to the application server for the first time and change the default password ATTENTION
When you change the webadmin password, you must ensure that you do not lose or forget the new password or you cannot log on to Symposium Web Client as the webadmin administrator. In this case, you must uninstall and reinstall Symposium Web Client to reinstate the original webadmin user account with the default password. Tip: To avoid this scenario, immediately after installing Symposium Web Client, log on to the application server as webadmin, and create a new administrator account of your choice (for example, tempadmin), giving this user account Access and Partition Management rights. This way, if you lose or forget your new webadmin password, you can still log on to the application server as tempadmin and change the webadmin password. For more information on adding Web Client users, see the online Help.
1
Start Internet Explorer.
2
In the Address box, type the URL address of the application server. The default URL address is http://<Application Server>. Note: Do not type the IP address of the application server. If you type the IP address instead of the URL, you may experience problems while working in the Scripting component.
Tip: You can save the application server’s address by adding it to your list of Internet Explorer Favorites. Result: The application server displays the Symposium Web Client main logon window. Planning, Installation, and Administration Guide
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Note: Click About Symposium Web Client to view a dialog box containing details of the Symposium Web Client build number and Service Update version. 3
Click Change Password.
4
Enter the default password.
5
Enter a new password. Note: Symposium Web Client user passwords can only contain English characters.
6
Reenter the new password. Note: You can modify only the default user name’s password. The default user name, webadmin, cannot be changed.
7
Click Submit. Result: The default password is changed and the main logon window reappears.
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In the main logon window, type the user name and the password, and then click Login. Result: If you have not installed the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details on installing it, see “Viewing the list of installed controls” on page 654. If you have already installed this software, then the main application window appears.
Tip: If you lose or forget the new webadmin password, you cannot log on to Symposium Web Client as the webadmin administrator. In this case, you must uninstall and reinstall Symposium Web Client to reinstate the original webadmin user account with the default password. To avoid this scenario, as a safety precaution, you can now open Access and Partition Management and create a new user account with administrator rights, such as tempadmin. If you forget or lose the new webadmin password that you entered, you can log on to the application server as tempadmin and change the webadmin password.
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Default time-out rate Symposium Web Client no longer has a default time-out rate. Your session will not time out if the application remains idle.
What’s next? After you have logged on to the application server for the first time, you must add and configure the servers in Symposium Call Center Server using the Configuration component. Only administrators who are logged on as webadmin can add and configure servers in Symposium Call Center Server. Refer to the “High-level task flow” on page 789 for a configuration overview, or refer to “Configuration” on page 797 for conceptual information. For detailed step-by-step procedures, refer to the online Help in the Configuration component.
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Section B: Configuration
In this section Overview
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Adding and configuring call center servers
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Configuring resources
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Overview Configuration component There are two main tasks that you perform using the Configuration component:
adding, configuring, and deleting servers in Symposium Call Center Server adding, configuring, and deleting resources individually using the web-based user interface or
uploading and downloading bulk data using the Configuration spreadsheets
Note: You must be logged on to Symposium Web Client as webadmin to add and configure servers, and to upload and download data using the Symposium Configuration spreadsheets. This chapter provides a high-level overview of these procedures. For step-bystep procedures about using the Configuration component, see the Symposium Web Client online Help.
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Configuration main window
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Adding and configuring call center servers Introduction Once you have logged on to Symposium Web Client as the user webadmin, you can add servers in Symposium Call Center Server in the Configuration component by accessing the Server menu from the toolbar. Notes:
The Server menu is visible only when you log on to Symposium Web Client as the user webadmin. Before you can add a newly configured server in Symposium Call Center Server, you must first change the server’s default password. Since Symposium Web Client does not allow you to change this password in the Configuration component, you must use the Symposium Call Center Server client to log on to brand new servers for the first time. Once you change the default password, you can then use Symposium Web Client to add the desired servers according to the following procedure.
Configuration ➝ Server menu
Note: From the Server menu, you can also delete existing servers in Symposium Call Center Server, or edit the properties of an existing server that has already been added to Symposium Web Client.
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ATTENTION
If you change the computer name of the server in Symposium Call Center Server, then this changed server does not appear in Symposium Web Client. In this case, to work with this server, you must use the Configuration component of Symposium Web Client to delete the server with the old computer name, and then add the server with the new name. Note, however, that when you delete the server, you also delete all private and some public real-time displays, and all private historical reports that you have saved on this server.
After clicking Server ➝ Add Server, the Symposium Call Center Server Properties window appears in the main pane. Symposium Call Center Server Properties window
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To add a server in Symposium Call Center Server 1
In the Server Name box, type the name of the server in Symposium Call Center Server. Note: Do not enter the fully qualified domain name of the server in the Server Name box. Enter the computer name of the server.
2
Press Tab. Result: The server’s IP address automatically appears in the IP Address box. Note: If you enter a server name without an IP address, that server name must be registered with the DNS server. When you tab out of the Server Name box, verify that the CLAN IP address appears in the IP Address box. If the word Unknown appears in this box, then the server name is not registered with either the DNS or the HOSTS table. In this case, you must enter the server’s IP address in the Server Name box. For more information on manually updating the HOSTS table, see “Did you configure a name resolution server?” on page 1033.
3
In the Display Name box, type the name of the server in Symposium Call Center Server as you want it to appear on the system tree in Symposium Web Client. Result: The system automatically assigns a display name that is the same as the server name. If you want to enter a different display name, it must be a unique name.
802
4
In the Login ID box, enter your Login ID for Symposium Call Center Server. This Login ID corresponds to a user account that has been created using the Symposium Call Center Server client PC, also known as the Classic Client. (It is not a Windows 2000 ID defined on the server in Symposium Call Center Server.)
5
In the Password box, enter your password for Symposium Call Center Server.
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Click Submit. Result: The server is acquired and now appears on the server tree in the left pane of the window. Click the plus symbol (+) beside the server name to access the server. ATTENTION
The Symposium Call Center Server Login ID and Password that you specify when configuring a new server in Symposium Web Client must match an existing logon ID and password that an administrator has configured on Symposium Call Center Server. Therefore, if an administrator uses the Symposium Call Center Server client to change a server Login ID that you have already entered in Symposium Web Client, then you must update the Login ID box in the Configuration component of Symposium Web Client to match the new Login ID. Likewise, if an administrator changes the Symposium Call Center Server password using the Symposium Call Center Server client, then you must update the password in the Configuration component of Symposium Web Client to match the new password.
Note: If you need to change the CLAN IP address of the server in Symposium Call Center Server after you have added it in Symposium Web Client, then you must perform a series of steps to ensure that you do not lose customized data, such as historical reports and real-time displays. For more information, see “To change the IP address of a server in Symposium Call Center Server” below.
To change the IP address of a server in Symposium Call Center Server To successfully change the CLAN IP address of a server in Symposium Call Center Server without losing customized data, such as user-created historical reports, real-time displays, and user assignments, you must perform the following procedures:
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1.
On the server in Symposium Call Center Server, change the server’s IP address. For more information, see the Configuration (Nbconfig) section in the Symposium Call Center Server Installation and Maintenance Guide for Release 4.2.
2.
On the Symposium Web Client application server, use the DOS prompt to ping the server in Symposium Call Center Server and ensure that the new IP address is valid.
3.
On the application server, or any client computer that accesses Symposium Web Client, open the Symposium Call Center Server Properties window in the Configuration component of Symposium Web Client and change the IP address of the server to match the address that you typed in step 1.
4.
On each application server in your network that connects to this server in Symposium Call Center Server, run the Change IP Address Utility to register the changed IP address. For more information on this utility, see “To use the Change IP Address Utility” below.
To use the Change IP Address Utility After you have performed the first three procedures listed above, you must run the Change IP Address Utility on each application server in your network that accesses the server in Symposium Call Center Server whose IP address you have changed. This utility ensures that customized data, such as user-created historical reports and user assignments, is not lost when you change the IP address. 1
On the application server, navigate to the following file: c:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\changeip.exe where c: is the drive on which you have installed Symposium Web Client.
2
Double-click the changeip.exe file. Result: The Change IP Address Utility opens.
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3
In the Type the old IP address box, type the server’s old IP address.
4
In the Type the new IP address box, type the new server’s new IP address.
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Click OK. Result: The utility confirms that the old IP address matches the address stored in the database and that the new IP address you typed is valid. It then updates the local access file with the new information. The utility notifies you if it encounters an error, in which case, you can consult the log file for details. The log file is located in the same folder as the utility and is called ip2ip.log.
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Configuring resources Introduction You can configure resources using two different methods:
uploading bulk data using the Symposium Configuration spreadsheets or individually, using the web-based user interface
Note: You cannot acquire resources such as CDNs, routes, voice ports, IVR ACD-DNs, and phonesets through the Symposium Configuration spreadsheets. You must use the web-based interface in Configuration for resource acquisition.
Using spreadsheets to upload data to Symposium Call Center Server By using the Symposium Configuration spreadsheets, you can save yourself time when configuring a new call center. Instead of entering the data for each resource individually, you can upload all of the configuration data that you have entered in the spreadsheet simultaneously. When you upload the data from the spreadsheet, you can choose to upload all of the configuration items at once, or only a portion of them. Notes:
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You must be logged on to Symposium Web Client as the default administrator, webadmin, to upload and download data, and to download the spreadsheet template from the Configuration component. If you are logged on as webadmin, but still cannot download the spreadsheet templates from the application server, it may be because IIS Lockdown and URLScan are enabled on the application server. You must either download the spreadsheets before enabling these security features, or temporarily relax the URLScan feature by modifying the urlscan.ini file to enable the downloading of files that end with .exe (such as the Configuration spreadsheets). For more information, see “To temporarily edit the urlscan.ini file” on page 259.
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Based on your call center server (M1/Succession 1000, DMS/MSL-100, or NCC), you can upload the following configuration data using the corresponding Symposium Configuration spreadsheet:
Users
Skillsets
DNISs
Global Settings
Call presentation classes IVR ACD DNs
Phonesets and Voice Ports
Routes
CDNS
Activity Codes
Threshold Classes* *Agent, Skillset, Application, IVR ACD-DN, Route, Nodal Network Parameters
Notes:
The number of agent to skillset and agent to supervisor assignments that you can upload from the Symposium Configuration spreadsheets is restricted due to the Microsoft Excel limit of 256 columns per worksheet. Although you can upload supervisor and agent configuration data using the Configuration spreadsheets, you must modify and delete this data using the Contact Center Management component, not the Configuration component. Once you upload a phoneset or voice port, you cannot modify it. A phoneset or voice port that has been uploaded can be deleted and a new phoneset or voice port added. For example, once you have uploaded a voice port, you cannot change it to a phoneset (and vice versa). Instead, you must delete the voice port and add a new phoneset (or vice versa).
Downloading the Symposium Configuration spreadsheet template Before you begin, you must download the appropriate Symposium Configuration spreadsheet templates from the Configuration component by accessing the Download menu on the toolbar.
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Notes:
The Download menu is visible only when you log on to Symposium Web Client as the user webadmin. If you are logged on as webadmin, but still cannot download the spreadsheet templates from the application server, it may be because IIS Lockdown and URLScan are enabled on the application server. You must either download the spreadsheets before enabling these security features, or temporarily relax the URLScan feature by modifying the urlscan.ini file to enable the downloading of files that end with .exe (such as the Configuration spreadsheets). For more information, see “To temporarily edit the urlscan.ini file” on page 259. The number of agent to skillset and agent to supervisor assignments that you can download to the Symposium Configuration spreadsheets is restricted due to the Microsoft Excel limit of 256 columns per worksheet.
Configuration ➝ Download menu
When you download a spreadsheet, four files are included: the spreadsheet file (.xls), the validation file (.xml), the Help file (.chm), and the Asian validation file (.xml). Make sure all of these files reside in the same folder on your computer after downloading.
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For step-by-step procedures about downloading the Symposium Configuration spreadsheet templates, see the Symposium Web Client online Help. From the Symposium Web Client toolbar, click Help ➝ Contents, and from the Contents tab, click Configuration ➝ Procedures ➝ Spreadsheet procedures for detailed information. Using the Symposium Configuration spreadsheet template Once you download the appropriate Symposium Configuration spreadsheet template for your call center (that is, M1/Succession 1000, NCC, or DMS/MSL100), you can enter configuration data directly into the spreadsheet, or you can copy configuration data into the spreadsheet from various sources:
existing spreadsheets
M1 Data Extraction Tool spreadsheets
personnel files (for user names) ATTENTION
You must copy data from any existing spreadsheets into the Symposium Configuration spreadsheet templates. You cannot upload data directly from an existing spreadsheet. For more information, see the Symposium Call Center Server Data Extraction Tool User’s Guide for the Meridian 1.
The Symposium Configuration spreadsheet has its own toolbar that allows you to perform the following tasks:
Download existing configuration data from Symposium Call Center Server.
Upload configuration data to Symposium Call Center Server.
Validate the data that you have entered into the spreadsheet.
Clear error messages from the spreadsheet after you have validated and repaired the data.
Log off the application server.
Access Symposium Help.
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Configuration spreadsheet When opening the Symposium Configuration spreadsheets, a Microsoft Excel message asks if you want to enable all macros. Click Yes to enable all macros.
Viewing the version of the Symposium Configuration spreadsheet For information purposes only, you can view the version number of the spreadsheets that you download from the application server. The version number changes if the spreadsheet has been updated with new functionality and placed in a new Symposium Web Client build. To view the version number, click File ➝ Properties. The version number appears in the Author box on the Summary tab.
ATTENTION
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You must not change the version number shown on this tab. If you change the version number, then the Symposium Configuration spreadsheet will not function correctly.
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Language support in the Symposium Configuration spreadsheets You can type data in one of five languages in the Symposium Configuration spreadsheets (English, French, German, Japanese, and Chinese) and ensure that it is validated correctly by choosing the appropriate language in the Data Upload window and confirming that the correct validation file is located in the same folder as the spreadsheet. The following table outlines which validation file is used with each type of data. Note: You must ensure that the correct validation file is located in the same folder as the spreadsheet before you validate or upload data to the server.
Server type
M1
DMS
NCC
Language in which data is written
Validation file
English, French, or German
M1_Validation.xml
Japanese or Chinese
M1_Validation_Asian.xml
English, French, or German
DMS_Validation.xml
Japanese or Chinese
DMS_Validation_Asian.xml
English, French, or German
NCC_Validation.xml
Japanese or Chinese
NCC_Validation_Asian.xml
Uploading data to Symposium Call Center Server Once you have entered the configuration information into the spreadsheet, validate your data by clicking Data Validation on the toolbar. After you have corrected any invalid information and have successfully validated the information, click Symposium Upload on the toolbar. The system prompts you to log on to the application server by entering the application server IP address before uploading data.
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Data Upload - Symposium Configuration Tool window In the resulting Data Upload - Symposium Configuration Tool window, you must select the server in Symposium Call Center Server to which you want to upload the data (or select the appropriate NCC server if you are working in the NCC spreadsheet). In the Configuration Data section, indicate the type of data you want to upload. Finally, from the drop-down list of languages, select the language in which the data you are uploading is written. You can choose from English, French, German, Japanese, and Chinese. ATTENTION
To ensure that the system properly validates the data you are uploading, the appropriate validation file must be located in the same folder as the spreadsheet. For a list of the validation files, see “Language support in the Symposium Configuration spreadsheets” on page 811.
Note: The Available Servers box displays the servers that correspond to the Configuration spreadsheet you are using. For example, if you are using the M1_SymposiumConfigurationTool.xls spreadsheet, NCC servers do not appear in the Available Servers box during uploading. To upload data to an NCC server, you must use the NCC_SymposiumConfigurationTool.xls spreadsheet.
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As your data uploads, the Current Status box displays the records that are being read. After the upload process is complete, the Summary Status box lists the data that was successfully uploaded, as well as any errors that occurred. If there are any errors, they also appear in the Status Message column of the spreadsheet. You cannot acquire resources such as CDNs, routes, voice ports, IVR ACDDNs, and phonesets through the Symposium Configuration spreadsheet. You must use the web-based interface in Configuration for resource acquisition. Note: For step-by-step procedures about the Symposium Configuration spreadsheets, see the Symposium Web Client online Help. On the Symposium Web Client toolbar, click Help ➝ Contents, and on the Contents tab, click Configuration ➝ Procedures ➝ Spreadsheet procedures. Downloading data from Symposium Call Center Server You can download configuration data from Symposium Call Center Server to the Symposium Configuration spreadsheets. You can do this to review your configuration data, or to make changes to the data, and then upload it back to the server in Symposium Call Center Server.
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Before you download data from Symposium Call Center Server, you must download the appropriate Symposium Configuration spreadsheet from the Configuration component. To make sure you do not overwrite an existing Symposium Configuration spreadsheet, rename the spreadsheet or save it in a different directory when downloading. Once you download the new Symposium Configuration spreadsheet, open the spreadsheet and click Symposium download on the toolbar. Provide the appropriate information for the Symposium Call Center Server from which you are downloading data and for the application server. Note: For step-by-step procedures about the Symposium Configuration spreadsheets, see the Symposium Web Client online Help. On the Symposium Web Client toolbar, click Help ➝ Contents, and on the Contents tab, click Configuration ➝ Procedures ➝ Spreadsheet procedures.
Using the Configuration user interface You can add configuration resource data using the Configuration user interface. When you click the resource on the system tree, the corresponding data table appears on the right side of the window. Click an empty row and type the configuration data in the appropriate columns. When you exit a row, the information is automatically saved in Symposium Call Center Server. Note: New configuration data is saved to Symposium Call Center Server when you leave the row in which you have entered the data. Do not click Back or Refresh on the Internet Explorer button bar to save or refresh the data in the table. To refresh the table while working with Routes, CDNs, Phonesets, and IVR ACD-DNs, click Refresh in the Configuration window; to refresh the data while working with any other type of data, you must click the server name on the system tree.
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Configuration user interface
You can edit information in individual cells by clicking directly on the cell and modifying the data. You can delete entire rows by selecting the row and pressing Delete on your keyboard. To save data, use your mouse to click a different row, or press Tab to move to the next row.
What’s next? Create the Symposium Call Center Server users, designate them as supervisors, agents, or supervisor/agents, and assign agents to supervisors.
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Section C: Contact Center Management
In this section Overview
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Working in supervisor view
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Working in agent view
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Working in skillset view
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Working in assignments view
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Adding Symposium Call Center Server users
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Using the XML automated assignments feature
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Overview Introduction Once you add and configure each server in Symposium Call Center Server, you can use the Contact Center Management component to perform the following tasks:
Add, edit, view, or delete users on a server in Symposium Call Center Server.
Add, edit, view, or delete agent to supervisor assignments.
Add, edit, view, or delete agent to skillset assignments.
You can also use Contact Center Management to quickly assign agents to existing partitions, instead of opening the Access and Partition Management component to do so.
This section provides a high-level overview on adding Symposium Call Center Server users, designating them as supervisors, agents, or supervisor/agents, editing their profiles, and assigning agents to supervisors and skillsets. This section assumes that, as an administrator, you
have the appropriate access class to perform all functions in Contact Center Management (the Add/Edit/Delete Agents and Supervisors access level under the CCM access heading, and the Schedule Assignments access level under both the Agent to Supervisor Assignment and Skillset Assignment access headings) have no partitions or supervisor/reporting agent combinations assigned to you and can, therefore, view all data in Contact Center Management
For detailed information about working in Contact Center Management, refer to the Symposium Call Center Web Client Supervisor’s Reference Guide, or refer to the step-by-step procedures in the online Help.
Main data views Contact Center Management can be separated into the following four main data views, each accessible from the View/Edit menu: 818
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Supervisors (this is the default view that appears when you first open Contact Center Management)
Agents
Skillsets
Assignments
To switch from one type of data, or view, to the next, click the desired option from the View/Edit menu. When you click any of these options, the system loads the corresponding type of data in the system tree. Before you can work with each type of data, you must first click a server name in the tree to log on to the server and view its agents, supervisors, and skillsets. If you work in a networked environment, the system tree contains multiple servers, with each server representing a call center in the network. For more information on each of these data categories, see the corresponding section below. Notes:
To create new users, click the desired option from the Add menu. You can choose from Agent, Supervisor, or Supervisor/Agent. When you click one of these options, the corresponding new user details window appears, where you can type the user’s properties. For more information on creating users, see the online Help. To create new agents, in addition to the above option, you can also rightclick a supervisor in the system tree, and then select Add Agent from the resulting pop-up menu. When you click Refresh, the system collapses the tree, closes the window in which you are currently working, and reloads the supervisor view. Once reloaded, you must click to log on to a server again.
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Working in supervisor view Introduction When you open Contact Center Management from the Symposium Web Client launchpad, it opens in supervisor view. This view enables you to quickly see the supervisors who are configured on each server on the system tree and list the agents assigned to each supervisor. You can use this view to immediately assign agents to supervisors (ad hoc assignments). Notes:
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To create saved and scheduled assignments, you must use the assignments view. For more information, refer to “Working in assignments view” on page 832. To add new supervisors, use the Add menu.
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Ad hoc agent to supervisor assignments To work with agents and supervisors, users must first log on to the appropriate server in the system tree. The server expands to reveal all the supervisors configured on it. Click a supervisor in the tree to open the Supervisor window and see the supervisor’s reporting agents and their corresponding logon IDs. Users with administrator rights (that is, users who have been granted basic access to all Symposium Web Client components and who have no partitions or supervisor/reporting agents assigned to them) automatically see all supervisors and agents in all windows of Contact Center Management. However, users who have been assigned a partition containing agents, or a partition and a supervisor/ reporting agent combination, see only those agents to whom they have been given access. For more information, see “Partitions and supervisor/reporting agent combinations in Contact Center Management” on page 892. Note: To create saved and scheduled assignments, you must use the assignments view. For more information, see “Working in assignments view” on page 832.
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To quickly assign new agents to a supervisor, click Assign Agents. The agent search feature appears, enabling you to search for specific agents by up to five criteria (first name, last name, login ID, department, or comment), or to list all agents configured on the server (only those agents included in the partitions and supervisor/reporting agent combinations assigned to you). When you click Search or List All, the agents appear in a new table. Note: Partitions and supervisor/reporting agent assignments control the agent data that users can see in Contact Center Management. To give a user access to all agents, do not assign a partition to the user. To give a user access only to his or her reporting agents, assign the user a partition (even if it contains no agents) and the supervisor/reporting agent combination containing the user’s agents. For more information on partitions and supervisor/reporting agent combinations in Contact Center Management, see “Partitions and supervisor/reporting agent combinations in Contact Center Management” on page 892.
When you have found the agents you want to assign to the supervisor, click the Assign check box beside their names, and then click Submit. The system immediately assigns the agents to the supervisor. 822
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Note: Each agent can be assigned to only one supervisor at a time. Therefore, when you assign an agent to a supervisor, you unassign the agent from his or her current supervisor. Tip: You can also assign agents to the supervisor, one agent at a time, using the drag and drop feature. On the system tree in supervisor view, locate the agent who you want to assign to the supervisor. Left-click the agent icon and, while still holding down the left mouse button, drag the icon over the desired supervisor icon. Release the mouse button to immediately assign the agent to the supervisor.
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Working in agent view Introduction Note: In the following section, the term “agent” also includes users who are supervisor/agents, as the agent view enables you to work with both types of users. The agent view enables you to search for particular agents or list all agents on a server. Once you have located the desired agent, you can
view and edit the agent’s properties, including the skillsets and partitions to which the agent is assigned
delete the agent from the server
quickly create a new agent by copying the current agent’s properties
To open the agent view, click View/Edit ➝ Agents. Then click the desired server in the system tree to log on to the server and work with the agents configured on it. When you click a server in the system tree, the Agents List window appears. In this window, you can use the agent search boxes to locate specific agents, or click List All to list all agents on the selected server.
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Viewing or editing the agent details In the Agents List window, from the table of agents who you have located through your search, there are two ways in which you can view or edit an agent’s details:
Click the desired agent’s name. Click Functions beside the desired agent, and then select View Agent Details from the resulting pop-up menu.
When you click either of these options, the Agent Details window appears, enabling you to view all of the agent’s properties, such as name, login ID, supervisor information, and the skillsets and partitions to which the agent is assigned.
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Use the User Details and Agent Information sections of this window to view and change information about the agent, such as the name, login ID, user type, and primary supervisor. In addition, when you create supervisors and supervisor/agents, the Supervisor Information section is enabled and allows you to assign these users a Web Client user ID and password. This information is required if the user is going to log on to the application server and use Symposium Web Client. When you are finished adding the user’s details, you must click Submit to save your changes. Viewing or editing ad hoc agent to skillset assignments Click the Skillsets heading in the Agent Details window to view the skillsets to which the agent is assigned and change the skillset priority. Click List All to list all configured skillsets on the server and assign the agent to new skillsets.
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Viewing or editing partition assignments Click the Partitions heading in the Agent Details window to view the partitions to which the agent is assigned and assign the agent to new partitions. Click the check box beside the partition name to assign the agent to the partition. When you click Submit, the agent is automatically included in the partition you indicated (and can, therefore, be viewed by the supervisors to whom this partition is assigned). Deselect the check box beside the partition name to unassign the agent from the partition. Note: Before you unassign an agent from a partition, ensure that the agent’s supervisor can still see the agent in Contact Center Management, Historical and Real-Time Reporting, either because the agent is included in another partition assigned to the supervisor, or the supervisor is assigned a supervisor/reporting agent combination (which automatically includes the agent).
Deleting agents in agent view On the Functions menu in agent view, click Delete Agent to delete the agent from the server. Note: You can also right-click the agent in the system tree, and then select Delete Agent from the resulting pop-up menu. Planning, Installation, and Administration Guide
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Copying an agent’s properties You can also use the Functions menu in the Agents List window to quickly create a new agent by copying the properties of an existing agent. When you click Copy Agent Properties on the Functions menu, the system copies the following properties from the existing agent into the New Agent Details window:
skillset assignment
department
user type
language
comment
supervisor
call presentation
threshold
agent key
the list of partitions for this agent
To create the new agent, you must type in the new agent’s name and phoneset logon ID, you may also change any of the copied properties, and then press Submit to save your changes. The system saves the agent under the supervisor that you specified, and the agent’s icon appears in the system tree.
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Working in skillset view Introduction The skillset view enables you to create new ad hoc agent to skillset assignments and change the priority of skillsets already assigned to agents. Click View/Edit ➝ Skillsets to change the system tree to skillset view. Then click the desired server in the system tree to log on to the server and work with the skillsets and agents configured on it. When you click a skillset in the system tree, the Skillset window appears, listing the agents who are currently assigned and their priority for this skillset. Ad hoc agent to skillset assignments In the Skillset window, you can immediately assign an agent to a new skillset or change the priority of an assigned skillset. To change the priority of an agent already assigned to the skillset, from the Priority drop-down list, choose the new priority. Then click Submit to save your changes.
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To immediately assign a new agent to the skillset, click the Assign Agents heading. Just as in supervisor view, when you click this heading, the agent search feature appears, enabling you to search for specific agents by up to five criteria (first name, last name, login ID, department, or comment), or to list all agents configured on the server (only those agents included in the partitions and supervisor/reporting agent combinations assigned to you). When you click Search or List All, the agents appear in a new table.
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From the list of unassigned agents, choose the skillset priority for each agent. Then click Submit to save your changes. The system immediately assigns the agents to the skillset with the priority you chose. Note: To create saved or scheduled assignments, you must use the assignments view. For more information, see “Working in assignments view” on page 832.
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Working in assignments view Introduction The assignments view enables you to view and edit saved and scheduled agent to skillset and agent to supervisor assignments and create new saved and scheduled assignments. Click View/Edit ➝ Assignments to load the assignment data in the system tree. Then click the desired server in the system tree to log on to the server and work with the assignments configured on it. Note: To create ad hoc (unscheduled) agent to skillset assignments, use the skillset view. To create ad hoc agent to supervisor assignments, use the supervisor view. ATTENTION
Symposium Web Client only recognizes assignments that you schedule in Contact Center Management; likewise, the Symposium Call Center Server client only recognizes assignments that you schedule through its scheduling component. Therefore, when scheduling assignments, you must use either the Contact Center Management portion of Symposium Web Client or the Symposium Call Center Server client exclusively. You cannot use a combination of both client components to schedule assignments.
This section gives a brief overview of the assignments view. For more information on this view, including assignment scenarios, and an example of scheduling an assignment and creating a reset assignment, see the Symposium Call Center Web Client Supervisor’s Reference Guide.
Assignment types There are two types of assignments that you can create in Contact Center Management:
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Agent to supervisor assignments You can create agent to supervisor assignments to automatically change supervisor assignments for multiple Symposium Call Center Web Client
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agents. You can use agent to supervisor assignments to reassign agents when supervisors go on break or vacation.
Agent to skillset assignments You can create agent to skillset assignments to temporarily assign agents to different skillsets for shifts when fewer agents are available, to cover other agents’ breaks, or when agents are sick, on vacation, or on a course.
An agent to skillset assignment makes multiple agents active or inactive for multiple skillsets. When an assignment is run, it changes the skillset priority of each agent who has been added to the assignment. It can make an agent inactive for a skillset by changing the agent’s priority to Standby, or it can make an agent active for a skillset by changing the agent’s priority to a value from 1 to 48 (with 1 being the highest priority for the skillset). In assignments view, you can save and schedule the assignments to take effect at a later date, and you can create reset assignments to revert the call center to the original configuration that existed before scheduled assignments are run. You create ad hoc assignments (those that are effective immediately) in the skillset or supervisor views. For more information, refer to “Ad hoc agent to supervisor assignments” on page 821, or “Ad hoc agent to skillset assignments” on page 829. Note: To create and run multiple assignments automatically, you can use the XML automated assignments feature. For more information, see “Using the XML automated assignments feature” on page 841.
Working with scheduled assignments In assignments view, you can either
work with existing scheduled assignments by clicking the assignment name in the system tree add new agent to skillset or agent to supervisor assignments by rightclicking the Agent Skillset Assignments or Agent Supervisor Assignments folder, and then choosing Add Assignment from the resulting pop-up menu
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When you log on to a server in the system tree, it expands to reveal the Agent Skillset Assignments and Agent Supervisor Assignments folders. Double-click the appropriate folder to view the list of assignments. Then click the assignment name to open the assignment window and view the assignment details in a table. Based on the type of assignment that you click in the system tree, either the Agent to Skillset Assignment window or the Agent to Supervisor Assignment window appears. The following graphic shows the assignment details that appear when you click an existing agent to skillset assignment from the system tree:
For details on working in this window, see the Symposium Call Center Web Client Supervisor’s Reference Guide.
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Adding Symposium Call Center Server users Introduction The users you add in Contact Center Management are Symposium Call Center Server users—the agents, supervisor/agents, and supervisors who work in the call center. Agents do not need to log on to the application server to use Symposium Web Client and, therefore, do not have a Web Client user ID and password. However, when you are creating Symposium Call Center Server users in Contact Center Management, you can give the supervisors and supervisor/agents who need to use Symposium Web Client a Web Client user ID and password. When you do so, the user’s profile is automatically copied to the Access and Partition Management component, where you must finish configuring the user’s Web Client profile by assigning basic access rights, access classes, partitions, report groups, and supervisor/reporting agent combinations. For more information on creating Web Client users, see “Adding and configuring users” on page 881. To add users in Contact Center Management, you must first log on to a server in the system tree in any of the four data views (supervisor, agent, skillset, or assignment). Then, when you are logged on to the server on which you want to create the user, select the appropriate option from the Add menu. You can choose from one of the following options:
Agent
Supervisor
Supervisor/Agent
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Contact Center Management ➝ Add menu
When you select an option from this menu, the corresponding new user details window appears, with sections for entering the new user’s properties. For example, if you are adding a new supervisor, the New Supervisor Details window appears. Notes:
To add agents only, instead of using the Add menu, you can use a pop-up menu on the system tree in supervisor view. Right-click the supervisor under whom you want to create the new agent, and, from the resulting popup menu, click Add Agent. The New Agent Details window appears, with the supervisor information already filled in. You can change this information, or leave it as is. When you are finished adding the agent details, click Submit to save your changes. For more information on each section of the user details window, see below. If you need to delete users, you must do so in Contact Center Management; you cannot delete users through the Configuration component’s user interface or spreadsheets.
To add agents The following section outlines how to add new agents in Contact Center Management. For details on adding other types of users, see the online Help. When you log on to a server in the system tree and click Add ➝ Agent, the New Agent Details window appears.
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New Agent Details window
Entering user data For entering user data, there is a User Details section, which is applicable to all user types, an Agent Information section, and a Supervisor Information section. The system allows you to enter information in these latter areas based on the type of user you selected from the Add menu. Note: The mandatory fields in which you have to type or select information are indicated on the window by an asterisk (*) and include the first name, last name, phoneset login ID, and primary supervisor. The other mandatory fields (user type, call presentation, and threshold) do not have an asterisk beside them because they have default values. Select the appropriate values for the user you are adding.
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User Details section
1.
In the User Details section, you must type or select the following mandatory information about the agent: first name last name user type phoneset login ID All other fields are optional.
Agent Information section
2.
In the Agent Information section, you must type or select the following mandatory information about the agent: primary supervisor call presentation threshold The agent key is optional.
3.
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After you have added the agent’s personal information, click the Skillsets heading to assign the agent to skillsets and select the skillset priority.
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Skillsets section
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Click List All to open a table containing all the skillsets on the current server.
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In the table, choose the priority numbers beside the skillsets to which you want to assign the new agent. You can also choose Standby.
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To add the new agent to a partition, click the Partitions heading.
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In the resulting table, click the check boxes beside the partitions to which you want to add the agent. Ensure that you add the agent to the partition assigned to the agent’s supervisor so the supervisor can see the agent in the real-time and historical reports, and in Contact Center Management.
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Click Submit when you are finished entering the agent’s details. The agent is added in Symposium Call Center Server.
Supervisor information When you add a supervisor or a supervisor/agent in Contact Center Management, you can give the user a Web Client user ID and password at the same time. In the Supervisor Information section, type the supervisor’s Web Client user ID and password. Notes:
Symposium Web Client user passwords can only contain English characters. After adding a Symposium Call Center Server supervisor or supervisor/ agent as a Web Client user, you must still configure the user in the Access
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and Partition Management component. For example, you must still assign the user basic access rights to the different components, access classes, partitions, and supervisor/reporting agents. To enable this supervisor to see all of his or her own reporting agents, in Access and Partition Management, assign the corresponding Web Client user profile:
the applicable supervisor/reporting agent combination (his or her reporting agents) a partition
For more information, see the “Supervisor/reporting agents feature” on page 883. More information For more information, refer to the Symposium Call Center Web Client Supervisor’s Reference Guide, or refer to the step-by-step procedures in the online Help.
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Using the XML automated assignments feature Introduction Note: For information on installing this feature, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/ development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site. The XML automated assignments feature includes a Component service that can help you create or update multiple assignments simultaneously by parsing through assignment data located in XML files that you create. After the service parses the data, it either creates a new assignment on the indicated server, or it updates an existing assignment (if the assignment name in the XML file matches an existing assignment name on the selected server in Symposium Call Center Server). When you create the XML file, you can specify whether you want the service to create an ad hoc assignment (one that is run immediately), or a scheduled assignment. If it creates a new scheduled assignment, then you must use the Contact Center Management component to manually schedule and activate the assignment; if it updates an existing scheduled assignment, then the schedule still applies and the assignment is still active. However, note that if you want the assignment to run only at the scheduled time, then you must select the Schedule option in the XML file. If you choose the Execute Now option, then the scheduled assignment will run twice: it will run immediately and at the scheduled time. If you do not include the <EXECUTENOW> field in your XML file, or if you type an invalid value in this field, then the system defaults to scheduling the assignment, and you must use Contact Center Management to manually schedule the new assignment.
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Note: This feature does not include an interface for writing the XML files. Instead, you must create the files using a proprietary tool of your choice, designed to the specifications listed in “Specifications for XML files” on page 846. For guidance on creating the XML files, you can view the sample files that are shipped with the Symposium Web Client software. These files are located on the application server in the folder C:\Program Files\Nortel Networks\WClient\ Server\XMLAssignments\Sample XML Files, where C is the drive on which you installed Symposium Web Client.
Prerequisites Before you can use this feature, you must
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install it manually For more information, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site. be familiar with creating XML files This feature does not include an interface for creating the XML files. However, it does include an XML schema. This file describes the format in which you must generate the files using the tool of your choice—either a Work Force Management (WFM) system or another third-party application—so that they can be interpreted by this feature. The file is called SWCXMLAssignments.xsd and is located in the following folder on the application server: C:\Program Files\Nortel Networks\WClient\ Server\XMLAssignments, where C is the drive on which you installed Symposium Web Client.
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Limitations This section lists the maximum number of agent to skillset and agent to supervisor assignments that you can set up and schedule to run concurrently using this feature. Supervisor assignment limits You can create an agent to supervisor assignment that contains a maximum of 1000 entries, where assigning an agent to a supervisor is considered an entry. Nortel Networks recommends that you do not run multiple supervisor assignments concurrently. Skillset assignment limits You can create an agent to skillset assignment that contains a maximum of 1000 entries, where assigning an agent to a skillset is considered an entry and where the number of skillsets times the number of agents involved is less than 5000. Nortel Networks recommends that you do not run multiple skillset reassignments concurrently. Generally, Nortel Networks recommends that you do not reassign more than 2500 entries per hour, a figure is based on operational experience. However, due to the broad spectrum of processor speeds and the diversity of call centers, this value is a guideline rather than a strict limit.
Overview of steps The XML automated assignments feature involves the following general steps: 1.
You create separate XML files for agent to supervisor and agent to skillset assignments using the tool of your choice (for example, a WFM system).
2.
You place the XML files in the designated drop folder. This is the folder that you specified during the installation of the XML automated assignments feature. If you did not choose a specific folder, then place the files in the default folder: C:\Program Files\Nortel Networks\WClient\ Assignments\XMLAssignments, where C is the drive on which you installed Symposium Web Client.
3.
When you place a file in this folder, the service automatically detects it and parses through the file. If you have specified a new assignment name in the file, then the program creates a new assignment on the server in
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Symposium Call Center Server that you indicated in the file. If you specified an assignment name that already exists on the selected server, then the program updates the existing assignment with the new details. 4.
After it parses through the file, the service deletes it from the drop folder, thus ensuring that only new files are parsed.
5.
If you have created a new ad hoc assignment and have specified for it to Execute Now, then the assignment runs immediately. If you have created a new scheduled assignment, then you must schedule and activate it using the Contact Center Management interface. You can set the new assignment to run ad hoc by specifying Execute Now within the XML file, or schedule it to run on a recurring basis using Contact Center Management.
Note: New scheduled assignments created with the XML automated assignments feature do not run until you activate and schedule them in the Contact Center Management component. However, if you update an existing activated and scheduled assignment by this means, then the schedule is still intact and the assignment is still activated. Note that if you want the assignment to run only at the scheduled time, then you must select the Schedule option in the XML file. If you choose the Execute Now option, then the scheduled assignment will run twice: it will run immediately and at the scheduled time. If you do not include the <EXECUTENOW> field in your XML file, or if you type an invalid value in this field, then the system defaults to scheduling the assignment, and you must use Contact Center Management to manually schedule the new assignment. 6.
If the service encounters errors in the XML file that you have created, then it stops parsing the file, does not create or update the assignment, and it moves the file to the designated drop folder for problem files. If you did not choose a specific location for problem files during the installation, then the program places the files in the default location: C:\Program Files\Nortel Networks\WClient\Assignments\XMLAssignmentError, where C is the drive on which you installed Symposium Web Client. The system notifies you of problem assignments in the Audit Trail component.
Note: The program also rejects files that contain more than 1000 entries, and notifies you of rejected assignments in the Audit Trail component. An example of an entry is assigning an agent to a supervisor or to a skillset. To prevent your files from being rejected, therefore, limit each file to 1000 entries or less. For more information, see “Limitations” on page 843. 844
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If the service has rejected the XML file you have created, fix the problem and place the file in the drop folder to be parsed again. Continue this process until the service successfully parses the file and creates or updates the assignment. Then schedule and activate the assignment in Contact Center Management, if required.
Who should use this feature This feature is designed for large call centers in which, regardless of the number of skillsets associated with an agent, only one skillset is active at any time or in any physical location in the call center. Some possible scenarios where this feature can be used follow:
An agent is assigned to three skillsets during normal traffic periods, but during busy hours, you can use the XML automated assignments feature to assign this agent to additional skillsets. An agent may be in Standby mode for certain skillsets during non-peak times. However, during busy periods, you can use this feature to schedule an assignment that gives the agent a priority for these skillsets. You can run a second assignment later to put the agents into Standby mode again. An agent answers calls in the morning and in the afternoon, is in training, meetings, or does other work. You can use this feature to place these agents in Standby mode in the afternoon. You can also use this feature in cases where agents handle voice calls in the morning and then, in the afternoon, handle e-mail, web requests, and so on.
Example Your call center has 500 agents, each of whom rotates daily in free seating mode within his or her team, with the skillset changing according to the seat the agent occupies. In this example, agent John Smith works with skillsets S1, S2, and S3. On Monday morning, he works in area 1 (dedicated to skillset S1), in the afternoon, John works in area 2 (dedicated to S2), on Tuesday he works in area 3 (dedicated to S3), and so on.
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You must create separate XML files—different files for agent to skillset and agent to supervisor assignments—that contain the assignment data for all 500 agents and their supervisors for each seat rotation period. In this scenario, therefore, you create separate agent to supervisor and agent to skillset assignment files for the Monday morning period, new files for the assignments on Monday afternoon, more files for Tuesday morning, and so on. Once you create the files and are satisfied that they conform to the standards listed in “Specifications for XML files” below, you must copy them to the designated drop folder. When you place the files in this folder, the program automatically parses through the assignment data and creates or updates the assignment for all 500 agents. If you are creating new scheduled assignments, then you must use Contact Center Management to schedule and activate the assignments. If you are updating existing scheduled and activated assignments, then the assignments still use the same schedule and you do not need to use Contact Center Management.
Specifications for XML files Valid XML files must contain the following data items for the service to parse them successfully:
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Version The service uses the version field to identify the XML Schema version used by the XML file. Assignment name This is an alphanumeric data field that identifies the name of the assignment to be created or updated. This data is enclosed within the XML tags . Execute option This is an optional field that enables you to specify whether you want to run the assignment immediately by typing the value Execute Now. If you want to save and schedule a new assignment in Contact Center Management, or if you want to update an existing scheduled assignment, then you can type the value Schedule in this field. (If you do not include this field in your XML file, or if you type an invalid value in this field, then the system defaults to scheduling the assignment, and you must use Contact Center Management to manually schedule the new assignment.) The value you choose is enclosed within the XML tags <EXECUTEOPTION> . Symposium Call Center Server IP address This is an alphanumeric field used to identify the server in Symposium Call Center Server on which the Symposium Call Center Web Client
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assignment is to be created or updated. Type the IP address of the server in Symposium Call Center Server on which you want to create the assignment. This data is enclosed within the XML tags .
Agent details The agent details section contains data that uniquely identifies an agent (for example, the agent’s first name, last name, and phoneset login ID). In this section, the first name and last name data is optional; the login ID is mandatory. This data is enclosed within the following XML tags:
Skillset details The skillset details contain the skillset name and priority for the agent to skillset assignment. This data is enclosed within the following XML tags:
<SKILLSET>
The XML skillset tag <SKILLSET> is embedded within the agent XML tag for each skillset that is assigned/unassigned to an agent, as shown below. In this section, the first name and last name data is optional; the rest of the data is mandatory. <SKILLSET> Planning, Installation, and Administration Guide
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<SKILLSET> …………… ……………
Supervisor details The supervisor details section contains data that uniquely identifies the supervisor to whom the agent is to be assigned. In this section, the name data is optional; the ID is mandatory.This data is enclosed within the following XML tags:
The supervisor XML tag <SUPERVISOR> is embedded within the agent XML tag. The supervisor tag appears once within the agent tag for each agent to supervisor assignment, as shown below. In this section, the agent first name, last name, and primary supervisor name data is optional; the login ID and ID values are mandatory.
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What’s next? After you create assignments in Contact Center Management, create report groups, partitions, and access classes in the Access and Partition Management component. Then you can create Web Client users, and assign them basic access rights, partitions, access classes, and supervisor/reporting agent combinations.
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Section D: Access and Partition Management
In this section Overview
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Creating report groups
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Creating partitions
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Creating access classes
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Adding and configuring users
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Supervisor/reporting agents feature
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Overview Introduction You can use the Access and Partition Management component to create Web Client users and assign them the appropriate access privileges to the system. Web Client users can log on to the application server and use the Symposium Web Client components to which they have been given access. You can control their access privileges by assigning these users basic access rights, access classes, partitions, and supervisor/reporting agent combinations. Note: To add a Symposium Call Center Server user (agent, supervisor, or supervisor/agent), you must use the Contact Center Management component, or use the spreadsheet in the Configuration component. Some Symposium Call Center Server users (supervisors and supervisor/agents) may also be Web Client users and be given a Web Client user ID and password to access the application server; however, many Symposium Call Center Server users will never use Symposium Web Client. You can use Access and Partition Management to add, edit, view, or delete
Symposium Web Client users
partitions
access classes
report groups for Historical Reporting
basic access rights to different Symposium Web Client components
Access rights, access classes, partitions, and supervisor/reporting agent combinations There are four mechanisms in Symposium Web Client that you can use to control the data that users can access in the call center:
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basic access rights to each component in Symposium Web Client
access classes
partitions
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Access rights The most basic level of security is the overall right to access the components within Symposium Web Client. When you add Web Client users in Access and Partition Management, you can specify which components the users can access. If you do not grant a user basic access to a component, then the component is not visible to the user on the Symposium Web Client launchpad. Access classes Access classes allow you to control the actions (for example, none, read only, read/update, read/update/create/delete) that users can perform when configuring the call center while using the Contact Center Management, Configuration, and Scripting components. Note: Access classes are not defined for any of the remaining Symposium Web Client features. To perform all functions in these components, users require only basic access rights. Partitions Partitions allow you to specify which data Web Client users can view and manage on a per-server basis in Real-Time Reporting, Historical Reporting, and Contact Center Management. After you grant users basic access rights to these components, you can control the data they can access on each server by adding the data elements to the partition assigned to the users. You can, for example, give a user access to data on only one server in the network. Supervisor/reporting agent combinations Similar to a partition containing only agents, this feature enables you to link supervisors (and all their reporting agents) to a Web Client user on a per server basis. For a Web Client user who is also a supervisor, you can link the two profiles, ensuring that the supervisor automatically sees all his or her agents in the historical reports, real-time displays, and in Contact Center Management. Unlike partitions in which you can choose individual agents, in the supervisor/ reporting agent feature, you cannot specify the particular agents that a user can see; once you associate a Web Client user with a supervisor, then the user automatically sees all the supervisor’s reporting agents.
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Note: In most cases, the supervisor/reporting agents feature only works in conjunction with partitions: you must assign both a partition and a supervisor/ reporting combination to a user to restrict the user to seeing his or her reporting agents. The exception to this rule is in Real-Time Reporting, specifically for the private agent real-time displays and agent map displays. If you have assigned the user only a supervisor/reporting agent combination in Access and Partition Management (not a partition), then the user can apply this supervisor/reporting agent combination to either a private agent real-time display, or an agent map display to view only those reporting agents. For more information, see Appendix G, “Supervisor/reporting agents matrix.” Together, these four features allow you to tailor access rights to suit every user in the call center. Example You first grant a user general access to Contact Center Management. Then you define the actions the user can perform in Contact Center Management. For example, you can give the user Edit Agent and Supervisor Properties access in CCM. Finally, you specify the data that the user can see in Contact Center Management by defining a partition containing the appropriate agents and assigning it to that user, or by assigning both a partition and one or more supervisor/reporting agent combinations to the user. When the user opens the Contact Center Management component, he or she can see only the agents specified in the partition, or the agents reporting to the supervisor associated with this user (or both), and can edit, read, and update agents and supervisors. For more information about the Contact Center Management access classes, see the online Help included with the application. Security level
Resulting example
Grant overall access rights to Access to Contact Center individual components for the user. Management. Define an access class for the user. Edit Agent and Supervisor Properties access in CCM.
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Security level
Resulting example
Define a partition with various data.
A partition with agent data.
Assign that partition to the user, or assign the user both a partition and a supervisor/reporting agent combination.
When the user opens the Contact Center Management component, he or she sees only the agents specified in the partition, or the agents in both the partition and supervisor/reporting agent combination, and can edit, read, and update agents and supervisors.
ATTENTION
If you do not assign a partition to a user, then that user can see all data pertaining to the call center in Historical Reporting and Contact Center Management on each server in the network, regardless of whether you assign the user a supervisor/reporting agent combination. This is assuming that the user has been given basic access rights to these components. In Real-Time Reporting, however, the data the user can see varies based on the type of display the user opens and whether the user has been assigned a partition or a supervisor/reporting agent combination (or both). For more information, see Appendix G, “Supervisor/reporting agents matrix.”
Creating report groups, partitions, and access classes This section provides a high-level overview of the following tasks:
creating report groups
creating partitions
creating access classes
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Note: After you perform these tasks, you must add and configure Web Client users. When you configure Web Client users, you assign them basic access rights, partitions, access classes, and supervisor/reporting agent combinations. For more information, see “Adding and configuring users” on page 881. After clicking Access and Partition Management from the launchpad, choose from the options on the View/Edit menu to load the corresponding data in the tree. To add new items, select the option from the Add menu. For example, to add new partitions, click Add ➝ Partitions to work in the new partition window. Access and Partition Management main window
For detailed step-by-step procedures on using the Access and Partition Management component, see the Symposium Web Client online Help. For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Creating report groups Introduction Since report groups are added to partitions, you may want to create the report groups before you define the partitions and assign them to users. There are two categories of report groups in Historical Reporting:
Public report groups These report groups contain the standard public report templates. The six public report groups are Agent Performance, Configuration, Call-by-Call, Networking (only networking versions of the M1/Succession 1000/M1 IE switches), Others, and NCC (on the NCC only).
Note: The current release of the Succession 1000 switch only supports networking over ISDN trunks.
Custom report groups These report groups contain the report templates that users belonging to the group have customized and want to share with other members of the report group. The custom report groups that you create in this window are for use in Historical Reporting. You can assign any unique name to these groups.
Public report groups versus custom report groups Unlike the public report groups that contain all of the standard templates, custom report groups do not contain any standard templates. The custom report groups that you create in Access and Partition Management are folders that enable Historical Reporting users who belong to the same group to share their customized reports. Users can customize a standard template and save it in their group folder so that other group members can use the same customized report. You can create custom report groups to reflect each department in your call center, such as the Sales Group or the Marketing Group. If you are configuring a shared call center, you can also create separate groups for each company sharing the call center, such as the Best Air Group and the Econo Air Group. In this way, you can keep customized reports that contain company information separate from other companies in the same call center. Planning, Installation, and Administration Guide
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Note: The data shown in each report is based on the partitions assigned to the user and the selection criteria the user applies to the report. Report groups also enable you to grant a user access to a very limited number of reports. For example, if you do not want to give a user access to any of the standard report templates, you can create a custom report group and add it to the partition assigned to the user. When the user opens Historical Reporting, he or she sees only the custom report group folder, and can only see reports that other members of the group have saved in the group folder. After you create a report group, you must add it to a partition created under the same server as the report group. Then you must assign the partition to the users belonging to the report group. When these users log on to Symposium Web Client, they see the report group name in Historical Reporting under the server where you created it. To add a report group Select Add ➝ New Report Group from the toolbar.
Note: Do not use the ampersand symbol (&) in the report group name.
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Report Group Properties window
Once you name the Report Group and identify the server to which you are adding the Report Group, click Submit. The new Report Group appears on the system tree under Report Groups.
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Creating partitions Introduction To create a new partition, click Add ➝ New Partition from the toolbar in the Access and Partition Management main window. Note: Do not use the ampersand symbol (&) in the partition name. Partitions window
This window enables you to select elements to add to your partitions on a perserver basis. First, in the system tree, click the desired server, and then click the tabs in the right pane to load the server’s data elements. Select the elements that you want to include in the partition.
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Repeat this procedure with each server containing data that you want to add to the partition. You must click Submit to save your partition. For step-by-step procedures on partitions, see the online Help included with the application. Notes:
Click a partition name in the tree to view the list of users who are currently assigned the partition. To give users access to data on more than one server in your network, you can create a partition that spans multiple servers. However, note that when doing so, you must choose the partition properties on each server for the user to be able to see the data on these servers. For example, to enable a user to see agents configured on two servers, you must select this agent on each server individually when configuring the partition. If you only choose elements on one server for the partition, then the users assigned the partition can only see the data on this one server. If there are a large number of agents configured on the server, when you click the Agents tab, you may have to wait a few moments while the system retrieves the agent data. When you are editing partitions, note that the greater the number of users assigned the partition that you are editing, the greater your performance hit, particularly if these users have Real-Time Reporting filters configured. Nortel Networks recommends that you keep the amount of data included in each partition as minimal as possible, since smaller partitions lead to more efficient application response time. Nortel Networks also recommends, therefore, that you configure and assign your partitions according to your company’s internal departmental organization, granting users access only to the data that they need to see on a regular basis.
Partition properties When you create a partition, you can specify the following types of data:
agents
skillsets
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report groups
applications
CDNs
DNISs
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When you assign a partition to a user that contains all six types of data, the user sees either all of the data types in the partition, or a fraction of them, depending on the Symposium Web Client component that the user is using. The Symposium Web Client components are each designed to allow users to work with particular types of data. For example, Contact Center Management is strictly for configuring and managing call center supervisors, agents, and for assigning agents to skillsets; therefore, the only partition elements that appear in Contact Center Management are agents and skillsets. If you do not include certain types of data in a user’s partition, then the user does not see this data. For example, if you do not include CDNs and DNISs in the user’s partition, then the user sees no CDNs or DNISs in Historical Reporting. Note: Users are restricted to viewing their partitioned skillsets in Contact Center Management only if you assign to them an access class containing the Use Agent & Skillset Partitions in CCM access level. If you do not assign this access level to the user, then he or she sees all configured skillsets in Contact Center Management, regardless of whether they are included in their partition. If you assign a partition containing all six elements to a user, the user sees the following elements in each of the Web Client applications: Component
Historical Reporting
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Types of data available in the partition
skillsets
agents
applications
CDNs
DNISs
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Types of data available in the partition
skillsets
agents
applications
agents
skillsets*
* Only if you assign the Use Agent & Skillset Partitions in CCM access level to the user. Otherwise, the user sees all configured skillsets in Contact Center Management, regardless of whether there are skillsets in the partition. A partition can contain any combination of the six elements, but it does not have to contain all elements. For example, it can contain only skillsets and agents, but not CDNs, DNISs, applications, or report groups. After you create the partition, you must assign it to the appropriate Symposium Web Client users. Once you assign the partition, the user can view the partitioned data in the real-time displays, historical reports, and in Contact Center Management. Note: The previous limit on the number of each element that could be added to a partition (999) has been removed. For tips on how to correctly configure partitions, see the section '“Tips for optimum server performance” on page 928.
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If you do not assign a partition to a user, then that user can see all data pertaining to the call center in Historical Reporting, Contact Center Management, and in the public agent real-time displays in Real-Time Reporting on all servers in the network, regardless of whether you have assigned a supervisor/reporting agent combination to the user. The private agent real-time displays and agent map graphical displays behave differently than the public displays. For more information, see Appendix G, “Supervisor/reporting agents matrix.”
If you only assign the user a partition, then keep in mind that users cannot see data that is not included in their partition. Therefore, when you add an agent in Contact Center Management, you must also add the agent to the user’s partition to enable the user to see the agent in the real-time displays, historical reports, and in Contact Center Management. However, if you assign the user both a partition and a supervisor/reporting agent combination, then you do not have to update the user’s profile when you add a new agent who is assigned to the user; the supervisor/ reporting agent combination is automatically updated as new agents are added and, therefore, always includes all agents assigned to the supervisor. For more information, see the “Supervisor/reporting agents feature” on page 883.
Note: When creating and assigning partitions, the following factors increase the performance hit for the users to whom you assign the partitions when they connect to Symposium Web Client:
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The greater the amount of data that you include in each partition, the greater the performance hit. The more partitions you assign to users, the greater the performance hit.
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The previous limit on the number of each element that could be added to a partition (999) has been removed. For tips on how to correctly configure partitions, see the section '“Tips for optimum server performance” on page 928.
Nortel Networks recommends, therefore, that you configure and assign your partitions according to your company’s internal departmental organization, granting users access only to the data that they need to see on a regular basis.
Agent partitions and supervisor/reporting agent combinations In addition to assigning a Web Client user a partition, you can assign the user a supervisor/reporting agent combination. The supervisor/reporting agents feature is similar to agent partitions, but it only works in conjunction with partitions (except in the case of private agent real-time displays and agent map displays, in which case, partitions are not mandatory). If you do not assign a partition to a user, then that user can see all data pertaining to the call center in Historical Reporting, Contact Center Management, and in the public agent displays in Real-Time Reporting on all servers in the network, regardless of whether you have assigned a supervisor/reporting agent combination to the user. For the private agent real-time displays and agent map displays, however, if you assign the user only a supervisor/reporting agent combination (not a partition), then the user can assign this combination to the display (just as the user would apply a custom filter), to view only those reporting agents on the display. Partitions are not required to limit the agents the user sees in these types of displays. For more information, see the “Supervisor/reporting agents feature” on page 883, and Appendix G, “Supervisor/reporting agents matrix.” Note: If there are a large number of agents configured on the server, when you click the Agent tab, you may have to wait a few moments while the system retrieves the agent data and populates the tab.
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When you assign a Web Client user a partition containing agents, it is similar to assigning the user a supervisor/reporting agent combination, except for the differences outlined in the following table: Partitions containing agents
Supervisor/reporting agent combination
You can customize partitions.
You cannot customize supervisor/ reporting agent combinations.
You can specify which agents you want the Web Client user to see, on a per server basis.
Partitions are not dynamic.
When you assign a new agent to a supervisor, you must manually update the partition assigned to the supervisor (the Web Client user) to include the new agent.
When you assign a Web Client user a supervisor/reporting agent combination, you automatically grant the user access to all the supervisor’s reporting agents, on a per server basis.
Supervisor/reporting agent combinations are dynamic.
When you assign a new agent to a supervisor, the corresponding supervisor/reporting agent combination is automatically updated to include the new agent. Any Web Client users who have this supervisor/reporting agent combination assigned to them automatically have access to this new agent.
Example Based on your call center configuration, you may want to use a combination of partitions containing agents and supervisor/reporting agent combinations. For example, you may want to enable a user to always see his or her reporting agents plus three other agents who are not assigned to the user (so that he or she can act as the associated supervisor for these agents). In this case, you assign the user a partition containing the three associated agents and the supervisor/reporting agent combination containing the user’s own agents.
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To see an example of how to configure a Web Client user and assign him or her partitions, supervisor/reporting agent combinations, and other features such as access classes and report groups, see “Sample task flow for configuring Web Client users” on page 894. Partitions in Historical Reporting, Real-Time Reporting, and Contact Center Management Note: This section only includes information on partitions; it does not include details on the supervisor/reporting agents feature. For more information on this feature, see the “Supervisor/reporting agents feature” on page 883. Users are restricted to viewing only the types of data included in the partition assigned to them. (However, users can see all data if they are not assigned a partition.) For example, if you assign a partition to a user that only contains report groups, then that user sees no data in Real-Time Reporting or Contact Center Management because report groups do not apply to either of these components. Likewise, in Historical Reporting, this same user sees the report groups included in the partition, but does not see any data because only report groups are included in the partition assigned to the user. Therefore, when you create and assign a partition to users, you must consider the types of data that these users have to monitor in the real-time displays, historical reports, and in Contact Center Management. Notes:
If you do not assign a partition to a Historical Reporting user, then the user automatically has access to all data and all public report templates (the standard report templates included with Symposium Web Client). If you do not assign a partition to a Real-Time Reporting user, then the user sees all data in the real-time displays, assuming that the user has been given basic access rights to this component. If you do not assign a partition to a Contact Center Management user, then the user sees all data in the Contact Center Management windows to which he or she has been given access.
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Partitions and selection criteria in Historical Reporting In Historical Reporting, if users do not choose the data elements they want to see in a report by defining the selection criteria, then the generated report automatically includes all the data in the user’s partition that is applicable to the report type. For example, if the user generates an Agent Performance report and does not select any agents, the report includes all agents in the user’s partition. The exception to this rule occurs when
the partition contains more than 250 data elements of a particular type (for example, more than 250 agents) the user does not define the selection criteria
In Symposium Web Client, users can select a maximum of 250 elements to include in the report. However, when they do not make a selection, and when the partition contains more than 250 data elements, the generated report contains all data configured in the system, including data outside the partition. If the partition contains 250 agents or less, and the user does not define the selection criteria, then the report contains only the agents in the user’s partition. It is recommended, therefore, that administrators remind Web Client users to define the selection criteria before generating reports. If the user wants to view more than 250 elements in the report, then Nortel Networks recommends that he or she generate more than one report, defining the selection criteria for each report separately. Partitions and filter sets in Historical Reporting In Historical Reporting, users can specify the applications, DNISs, routes, and skillsets that they want to see in both standard and private network-consolidated historical reports by creating filter sets. Users can choose from among those items included in the partitions assigned to them. They can select multiple resource items across multiple sites in the network and save them in one filter set. This option is available to users only if you have assigned a partition to them. Users who do not have partitions assigned to them cannot create filter sets in Historical Reporting.
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Note: Filter sets are not dynamic. This means that if a user creates a filter set, and then you subsequently remove some of the items from the user’s partition that the user has saved in the filter set, these items are still included in the filter set even though they are no longer in the user’s partition. The only way to prevent the user from accessing these items in the network-consolidated historical reports, therefore, is to delete the filter set, and notify the user that he or she must create a new filter set, choosing from among the newly partitioned items. Partitions and filters in Real-Time Reporting In Real-Time Reporting, users can specify the data that they want to see in their private real-time displays and the agent map graphical displays by creating filters and assigning the filters to the display. However, this option is available to users only if you have assigned a partition to them. Users who do not have partitions cannot create filters in Real-Time Reporting. Partitions in Contact Center Management In Contact Center Management, you can control the agents that users see by adding them to a partition and assigning it to the appropriate users. Optionally, you can also control the skillsets that Contact Center Management users see by adding the skillsets to the partition assigned to the users, and then assigning these users an access class containing the Use Agent & Skillset Partitions in CCM access level. If you do not assign this access level, then users see all configured skillsets in Contact Center Management, regardless of the skillsets in their partitions.
Partitions and your call center Partitions are especially useful when competing companies share the same call center. In the following example, the two companies that share the call center are Best Air and Econo Air. To grant users access to data pertaining only to their company, administrators can create partitions within the call center and assign the partitions to different users, thereby restricting the view of the call center data that each user has.
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For example, at a Toronto call center, there are 18 skillsets, 10 of which apply to agents answering calls for Best Air, while the remaining 8 skillsets apply to agents answering calls for Econo Air. To divide the call center so that supervisors see only the call activity applicable to their company, the call center administrator creates the following two partitions at the Toronto site:
The first partition contains the 10 Best Air skillsets and the agents that answer these calls. The second partition contains the 8 Econo Air skillsets and the agents that answer these calls.
After creating these partitions, the call center administrator assigns them to the appropriate supervisors. When the supervisors view the Real-Time Reporting displays or the historical reports, they see only those elements in the partitions to which they belong. Note: Partitions can only restrict one element at a time. For example, when a user runs a Skillset by Agent Performance report, he or she can choose to view agents from among those included in their partitions. However, sometimes an agent in the user’s partition may be assigned to a skillset that is outside the user’s partition. If a call is routed to an agent for a skillset that is not included in the user’s partition, then the call statistic (and possibly the skillset details) appear in the Skillset by Agent Performance report. Partitions are also useful if you want to separate your call center into different departments within the same company. For example, the administrator can create separate partitions for the Sales and Marketing departments, and assign each partition to supervisors working in each department. Notes:
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If an administrator does not assign a partition to a user, then that user can see all data pertaining to the call center in Real-Time Reporting, Historical Reporting, and Contact Center Management. In this example, therefore, if the administrator does not assign a partition to the supervisors, then the real-time displays, historical reports, and all windows in Contact Center Management to which the user has access contain all data configured on the selected server.
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When creating and assigning partitions, note that the following factors increase the performance hit for the users to whom you assign the partitions when they connect to Symposium Web Client: The greater the amount of data that you include in each partition, the greater the performance hit. The more partitions you assign to users, the greater the performance hit. Nortel Networks recommends, therefore, that you configure and assign your partitions according to your company’s internal departmental organization, granting users access only to the data that they need to see on a regular basis.
For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Creating access classes Introduction To create a new access class, select Add ➝ New Access Class from the toolbar in the Access and Partition Management main window. Note: Do not use the ampersand symbol (&) in the access class name. Access class window
When you create a new access class, use a descriptive name for the type of user who will have this access level, or the type of privileges available at this access level. Once you type the name for the new access class, you must select each of the servers on which you want to create the access class. The server’s access class elements appear. 872
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Notes:
You create an access class that spans multiple servers (if you work in a network), but you must choose the access class properties on one server before selecting the next server. The access class settings for all properties default to None for each server, except the CCM Partitions access class heading, which defaults to Use Agent Partitions in CCM. To grant access on all servers in your network, you must configure each server shown in the list of servers. When you grant a user access privileges that span multiple servers, the user only needs to log on to one server—the application server—to access all servers included in the access class. Users no longer need to log on to each individual server to which they have access. To view the list of users who have been assigned the access class, click the access class name in the tree. The lists of users currently assigned appears in the right pane.
Selecting access levels within access class elements From the drop-down lists beside the access class elements, you can select the access levels for the elements that you want to make available to this access class. The access class elements shown correspond to three Symposium Web Client components: Configuration, Scripting, and Contact Center Management. Users do not require an access class to work in any other component; instead, they only require basic access rights. For a complete description of the access class levels and the actions they enable users to perform, see the online Help. Configuration access class elements If you grant the user basic access to Configuration, you must also assign an access class to the user that includes at least one of the Configuration access class elements, such as skillsets or DNISs. If you do not assign the user an access class with at least one of these privileges on at least one server, then the user sees nothing in Configuration.
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Scripting access class elements If you grant the user basic access to Scripting, then you must also assign an access class to the user that includes at least one of the Scripting access class elements: Scripts, Script Variables, or Application Thresholds. If you do not assign the user an access class with at least one of these privileges on at least one server, then the user sees nothing in Scripting. Contact Center Management access class elements If you grant the user basic access to Contact Center Management, then the user can open Contact Center Management and see the opening window with the configured servers. However, to log on to the servers in each of the data views and work with data, the user requires the following access class levels:
To log on to a server in agent view and see the agent details in all views, the user requires at least the View Agent Properties level of access under the CCM access class element on at least one server. To log on to a server in skillset view and view agent to skillset assignments, the user requires at least the View Assignments access level under the Skillset Assignment access class element. To log on to a server in supervisor view and view agent to supervisor assignments, the user requires at least the View Assignments access level under the Agent to Supervisor Assignment access class element. To log on to a server in assignments view and work with either agent to skillset or agent to supervisor assignments, the user requires at least the Schedule Assignments access level under either the Skillset Assignment or Agent to Supervisor Assignment access class elements (or both) on at least one server.
Access classes and servers In Symposium Web Client, each access class that you create spans multiple servers (if you work in a multiple Symposium Call Center Server environment). However, you configure and manage the access classes by logging on to just one server—the application server, where access classes are stored.
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The following diagram outlines a simplified network configuration for Symposium Web Client. When you log on to the application server from a client workstation, you can use the Access and Partition Management component to configure access classes for the servers in Symposium Call Center Server, and for the Network Control Center (NCC) server.
Each access class that you create spans all servers in the network, even if you do not select any access class elements on a particular server. For example, in the above network scenario, you create an access class that contains Configuration access elements only on the NCC server, and you assign it to a user. By not specifying any access elements on any other server in the network, you limit the user’s actions on all servers, not just on the NCC server. This user does not have access to any of the Configuration elements on either of the servers in Symposium Call Center Server; the user can only perform the actions included in the access class to configure the NCC server. If the user needs to configure either of the servers in Symposium Call Center Server, you must edit the user’s access class to include access rights on the other servers. Note: When you grant a user access privileges that span multiple servers, the user only needs to log on to one server—the application server—to access all servers included in the access class. Users no longer need to log on to each individual server to which they have access. Planning, Installation, and Administration Guide
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Defining typical call center administrator access The following is an example of the access privileges that an administrator might have in a typical call center on at least one server in the network. He or she can do the following:
Read, update, create, and delete all call presentation classes, skillsets, activity codes, phonesets, DNISs, routes, IVR ACD-DNs, CDNs, scripts and script variables, formulas, threshold classes, and all users, including supervisors. This user can also assign Web Client user IDs and passwords to the supervisors and supervisor/agents who need to log on to the application server and use Symposium Web Client (and then the administrator must finish configuring the new Web Client user profile in Access and Partition Management). View and assign all agents in agent to supervisor assignments and agent to skillset assignments. Create and run any report in Historical Reporting, and create and view all real-time displays.
Edit all historical statistics, real-time statistics, and applications.
View the status of Emergency Help requests.
To give a call center administrator these sample access privileges in Symposium Web Client, you must use a combination of two levels of security: basic access rights and access classes. Note: To ensure that the administrator always has access to all data on the applicable server, do not assign the administrator a partition. If you do not assign a partition, the user automatically sees all available data. Conversely, to restrict the administrator’s access to specific data, assign the administrator a partition containing only the applicable data on the appropriate server. 1.
Create an administrator access class that contains read, update, create, and delete access for the following elements on the applicable server: call presentation classes, skillsets, activity codes, phonesets and voice ports, DNISs, routes, IVR ACD-DNs, CDNs, formulas, threshold classes, scripts, and script variables. This access class must also contain read and update access for historical statistics, real-time statistics, and application thresholds, as well as add, edit, delete agents and supervisors access in CCM, and schedule
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assignments access under both the Agent to Supervisor Assignment and Skillset Assignment access class elements. 2.
Create the administrator user profile in Access and Partition Management, and give the administrator basic access rights to all components in Symposium Web Client, except Access and Partition Management. (Users who have basic access to Access and Partition Management have overall administrative privileges, and can create and delete access classes, partitions, report groups, and Web Client users. There must be one administrator with this privilege in the call center network.) When you grant basic access to the remaining components of Symposium Web Client, you enable the administrator to create and run any report in Historical Reporting, create and view all real-time displays, and view the status of Emergency Help requests. Note: When you grant users basic access to Real-Time Reporting and Historical Reporting, they can access these components on all servers in the network. However, you can restrict the data that a user can view on each server by assigning a partition to the user. For example, if a user should not have Real-Time Reporting capabilities on one server, then you can assign a partition to the user that does not contain any data for that server. The user can still open the Real-Time Reporting component on that server, but cannot view any data in any of its real-time displays.
3.
Assign the access class to the administrator.
If the administrator requires access privileges on more servers in the network, you can add the access privileges on the additional servers to the administrator’s access class.
Defining typical supervisor access The following is an example of the access privileges that a typical call center supervisor might have on one server in the network. He or she can do the following:
View and edit agents and supervisors, and view and assign all agents in agent to supervisor assignments and agent to skillset assignments.
Create and run agent performance reports in Historical Reporting.
Create and view all real-time displays.
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View the status of Emergency Help requests.
To give a call center supervisor these access privileges in Symposium Web Client, you need to use a combination of up to four features: basic access rights, access classes, partitions, and, optionally, supervisor/reporting agent combinations. 1.
Create a supervisor access class that contains edit agent and supervisor properties access for CCM, and schedule assignments access for both Agent to Supervisor Assignments and Skillset Assignments on the applicable server. This access class enables the supervisor to view and edit agents and supervisors, assign agents to partitions in Contact Center Management, view and assign all agents in agent to supervisor assignments and agent to skillset assignments, and schedule these assignments.
Note: If you do not want to allow the supervisor to view and edit users, but only want to allow him or her to create ad hoc assignments, then the access class must contain Ad Hoc Assignments access for agent to supervisor assignments and agent to skillset assignments. It does not include any access level in the CCM access class element. 2.
Create a partition on the appropriate server that contains all the supervisor’s agents, the appropriate skillsets, applications, and the Standard Agent Performance report group. This partition enables the supervisor to work with his or her agents in Contact Center Management, view these agents, skillsets, and applications in the Real-Time Displays, and run any agent performance reports. Tip: Since partitions are not dynamic, whenever you assign an agent to a supervisor, you must update the partition assigned to the supervisor to include the new agent; otherwise, the supervisor will not see the agent in the real-time displays, historical reports, or in Contact Center Management. To avoid having to update the list of agents in the partition, you can use the supervisor/reporting agents feature, which enables you to associate the supervisor’s Web Client user profile with his or her supervisor profile (which, in turn, is linked to all the supervisor’s reporting agents). This association is dynamic, meaning that each time you assign an agent to the supervisor, the agent is automatically associated with the supervisor profile. In addition to this association, create a partition containing the appropriate
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skillsets, applications, and the Standard Agent Performance report group. The combination of the partition and the supervisor/reporting agent association enables the supervisor to always have an up-to-date list of agents, and to view their skillsets and applications in the real-time displays and historical reports. For more information, see the “Supervisor/reporting agents feature” on page 883. 3.
Create the supervisor user profile in Access and Partition Management and give the supervisor basic access rights to Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help. This enables the supervisor to have basic access to each of these components, create and view real-time displays (containing only the data included in their partition), create and run historical reports (only the agent performance reports included in their partition, and only with the partitioned agents, skillsets, and applications), and view the status of Emergency Help requests. Note: Partitions and supervisor/reporting agent combinations behave differently in Real-Time Reporting, based on the type of display the user opens and whether the user applies a supervisor/reporting agent combination or a filter to the display. For more information, see “Partitions and supervisor/reporting agent combinations in Real-Time Reporting” on page 889.
4.
Assign the access class, the partition, and, optionally, the supervisor/ reporting agent combination to the supervisor’s Web Client user profile.
If the supervisor requires access privileges on more servers in the network, you can add the access privileges on the additional servers to the supervisor access class. To view an example of how to configure a Web Client user and assign him or her partitions, supervisor/reporting agent combinations, and other features such as access classes and report groups, see “Sample task flow for configuring Web Client users” on page 894. Note: If you have included agents in the partition assigned to the supervisor, then whenever a new agent is assigned to the supervisor, you must add the agent to the supervisor’s partition so that the supervisor can monitor the agent in RealTime and Historical Reporting, and can view the agent in Contact Center Management. You can avoid having to update the agents in the partition by Planning, Installation, and Administration Guide
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associating a supervisor/reporting agent combination with the supervisor’s Web Client user profile. This association is dynamic, meaning that each time a new agent is assigned to the supervisor, the agent is automatically associated with the supervisor’s user profile. For more information, see the “Supervisor/reporting agents feature” on page 883. For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Adding and configuring users Introduction You create Web Client users in the Access and Partition Management component. These are the users who log on to the application server to use Symposium Web Client. To add a new Web Client user, select Add ➝ New User from the toolbar in the Access and Partition Management main window. Note: Do not use the ampersand symbol (&) in the user’s name. User Properties window
Assigning basic access rights, access classes, partitions, and supervisor/reporting agent combinations When you define Web Client users, you assign to them Planning, Installation, and Administration Guide
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basic access to the appropriate components within Symposium Web Client access classes that control the actions they can perform in these components (On the Access Classes tab, you can see the Access Classes that you created.) partitions and supervisor/reporting agent combinations that control the data they can see in these components (On the Partitions tab, you can see the partitions that you created; on the Supervisors tab, you can see the list of all supervisors who are configured on each server in your network. Each supervisor name represents the supervisor and all his or her reporting agents.)
ATTENTION
Once you create a user, you cannot modify the user name. You must delete the user and create a new user with the new name.
Users with Access and Partition Management access have administrator privileges in Symposium Web Client, enabling them to perform almost all administrative functions. However, only the default administrator, webadmin, can access and use the Configuration spreadsheets for uploading and downloading configuration data, and can add, edit, and delete servers in Configuration. To view an example of how to configure a Web Client user and assign him or her partitions, supervisor/reporting agent combinations, and other features such as access classes and report groups, see “Sample task flow for configuring Web Client users” on page 894. For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Supervisor/reporting agents feature Introduction The supervisor/reporting agents feature enables you to dynamically link a supervisor and all his or her reporting agents with one or more Web Client users, thereby enabling the users to view the agents in Symposium Web Client components, such as Real-Time and Historical Reporting, and Contact Center Management. You assign supervisor/reporting agent combinations to Web Client users by using the Supervisors tab in the User Properties window of Access and Partition Management. Notes:
Partitions and supervisor/reporting agent combinations behave differently in Real-Time Reporting, based on the type of display the user opens and whether the user applies a supervisor/reporting agent combination or a filter to the display. For more information, see “Partitions and supervisor/ reporting agent combinations in Real-Time Reporting” on page 889. For a detailed listing of how this feature works in conjunction with partitions in each of the Symposium Web Client components (Real-Time and Historical Reporting and Contact Center Management), see Appendix G, “Supervisor/ reporting agents matrix.” In most cases, the supervisor/reporting agents feature only works in conjunction with partitions; that is, you must assign the user both a partition and a supervisor/reporting agent combination for the user to see all his or her reporting agents (and any agents in the partition). If you do not assign the user a partition, but only a supervisor/reporting agent combination, then the user sees all agent data. Private agent real-time displays and agent map displays are the exception to this rule. For details, see Appendix G, “Supervisor/reporting agents matrix.”
Tip: To enable the user to always see only his or her reporting agents, assign the user a partition that does not contain any agents and the appropriate supervisor/ reporting agent combination. This way, you do not have to manually update the partition as new agents are assigned to the user because the supervisor/reporting agent combination automatically reflects all new agents. Note, however, that only partitions (and not supervisor/reporting agent combinations) are applicable Planning, Installation, and Administration Guide
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to standard real-time displays. Therefore, if you assign the user a partition containing no agents, the standard real-time displays contain no agent data. In this case, the user must create a private display and apply a filter or the supervisor/reporting agent combination to see agent data. For more information, see “Partitions and supervisor/reporting agent combinations in Real-Time Reporting” on page 889.
User types To fully understand this feature, it is important to outline the difference between the Symposium Call Center Server user and the Web Client user: User type
User definition
Created in
Symposium Call Center Server user
agents, supervisors, supervisor/agents
Contact Center Management or Configuration
Web Client user
Anyone who logs on to Access and Partition the application server and Management ➝ Users monitors the performance and activities of Symposium Call Center Server using Symposium Web Client. This user can be a supervisor or an administrator.
After you create a supervisor’s Symposium Call Center Server user profile in Contact Center Management (or Configuration), to enable the supervisor to log on to the application server and use Symposium Web Client, you must also configure a Web Client user profile for this supervisor. Note: Supervisors who do not need to use Symposium Web Client do not need a Web Client user profile; these supervisors only require a Symposium Call Center Server user profile.
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When you configure the supervisor’s Web Client user profile, you can create a link between two user profiles (the Web Client user profile and the supervisor’s Symposium Call Center Server user profile) by using the Supervisors tab in Access and Partition Management. Each name on the Supervisors tab represents a supervisor and all his or her reporting agents on a per server basis. Therefore, when you link a supervisor’s name with a Web Client user, you automatically enable this user to see all the supervisor’s reporting agents. This association is dynamic, meaning that each time a new agent is assigned to the supervisor, the agent is automatically associated with the supervisor’s Web Client user profile (unlike agent partitions, which must be updated manually whenever a new agent is assigned to the supervisor). For more information, see “Agent partitions and supervisor/reporting agent combinations” on page 865. You can use this feature to enable a supervisor to view all his or her own reporting agents, or you can enable one supervisor to see all the reporting agents of another supervisor. For more information, see “Supervisors and associated supervisors” on page 886. The following example shows how to enable supervisor Andrew Engel to view all his own reporting agents. Example In Contact Center Management you have created Symposium Call Center Server user profiles for supervisor Andrew Engel and the following five agents who report to him:
Maggie Mok
Sonia Braga
George Smitts
Jane Michkam
John Nelson
The graphic on page 886 shows how you configure Andrew Engel’s Web Client user profile in Access and Partition Management. This example assumes that you have assigned Andrew a partition in the Partitions tab. Then click the check box beside Andrew Engel’s name in the Supervisors tab to link both of his user profiles and enable him to see all his reporting agents in Real-Time and Historical Reporting and Contact Center Management (the components to which you have given him basic access).
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Note: For more information about the effect of supervisor/reporting agent combinations in Real-Time Reporting, see “Partitions and supervisor/reporting agent combinations in Real-Time Reporting” on page 889. For a detailed listing of how this feature works in conjunction with partitions in each of the Symposium Web Client components (Real-Time and Historical Reporting and Contact Center Management), see Appendix G, “Supervisor/reporting agents matrix.”
Note: To enable Andrew Engel to see all the reporting agents of the other supervisor configured on server ptorc00j, click the check box beside Liz Matthews’ name. This way, Andrew Engel can act as the associated supervisor for her agents. For more information, see “Supervisors and associated supervisors” below.
Supervisors and associated supervisors You assign agents directly to a supervisor who has the primary responsibility for them. In the Symposium Call Center Server client, when this primary supervisor is unavailable, an associated supervisor provides backup by monitoring the agents in the real-time displays and historical reports. In Symposium Web Client, the concept of an associated supervisor differs slightly from the Symposium Call Center Server client. Instead of designating associated supervisors, you can use two features—partitions or the supervisor/ reporting agents feature—to share supervisors’ agents with other supervisors who can monitor their agents in their absence. 886
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Note: In most cases, the supervisor/reporting agent feature only works in conjunction with a partition. If you do not assign a partition to the user, but only a supervisor/reporting agent combination, then the user sees all agent data. Private agent real-time displays and agent map displays are the exception to this rule. For details, see Appendix G, “Supervisor/reporting agents matrix.” While partitions enable you to assign specific agents to a Web Client user on a per server basis, the supervisor/reporting agents feature enables you to assign all of a supervisor’s reporting agents to Web Client user on a per server basis. Partitions are useful, therefore, for assigning associated agents (some of a supervisor’s agents to another supervisor), while the supervisor/reporting agents feature is useful for assigning all of a supervisor’s reporting agents. You can use partitions alone, or a combination of both features, to control the agent data that Web Client users can see. Example The company Best Air has two sales departments, Europe and Canada. The two corresponding supervisors for each department are Andrew Engel and Liz Matthews. The administrator creates two partitions for the call center, one for each supervisor. Each partition contains all the associated agents for each supervisor, plus the required skillsets, CDNs, DNIS, applications, and report groups. The administrator also assigns a supervisor/reporting agent combination to each supervisor, enabling them to automatically view all their own reporting agents. In this example, supervisor Andrew Engel has five agents reporting directly to him. These agents are assigned to him in Contact Center Management, and are assigned to his Web Client user profile through the supervisor/reporting agents feature in Access and Partition Management. The partition assigned to him includes seven of the ten agents who report directly to Liz Matthews, making Andrew the associated supervisor for these seven agents. When Liz is unavailable, Andrew can monitor these seven agents in the real-time displays, historical reports, and Contact Center Management, in addition to his own reporting agents. Result in Real-Time Reporting In Real-Time Reporting, Andrew can create and use filters to specify the partitioned agents he wants to see in the private agent real-time displays—in this case, Liz’s agents (Andrew’s associated agents). He can also assign his supervisor/reporting agent combination to these real-time displays so he can see Planning, Installation, and Administration Guide
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his reporting agents. He can assign only a filter, only the supervisor/reporting agent combination, or both (if he wants to see all 12 agents in the display). For more information, see “Partitions and supervisor/reporting agent combinations in Real-Time Reporting” on page 889. Result in Historical Reporting In Historical Reporting, Andrew can use the selection criteria to specify the agents he wants to include in reports. Result in Contact Center Management Andrew sees all the agents included in the partition assigned to him (his associated agents) and the agents included in the supervisor/reporting agent combination assigned to him (his reporting agents) in the windows to which he has been given access. For more information, see “Partitions and supervisor/ reporting agent combinations in Contact Center Management” on page 892. Note: To make Andrew Engel the associated supervisor for all of Liz’s reporting agents, instead of manually adding all the agents to a partition and assigning the partition to Andrew, use the supervisor/reporting agents feature to link Liz Matthews’ profile with Andrew’s Web Client user profile. For more information, see “Agent partitions and supervisor/reporting agent combinations” on page 865.
Partitions and supervisor/reporting agent combinations in Symposium Web Client components When you assign partitions and supervisor/reporting agent combinations to a Web Client user, the agent data appears in different ways in Real-Time Reporting, Historical Reporting, and Contact Center Management. Note: For a detailed listing of how the supervisor/reporting agents feature works in conjunction with partitions in each of the Symposium Web Client components (Real-Time and Historical Reporting and Contact Center Management), see Appendix G, “Supervisor/reporting agents matrix.”
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Partitions and supervisor/reporting agent combinations in RealTime Reporting Partitions and the supervisor/reporting agents feature behave differently in RealTime Reporting, based on the type of display the user opens, and whether the user assigns a supervisor/reporting agent combination or a filter to the display (or, in some cases, both). For a complete listing of how partitions and supervisor/ reporting agent combinations affect each type of display, see Appendix G, “Supervisor/reporting agents matrix.” Filters When you assign a Real-Time Reporting user a partition, the user can decide which data he or she wants to see by creating a filter containing the desired data and assigning the filter to the private real-time displays. Supervisor/reporting agent combinations Just as the user can assign a filter to a private display so that he or she sees only the filtered information in the display, so too can the user assign a supervisor/ reporting agent combination to view all the applicable reporting agents in the agent display. Both the filters the user has created and the supervisor/reporting agent combinations assigned to the user appear on the Filters tab in Real-Time Reporting. The user can assign a filter, a supervisor/reporting agent combination, or sometimes both, to a display. For more information on RealTime Reporting, see Chapter 3 in the Symposium Call Center Web Client Supervisor’s Reference Guide. This section outlines the differences in the following three types of displays:
standard real-time displays Since users cannot apply either filters or supervisor/reporting agent combinations to standard displays, only partitioned data is shown in this type of display. If you do not assign a partition to a user, therefore, the user sees all data in the standard displays. If the partition contains no agents, then the user sees no agent data in the display, regardless of whether you have assigned a supervisor/reporting agent combination to the user. private agent real-time displays If you assign the user a partition, then the user can choose the data he or she wants to see in the display by creating a custom filter and assigning it to the display. If you assign the user a supervisor/reporting agent combination (in Access and Partition Management), the user can also assign the combination to the display to
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view the corresponding reporting agents. The user can assign a filter, a supervisor/reporting agent combination, or both, to the display.
agent map graphical displays Agent map graphical displays are similar to private agent real-time displays, except users must assign either a filter or a supervisor/reporting agent combination to the display, but cannot assign both at the same time.
The following table summarizes all scenarios and the results in Real-Time Reporting. Since supervisor/reporting agent combinations are applicable only to private agent real-time displays and to agent map graphical displays, this example focuses on these two types of displays. In this example, it is assumed that you have assigned the user a partition containing agents and the supervisor/reporting agent combination containing all the user’s reporting agents. For a more detailed look at the results of supervisor/ reporting agents combinations and partitions in Real-Time Reporting, see Appendix G, “Supervisor/reporting agents matrix.” Type of display
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User assigns this to the display
What the user sees in the display
Standard real-time Users cannot assign filters display or supervisor/reporting agent combinations to standard displays.
Only the agents (and any other data) included in the partitions assigned to the user. Supervisor/reporting agent combinations are not applicable to standard realtime displays and, therefore, the agents included in these combinations do not appear.
Private agent real- The user does not assign time display anything to the display (neither a filter containing partitioned agents, nor a supervisor/reporting agent combination).
All the agents in the user’s partition. The agents in the supervisor/reporting agent combination do not appear.
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User assigns this to the display
Private agent real- The user assigns a filter time display containing a subset of their partitioned agents, but does not assign a supervisor/ reporting agent combination.
What the user sees in the display
Only the partitioned agents that the user has added to the filter, not the reporting agents from the supervisor/ reporting agent combination.
The user assigns a Only the user’s reporting supervisor/reporting agent agents. combination, but does not assign a filter containing partitioned agents. The user assigns both a supervisor/reporting agent combination, and a filter containing partitioned agents. Agent map The user assigns a filter graphical display* containing some of his or her partitioned agents.
All the user’s reporting agents, plus any partitioned agents that the user has added to the filter. Only the agents included in the filter, none of the agents in the supervisor/ reporting agent combination.
The user assigns a Only the user’s reporting supervisor/reporting agent agents, none of the agents combination. in the partition assigned to the user. *The user must assign either a filter containing some of his or her partitioned agents or a supervisor/reporting agent combination to an agent map graphical display; the user must assign one of these to launch the display, but cannot assign both at the same time.
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Partitions and supervisor/reporting agent combinations in Historical Reporting In Historical Reporting, the Available tables in the Selection Criteria area contain all data included in the partitions and supervisor/reporting agent combinations assigned to the user. If you do not assign the user a partition, then the user sees all agent data in these tables, regardless of whether you have assigned the user a supervisor/reporting agent combination. The agents in the supervisor/reporting agent combinations assigned to the user appear individually in the Available table in the Selection Criteria area, and are not grouped under the supervisor’s name (as on the Filters tab in Real-Time Reporting). Each type of data is included in a filter (for example, an Agent Name filter, or an Agent Login ID filter). The available filters depend on the type of statistics included in the report. For example, the Agent Performance report may contain two filters—Agent Name and Agent Login ID. When the user clicks the Available heading, then all agents included in the partitions and supervisor/ reporting agent combinations assigned to the user (on the selected server), and their login IDs appear in the Available table. For more information on Historical Reporting, see Chapter 4 in the Symposium Call Center Web Client Supervisor’s Reference Guide. For a more detailed look at the results of supervisor/reporting agents combinations and partitions in Historical Reporting, see Appendix G, “Supervisor/reporting agents matrix.” Partitions and supervisor/reporting agent combinations in Contact Center Management Normally, users whose access class enables them to work only with assignments are supervisors. These users can only create ad hoc agent to supervisor and agent to skillset assignments; they cannot add, edit, create, or delete users, or schedule assignments. Users who can perform all functions in Contact Center Management have administrator privileges in this component. Users with administrator privileges usually need to see all supervisors and agents in Contact Center Management so they can perform their required duties, such as editing and deleting user profiles, and creating and scheduling assignments. The best way to ensure that these users always see all agents is to not assign a partition to them.
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Note: If you only assign the user a supervisor/reporting agent combination and not a partition, then the user still sees all agents. Once you assign the user a partition containing agents, or a partition and a supervisor/reporting agent combination, then the user sees only the agents assigned to him or her. Contact Center Management differs from Real-Time and Historical Reporting in that users require access class privileges to use this component. Not only can the access class restrict the actions the user can perform, but if you assign a user an access class containing the Use Agent & Skillset Partitions in CCM access level, then you restrict this user to seeing only their partitioned skillsets in Contact Center Management (in addition to their partitioned agents). If you do not assign this access level, then users can see all configured skillsets in the windows to which they have access in Contact Center Management. Since most supervisors are restricted to viewing specific data in the call center, Symposium Web Client administrators usually assign partitions containing this data to them. As an added way of controlling the data that supervisors can see, administrators can also assign supervisor/reporting agent combinations to them. The following table summarizes the effect that agent and skillset partitions and supervisor/reporting agent combinations have on Contact Center Management. For a more detailed look at the results of supervisor/reporting agent combinations and partitions in Contact Center Management, see Appendix G, “Supervisor/reporting agents matrix.” IF
THEN the user sees
you do not assign the user a partition or everything, all agent and skillset data a supervisor/reporting agent regardless of whether you assign the combination Use Agent & Skillset Partitions in CCM access level you assign the user a partition no agent data containing no agents, and do not assign a supervisor/reporting agent combination you do not assign the user a partition, but you assign the user a supervisor/ reporting agent combination
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THEN the user sees
you assign the user a partition only the agents in the supervisor/ containing no agents, and a supervisor/ reporting agent combination reporting agent combination you assign a partition containing no skillsets, just the agents included in agents, but no skillsets, and you assign the partition the Use Agent & Skillset Partitions in CCM access level you assign a partition containing skillsets, but no agents, and no supervisor/reporting agent combination, and you assign the Use Agent & Skillset Partitions in CCM access level
the skillsets in the partition, but no agent data (the user cannot work with agents)
you assign a partition containing skillsets, but no agents, and a supervisor/reporting agent combination, and you assign the Use Agent & Skillset Partitions in CCM access level
the skillsets in the partition, and the agents in the supervisor/reporting agent combination
you assign the user a partition containing agents and a supervisor/ reporting agent combination
the agents included in the partition and the agents in the supervisor/reporting agent combination
Sample task flow for configuring Web Client users In this example, your call center contains three supervisors on the Toronto server: John, Sheila, and Cathy. Each supervisor has 10 reporting agents. You assign a combination of partitions and supervisor/reporting agents to arrange the following scenario:
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Each supervisor can automatically see all 10 of their reporting agents in the real-time displays, historical reports, and in Contact Center Management (assuming they have access to these components).
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In addition to his own 10 agents, John can see 5 of Cathy’s agents so he can manage them when she is on break. In addition to her own 10 agents, Sheila can see the remaining 5 of Cathy’s agents so she can manage them when Cathy is on break.
The following table summarizes this scenario: Supervisor
John Sheila Cathy
Agents the supervisor can see in Symposium Web Client
his 10 reporting agents
5 of Cathy’s agents
her 10 reporting agents
the other 5 of Cathy’s agents
her 10 reporting agents
High-level task flow The following table gives a high-level overview of the steps you need to perform to arrange the scenario listed in this example. For detailed procedures, see the online Help included with the application. Perform this step
in this component
1. Create the Symposium Call Center Contact Center Management Server user profiles for the 3 supervisors, John, Cathy, and Sheila. 2. Create the Symposium Call Center Contact Center Management Server user profiles for the 30 agents, assigning the appropriate 10 agents to each of the 3 supervisors created in step 1. 3. Create any custom report groups that the supervisors require to share customized report templates.
Access and Partition Management ➝ Report Groups
Note: If the supervisors do not need to share customized reports, then you do not have to create report groups.
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Perform this step
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4. Only if the supervisors need to work in Access and Partition Contact Center Management, create the Management ➝ Access Classes access classes that they will need to perform their duties in this component. Note: Access classes are only required to work in Configuration, Scripting, and Contact Center Management. If the supervisors require access to Contact Center Management, then you must create an access class including CCM access, Agent to Supervisor Assignment access or Skillset Assignment access on at least one server. You can also ensure that users only see their partitioned skillsets in Contact Center Management by using the Use Agent & Skillset Partitions in CCM access level. If you do not use this access level, then users automatically see all configured skillsets in Contact Center Management. To enable the supervisors to work only with ad hoc assignments in this component, then assign the Ad Hoc Assignments access level for the appropriate type of assignment; the Schedule Assignments access level gives the user access to the assignments view where users can save and schedule assignments.
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Access and Partition 5. Create partitions for the supervisors, Management ➝ Partitions specifying the agents, applications, skillsets, CDNs, DNISs, and report groups that belong in each partition. For this example, create
partition A, containing the 5 agents of Cathy’s that John will monitor in her absence (along with all the required skillsets, and any applications, CDNs, DNISs and report groups that John needs to view) partition B, containing the remaining 5 agents of Cathy’s that Sheila will monitor in Cathy’s absence (along with all the required skillsets, and any applications, CDNs, DNISs and report groups that Sheila needs to view) partition C, containing the applications, CDNs, DNISs, and report groups that Cathy needs to view
6. Create the Web Client user profiles for Access and Partition each of the three supervisors. Management ➝ Users Access and Partition 7. Assign each Web Client user basic access rights to the components they need Management to use. Note: Typical supervisors require basic access to Real-Time and Historical Reporting, Contact Center Management, and Emergency Help.
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Perform this step
in this component
8. Assign each Web Client user the appropriate supervisor/reporting agent combination, enabling the user to automatically see all his or her reporting agents. For more information, see the “Supervisor/reporting agents feature” on page 883.
Access and Partition Management ➝ Users ➝ Supervisors tab
Note: In this example, you assign John’s supervisor profile (and all his reporting agents) to John’s Web Client user profile. Perform the same procedure for both Sheila and Cathy. 9. Assign each Web Client user the appropriate access class.
Access and Partition Management ➝ Users ➝ Access Classes tab
10. Assign each Web Client user the Access and Partition appropriate partition. In this example, you Management ➝ Users ➝ assign to John’s Web Client user profile Partitions tab partition A, containing the 5 agents of Cathy’s that he needs to monitor in her absence (along with the appropriate skillsets, applications, CDNs, DNISs, and report groups). You assign partition B to Sheila and partition C to Cathy. Note: If you assign Cathy new agents that you want John or Sheila to monitor in Cathy’s absence, then you must update the partitions assigned to John and Sheila to include the new agents. Alternatively, to enable John or Sheila to automatically view all Cathy’s agents, assign Cathy’s supervisor profile (and all her reporting agents) to John’s and Sheila’s Web Client user profiles.
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Perform this step
in this component
11. Click Submit after configuring each user profile.
Access and Partition Management
Result: When John, Sheila, and Cathy open Symposium Web Client, they can
log on and use the components to which you have given them basic access perform the functions their access class enables them to do in Contact Center Management (assuming they have basic access to this component) see all their own reporting agents see the additional agents and the data included in the partitions assigned to them
For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Section E: Historical Reporting
In this section Importing filter sets
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Importing filter sets Introduction In the Historical Reporting component of Symposium Web Client, users can specify the applications, DNISs, routes, and skillsets that they want to see in both standard and private network-consolidated historical reports by creating filter sets. Users can choose from among those items included in the partitions assigned to them. They can select multiple resource items across multiple sites in the network and save them in one filter set. When these users connect to a Network Control Center server and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites, and any available filter sets that they have defined and saved. Note: This option is available to users only if you have assigned a partition to them. Users who do not have partitions assigned to them cannot create filter sets in Historical Reporting.
Filter sets and the Symposium Call Center Server classic client Users of the Symposium Call Center Server classic client can also create filter sets. However, each of these classic client filter sets contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names. You can use the Symposium Web Client filter sets importing utility to import filter sets into Symposium Web Client that have been created and saved in the Symposium Call Center Server classic client. While each of the classic client filter sets contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names—users can add different types of data to these filter sets after you import them by using the filter sets tabs in Historical Reporting.
Limitations The following limitations and conditions apply when you use the filter sets importing utility:
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When you import filter sets, they are available to all users who have the appropriate access classes and partitions assigned to them; beyond this restriction, you cannot import filter sets for specific users. Before you import a filter set, all the data elements included in it must be in the partitions assigned to the users who will use the filter set. You cannot import a filter set, and then add its data elements to the user’s partition. In this case, the user will not be able to access the filter set data elements. Before you import a filter set, you must also assign these users an access class that contains at least Read Only access to all the elements that it contains (in other words, access to DNISs, Routes, CDNs, or Scripts, or all of these, if applicable). You cannot import into Symposium Web Client filter sets with names that contain special characters. You cannot import into Symposium Web Client filter sets with names that are the same as existing Symposium Web Client filter sets.
To import filter sets 1
On the Network Control Center server, browse to the following folder: D:\Nortel\FilterSets
2
In this folder, copy the file RptSets.mdb.
3
On the application server, paste this file into the location of your choice.
4
On the application server, browse to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\dll\ where C is the drive on which you installed Symposium Web Client.
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In this folder, double-click the file RptSets.exe. Result: The RptSets utility opens.
6
In the box, type the path to the RptSets.mdb file that you copied to the application server in step 3 (or click the button beside the box to browse to this file).
7
Click Save Data. Result: After the utility has finished retrieving filter set data from the database file, it creates the filter sets in Symposium Web Client. When it is finished, a message appears on the utility window, as shown in the following graphic:
8
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When users open the filter sets component of Historical Reporting, the filter sets that you have imported appear in the tree in the left pane. Users can click a filter set name to view and edit the filter set. For details on working with filter sets, see the Symposium Web Client online Help.
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Section F: Audit Trail
In this section Overview
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Overview Introduction Audit Trail allows you to view the most recent actions that users have performed in Symposium Web Client’s Configuration component and in the automated assignments feature of Contact Center Management. You can view these changes in a log, and identify which user made the changes. Note: Audit Trail does not track any changes made on the Symposium Call Center Server client.
Accessing Audit Trail You can access Audit Trail by clicking Audit Trail on the Symposium Web Client launchpad. Audit Trail Log window
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You can configure the total number of events that Audit Trail stores by clicking Administration on the toolbar. You can store up to 10 000 events in the database; however, the more events you choose to store, the longer the system takes to retrieve the event information and display it online.
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Monitored resources Audit Trail monitors any additions, modifications, or deletions that a user makes to the following resources:
call presentation classes
formulas
activity codes
CDNs
DNISs
IVR ACD-DNs
phonesets and voice ports
route numbers
skillsets
threshold templates
Audit Trail also monitors any modifications that a user makes to the following resources:
network historical statistics configuration
global settings
historical statistics configuration
networking communication parameters
real-time statistics configuration
Audit Trail also monitors whether agent to skillset and agent to supervisor assignments were created successfully using the automated assignments feature. For one of these assignments to be successful, you must create an XML file that meets specific criteria, and the file must be parsed by the automated assignments utility on the application server. Audit Trail records both successful and failed assignments. For more information on this feature, see “Using the XML automated assignments feature” on page 841.
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Note: Audit Trail does not record changes made using Symposium Call Center Server client PCs, nor does it record the success or failure of assignments created in the Contact Center Management component.
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Section G: Scripting
In this section Overview
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Viewing scripts
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Creating and editing scripts
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Validating your script
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Displaying script variables and parameters
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Viewing, editing, and assigning application threshold classes
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Working with sample scripts
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Checking variables for referencing scripts
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Overview The Scripting component of Symposium Web Client enables you to write scripts that determine the sequence of steps a call follows once it enters the system. These steps can include call treatment, such as music or ringback, skill-based routing, and IVR. While working in the Scripting component, you can perform the following procedures (provided that a user with administrator privileges has given you the appropriate access privileges):
View existing scripts.
Create and edit scripts.
Validate scripts.
Display all script variables and corresponding parameters.
View, edit, and assign application threshold classes.
Note: If you need to perform one of the above actions, but cannot access the necessary Scripting component, request that your administrator review your access class privileges. He or she may need to update your Scripting access privileges. For more information on Scripting access classes, see the online Help. This section provides you with a high-level overview of the Scripting component. For detailed step-by-step procedures, see the online Help in the Symposium Web Client application.
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Viewing scripts You can view a list of the existing scripts for a specific server in Symposium Call Center Server. On the system tree, double-click the server in Symposium Call Center Server to expand the tree, and then click Script Manager. Script Manager window
You can display and edit any of the scripts in this window by double-clicking the script that you want to see. The script opens in the Script Editor window where you can modify the call routing instructions.
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Creating and editing scripts In the Script Manager window, you can click File ➝ New to create a new script, or double-click an existing script to edit it in the Script Editor window. You can make changes to activated scripts, and to scripts that are validated but not activated. Script Editor window
Note: While writing or editing a script in the Script Manager window, you can click View ➝ Script Commands to launch the Script Command Reference window, which allows you to insert script elements, such as commands, operators, events, intrinsics, and variables. Once you make your changes to a script, click File ➝ Save to save a validated (inactive) script, and File ➝ Activate to save and activate your changes to an active script. If you are saving a new script, click File ➝ Save, and assign a unique name to your script. Script names can contain a maximum of 30 Englishonly characters. 916
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scripts cannot exceed 30 000 characters. An error message appears if you exceed either of these limits.
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Validating your script You can set the validation options so that the application informs you when you are breaking scriptwriting rules. The rules are designed to eliminate run-time errors that result in improper routing of calls in Symposium Call Center Server. In the Script Editor window, click View ➝ Validation Options to display the Validation Options window. Validation Options window
You can configure validation options to enforce scriptwriting rules automatically after a script has been successfully validated, or before an activated script is edited and then reactivated. You can also configure validation options to display warning messages.
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Displaying script variables and parameters When you click Script Variables on the system tree, the Script Variables tree appears, displaying all variables configured on the server. To view a specific script variable, click the variable on the tree. The variable appears in the Script Variables window. The parameters of the variable appear in the boxes at the bottom of the window. Script Variables window
Script variables, like variables used in any programming language, represent a value. You can define a script variable in the Script Variables window and use it in more than one script. When you change a variable in the Script Variables window, all occurrences of that variable are also changed.
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Before you create script variables, all system resources, such as RAN routes, music routes, voice ports, CDNs, IVR-DNs, and call treatments must be set up. In addition, all skillsets and agents must be configured on the selected server. And finally, if you plan to create voice segment variables, all of the voice segments must be created.
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Viewing, editing, and assigning application threshold classes You can view and edit threshold classes, and assign them to applications in the Scripting component. However, to create new threshold classes or to delete threshold classes, you must use the Threshold Classes window in the Configuration component. Applications are used for reporting purposes. For the Master script and each activated primary script called by the Master script, the system automatically creates an application with the same name as the script. Note: There are no scripts associated with the ACD_DN application or the NACD_DN application. Application Thresholds window
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To view, edit, or assign application thresholds, click the Application Thresholds icon under the appropriate server on the system tree. From the list of applications in the left pane of the window, select the application for which you want to view thresholds. In the right pane, from the drop-down list, select the threshold class. You can make the changes in the table that appears below the drop-down list. Note: For the new threshold values to take effect, you must click the Enabled check box beside the application threshold. Applications track information about calls, call types, and conditions in the call center. Call center managers and supervisors can view this information by using real-time displays or by running reports against the applications. You can assign thresholds to applications by creating application threshold classes in the Threshold Classes window of the Configuration component, and then applying that threshold class to the application. For a complete list of application thresholds, see the Symposium Call Center Server Administrator’s Guide.
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Working with sample scripts Introduction When you install Symposium Web Client on the application server, it automatically installs sample scripts within the following default location: c:\Program Files\Nortel Networks\WClient\Server\SampleScripts where c: is the drive on which you installed Symposium Web Client. To use these sample scripts, you must perform the following procedure:
Import the sample scripts that you want to use from the application server into Symposium Web Client by using the Import command in the Scripting component. The Import command adds the text of the imported script to any text in the current script.
ATTENTION
For detailed information on sample scripts, see the Nortel Networks Symposium Call Center Server Scripting Guide.
Note: The variables used in the sample scripts are examples only. If you use a sample script that contains variables, you must create and define the variables on your system. Before you begin using sample scripts, verify the following:
All system resources, such as RAN routes, music routes, voice ports, call treatments, DNs, and IVR DNs are set up.
All variables, agents, and skillsets are created.
All voice segments for voice prompts are created.
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To import sample scripts into Symposium Web Client To use the sample scripts in Symposium Web Client, you can import them into either an existing script or a new script in the Scripting component. The Import command adds the text of the imported sample script at the end of any text in the current script. 1
You can import a sample script in Symposium Web Client into two different types of scripts: a. To import a sample script into an existing script, in the Script Manager, double-click the script into which you want to import the sample script. Result: The script opens in the Script Editor. b. To import a sample script into a new, blank script, in the Script Manager, click File ➝ New. Result: The Script Editor opens with a blank starting page.
2
In the Script Editor, click File ➝ Import. Result: The Open dialog box appears.
3
From the Look in drop-down list, navigate to the sample scripts on the application server. The default location is c:\Program Files\Nortel Networks\WClient\Server, where c: is the drive on which you installed Symposium Web Client.
4
Select the sample script that you want to import.
5
Click Open. Result: The system adds the text of the sample script to the end of the current script.
ATTENTION
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The script that you import may contain references to variables. Variables are not imported with the script. You must define the variables on your system.
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Checking variables for referencing scripts Introduction You can use this procedure to check whether a variable is referenced by any active scripts. If a script variable is referenced by any active scripts, you cannot change its properties (except for its value), rename it, or delete it.
To check variables for referencing scripts On the system tree, right-click the variable that you want to check. Result: If the variable is referenced in any activated scripts, then the system lists the script names in a pop-up box. If the box does not appear, then the variable is not referenced in any activated scripts.
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Section H: Tips for optimum server performance
In this section Tips for optimum server performance
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Tips for optimum server performance Introduction To help you maximize the performance of the application server, Nortel Networks recommends that you follow the configuration and operation tips listed in this section when administering your server and working in Symposium Web Client. These tips are broken down by Symposium Web Client component. Based on the component, the tip is applicable to either the administrator or the supervisor. For example, the Historical Reporting and Real-Time Reporting components are most often used by supervisors. Therefore, administrators must inform supervisors who use these components of the tips listed below for each component.
Access and Partition Management tips The following tips relate to Access and Partition Management and are, therefore, applicable to administrators:
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When you configure partitions, ensure that they contain only the required data. For example, do not add all agents on a server if you really only require 20 agents. Whenever possible, assign users supervisor/reporting agent combinations so they always see the most up-to-date list of agents. Partitions containing agents must be manually updated as changes occur. When creating partitions, try to create multiple partitions rather than including too much data in one partition. Also, when creating multiple partitions, try not to repeat data across the partitions. For example, when including agents in user’s partitions, if there are many agents, try to include subsets of them in several partitions, rather than repeating the whole group of agents in many partitions. When assigning partitions, try to limit the number of users to whom you assign them to only those who need to see this data. Remove Web Client user profiles when they are no longer required.
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Real-Time Reporting tips The following tips relate to Real-Time Reporting and are, therefore, applicable to supervisors who use this component. Nortel Networks recommends that administrators inform these supervisors of the following tips to ensure optimum performance:
Remove any real-time filters that are no longer required; keep only those filters that are used on a regular basis. When creating real-time filters, limit the data to only that which you need to see in your real-time reports. Limit the number of agents shown in agent map displays. This can be done in two ways: Administrators can limit the number of agents that a supervisor can see by assigning partitions containing only these agents to the supervisors. When supervisors are creating filters for their displays, they should choose only those agents who they need to see in the agent map display.
Historical Reporting tips The following tip relates to Historical Reporting and, therefore, is applicable to supervisors who use this component. Nortel Networks recommends that administrators inform these supervisors of the following tip to ensure optimum performance:
Reuse configured Historical Reports with saved selection criteria elements, rather than reconfiguring and saving a new report each time. Supervisors can still update the saved report with a new name, and can remove selection criteria elements as required. When supervisors click a standard report, save it as private, and configure the selection criteria, it consumes more system resources to display all available selection criteria elements, rather than just the subset that is included with a saved report.
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Chapter 9
Maintaining Symposium Web Client In this chapter Overview
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Section A: Backing up and restoring data in Windows 2000
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Section B: Backing up and restoring data in Windows 2003
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Section C: Uninstalling application server software
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Overview Introduction You can help your call center to recover from events, such as data loss and damage due to disk failures and power outages, by creating a backup of your call center data. This applies to both data on the Symposium Web Client application server and on the server in Symposium Call Center Server.
When to back up Symposium Web Client data Nortel Networks recommends that you back up your call center data at least once a day (or more frequently, based on your call center requirements). At minimum, to ensure that Symposium Web Client data and Symposium Call Center Server data is synchronized, and to ensure the proper functionality of Symposium Web Client, it is imperative that each time you back up the Symposium Call Center Server database, you must perform a backup of the application server at the same time. Likewise, you must restore the Symposium Web Client application server and the Symposium Call Center Server database at the same time. However, note that you can back up the application server on its own as often as required, without needing to back up Symposium Call Center Server at the same time. Note: You can schedule Symposium Web Client backups to run on an ongoing basis using the Windows backup tools.
Why you need to back up data Backups can help you in the following scenarios:
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When you upgrade to newer versions of Symposium Web Client, perform a backup just before upgrading so you can revert back to the previous version of the software, if necessary. You can use backups when you want to roll back erroneous data.
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You can use data backups of your application server to help your call center to recover from catastrophic events (such as data loss and damage due to disk failures and power outages).
Which data is backed up When planning your backup strategy, it is useful to know which data is stored on the Symposium Web Client application server and which data is stored on the server in Symposium Call Center Server.
Symposium Call Center Server data includes agents, supervisors, skillsets and all their related assignments (accessed through Contact Center Management) CDNs, DNISs and all the other data items (accessed through the Configuration component) Symposium Web Client data includes schedule information for historical reports partitions, access classes, report groups, and the Web Client users real-time display configuration data and real-time display filters private historical reports Contact Center Management scheduled assignment information
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Section A: Backing up and restoring data in Windows 2000
In this section Backing up Symposium Web Client data in Windows 2000 Server
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Backing up Symposium Web Client data in Windows 2000 Server Introduction When you install Symposium Web Client on an application server that is running Windows 2000 Server, it makes use of Active Directory and other data files to store user data. Therefore, you need to back up both Active Directory and the data files listed below. In addition, during the backup, you must ensure that no data is changed between backing up Active Directory and the data files. It is recommended, therefore, that you perform backups during periods of low activity.
Backing up Symposium Web Client Active Directory data (Windows 2000 Server) Symposium Web Client stores Access and Partition Management data and some Historical Reporting and Real-Time Reporting data in Active Directory. You must back up this data regularly. To back up this data, Microsoft provides a Windows 2000 backup utility called Microsoft Windows Backup Tool. This tool performs the Active Directory backup as part of the System State data backup. In addition to Active Directory data, System State data includes interdependent items, such as the registry, system startup files, the class registration database, certificate services database, file replication service, cluster service, and the domain name service. You have two options when performing an Active Directory backup:
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Microsoft Windows Backup Wizard To perform an Active Directory backup using the Microsoft Windows Backup Wizard, follow the five steps listed in “To back up the Server with the Backup Wizard,” which can be found in Microsoft’s “HOW TO: Back Up Windows 2000 System Files with the Backup Program in Windows 2000” article in the Windows 2000 Server documentation. As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/view/ tn.asp?kb=301254. Symposium Call Center Web Client
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Microsoft Windows Backup Tool graphical user interface You can also back up Active Directory by using the Microsoft Windows Backup Tool graphical user interface. To do so, follow the steps listed in “To Back Up the System State (Including Registry Settings),” which can be found in Microsoft’s “HOW TO: Back Up Windows 2000 System Files with the Backup Program in Windows 2000” article in the Windows 2000 Server documentation. As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/view/tn.asp?kb=301254.
You may also want to consult the Microsoft documentation for other backup strategies. One important point to consider when choosing a backup utility is that it must allow you to back up both System State data (which includes Active Directory data and registry information) and other files stored in the operating system. If you want to be able to schedule backups, then you must ensure that your backup tool enables you to back up all these types of files without requiring you to manually copy any of them. Choose the strategy that is most appropriate for your organization. Note: Nortel Networks has also tested the Veritas Backup Exec 9.1 tool, which can be used instead of the Microsoft Windows Backup Tool to back up Active Directory data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization.
Backing up Symposium Web Client data files (Windows 2000 Server) In addition to storing user data in Active Directory, Symposium Web Client stores other user information in various data files, which also must be backed up. The types of files that you must back up include the following:
historical report data
real-time display snapshots
Emergency Help snapshots
schedule data
There are two options for backing up these files:
Manually copying files The first option is to manually copy the files to a secure storage location, such as a tape drive or a safe network drive.
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Windows Backup Tool The second option is to use the Windows Backup Tool to back up the Symposium Web Client data files and the System State data. However, you can only use this method when the version of Symposium Web Client to which you are restoring data is the same as the version of Symposium Web Client from which you backed up the data.
Manually copying files Back up the files in the folders listed below to a secure storage location (for example, a tape drive or a safe network drive):
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML
where C: is the drive on which Symposium Web Client is installed. In addition to the files listed above, you must also back up any files that you have saved on the application server for Symposium Web Client operations, such as custom report templates, Historical Reporting output files, or snapshots of real-time displays and emergency help panels. The locations of these files are decided by the user. The default paths are listed below:
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Real-time display snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\Exports where C: is the drive on which Symposium Web Client is installed. Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports where C: is the drive on which Symposium Web Client is installed.
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Backing up data using the Windows Backup Tool (Windows 2000 Server) You can back up the Symposium Web Client data files, as well as the Symposium Web Client Active Directory data using the Windows Backup Tool. To do so, you must back up the Symposium Web Client files listed in the folders in the preceding section, in addition to the System State data. Note: You can only use this method when the version of Symposium Web Client to which you are restoring data is the same as the version of Symposium Web Client from which you backed up the data.
To use this method, follow the steps listed in “To Back Up the System State (Including Registry Settings),” which can be found in Microsoft’s “HOW TO: Back Up Windows 2000 System Files with the Backup Program in Windows 2000” article in the Windows 2000 Server documentation. As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/view/tn.asp?kb=301254.
When following this procedure, in step 2 you must also select the following directories:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML where C: is the drive on which Symposium Web Client is installed the directories where you have stored the following types of files (if not under the folder specified in the previous bullet): historical report output files custom report templates real-time display snapshots Emergency Help snapshots
Notes:
Real-time display snapshots are stored as HTML files in the following default path:
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C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\Exports where C: is the drive on which you installed Symposium Web Client.
Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports where C: is the drive on which you installed Symposium Web Client.
Scheduling backups (Windows 2000 Server) The Windows Backup Tool has a scheduling component that you can use to schedule automatic backups of data, possibly to run at night when the call center is quiet, or to synchronize Symposium Web Client backups with scheduled Symposium Call Center Server backups. To schedule a backup, follow the procedure outlined above in the section “Backing up data using the Windows Backup Tool (Windows 2000 Server)” on page 939. After specifying the folders required, go to the “Schedule jobs” section of the Windows Backup Tool utility.
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Restoring Symposium Web Client data in Windows 2000 Server Introduction There are several scenarios where it is necessary to restore Symposium Web Client data, including
recovery from a Symposium Web Client application server hardware failure
when Symposium Call Center Server data is being restored
if you are reverting the Symposium Web Client software back to a previous version if you made an error while entering Symposium Web Client data and you need a previous version of the data (Symposium Web Client data is all data excluding configuration data, scripts, and agents and supervisors.)
ATTENTION
When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
Notes:
You must ensure that Active Directory and the data files that you are restoring were backed up at the same time; that is, you must ensure that the Symposium Web Client data did not change between backing up Active Directory and the user data files. Nortel Networks recommends that you perform backups during periods of low activity. You cannot use the application server while restoring data.
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You can use the Windows Backup Tool or a similar tool to restore the System State data. However, the tool you use must be capable of restoring both the Active Directory data (which is included in the System State data), and, if scheduled backups are used, the Symposium Web Client data files that you backed up. The procedure in this section is based on the Windows Backup Tool method of restoring data. You cannot restore a backup image that is older than the tombstone lifetime setting because your backup image may contain objects that have already been deleted and cannot be recovered. The tombstone lifetime is the number of days that a deleted object is maintained before the garbage collection process permanently removes it from Active Directory. The default value is 60 days. For more information, see the article “Backup of the Active Directory Has 60-Day Useful Life (Q216993)” on the Microsoft web site.
Recovery from a Symposium Web Client application server hardware failure (Windows 2000 Server) If the Symposium Web Client application server hardware fails, it may be necessary to restore the data to another server. When restoring data onto a different application server, since you restore the System State data (which includes registry information) from the “source” server, your “target” server inherits attributes, such as the computer name and IP address, and any software that was installed on the source server. This information also resides in the registry. You must ensure that the location of the system root on the target application server is the same as that on the source application server. To restore Active Directory onto a target application server that has a different hardware platform, first note the following:
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The target server must have the same type of hard disk controllers as the source server; that is, it must have either Small Computer System Interface (SCSI) or Integrated Drive Electronics (IDE). The size of the target server hard disk must be at least as large as that of the source server.
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If your target server has a different video adapter or multiple network adapters, then you must uninstall them before you restart the server. The normal Plug-and-Play functionality makes the appropriate updates once you restart the server. To simplify the restore procedure, Nortel Networks recommends that both the source and target application servers support the same number of processors. As a precaution, install on the target server any software that was installed on the source server. Even though the registry holds all software that was installed on the source server, by installing the same software, you reduce the chance of problems occurring when you complete the restore. When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
Restoring Symposium Web Client data (Windows 2000 Server) This section gives you two options for restoring data:
1.
You can use the instructions in this section to back up Symposium Web Client data from one application server and restore the same data to a brand new application server. You can use this procedure to recover from a system failure should your Symposium Web Client application server fail completely (for example, due to hardware problems). You can use the procedure in this section to restore Symposium Web Client data onto the same server from which it was backed up. Use the backup that you have already created. For more information on creating backups, see “Backing up Symposium Web Client data in Windows 2000 Server” on page 936.
Note: Nortel Networks recommends that you perform backups as often as necessary to always have copies of the latest data.
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If you are restoring data onto the same application server from which it was backed up, then skip to step 3. If you are restoring data onto a new application server, follow the installation instructions listed in the installation checklists to install and configure the Windows 2000 Server/ Advanced Server operating system, all required third-party software (such as Microsoft Active Directory and Sybase Open Client), pcAnywhere (if it is installed on the original application server), and Symposium Web Client on your new application server. For details, see Appendix A, “Installation worksheets and checklists.” Restart the server when you are finished installing all the software.
Note: Nortel Networks recommends that you install all software in the same directories as those used on your original application server. 3.
Restore the data from the backup taken earlier. To do this, follow the procedure “To Restore Selected Files from a File or Tape” specified in the “Restoring Data to the Server” section of the Microsoft Windows 2000 Server documentation. As of the date of publication, you can find this documentation at http://support.microsoft.com/view/tn.asp?kb=301254.
Notes:
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When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server. Before you can restore the System State data, you must restart the server in Directory Services Restore Mode. To do so, while the server is starting up, press F8, and then select the Directory Services Restore Mode option. When using the Windows Backup Tool to restore the Symposium Web Client data files, it is very important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you are using the Restore Wizard in the Advanced Options “How To Restore” page. If the application server is the sole domain controller in the domain, an authoritative restore is not required. However, if the application server is Symposium Call Center Web Client
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running in a replication environment, and is not the sole domain controller in the domain, an authoritative restore may be required. For more information on authoritative restoration, see http://support.microsoft.com/ default.aspx?scid=kb;en-us;216243. 4.
If you did not include the Symposium Web Client data files in the backup used in step 3, then restore the Symposium Web Client data files to their original paths. See “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946 for more information. You must perform this step before proceeding to the next step.
5.
If you are restoring data onto the same application server from which it was backed up, delete any scheduled tasks (scheduled historical reports and Contact Center Management assignments) that are no longer required from the Windows Task Scheduler. You can open the Scheduler in Windows 2000 by clicking Start ➝ Programs ➝ Accessories ➝ System Tools ➝ Scheduled Tasks.
6.
Using Symposium Web Client, reactivate any scheduled historical reports and Contact Center Management assignments. To do so, you may need to deactivate the scheduled historical reports first.
After completing this final step, you can now use Symposium Web Client. If you are using a new application server, since it has the same computer name and IP address as the original server, ensure that the two servers are not active on the same network at the same time. Note: If you are restoring data onto a new application server, you may have third-party software applications other than those mentioned in step 2 installed on your original application server. Nortel Networks recommends that you install the same applications on your new application server. For example, if pcAnywhere was installed on the source application server, then you must install pcAnywhere on the target application server. For a complete list of software requirements on the application server, see “Application server software requirements” on page 46. For more details, consult the Microsoft documentation at http://www.microsoft.com/technet/treeview/default.asp?url=/technet/ prodtechnol/ad/windows2000/support/adrecov.asp.
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Restoring Symposium Web Client data files (Windows 2000 Server) If the backup file you used to restore the System State data did not contain the Symposium Web Client data files, then you must copy these data files to the server manually. When restoring data files, ensure that you restore all the backed up files to their original paths, as listed in the previous section on backing up data. For files that you have backed up from the following folders, restore them to the same folders, where C: is the drive on which you installed Symposium Web Client:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML
In addition to the files in the folders listed above, you must also restore any files that you have saved on the application server for Symposium Web Client operations, such as custom report templates, Historical Reporting output files, or snapshots of real-time displays and Emergency Help panels. The locations of these files are decided by the user. The default paths are listed below:
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Real-time display snapshots are stored as HTML files in the following default path, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\Exports Emergency Help snapshots are stored as HTML files in the following default path, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports
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Synchronizing the restoration of Symposium Call Center Server data and Symposium Web Client data (Windows 2000 Server) To prevent synchronization issues, you must restore the Symposium Web Client data whenever you restore the Symposium Call Center Server data. To restore the Symposium Web Client data, follow the procedure outlined in “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. Also, you must ensure that the Symposium Web Client data was backed up at the same time when the Symposium Call Center Server data was backed up. Since Symposium Call Center Server backups may be scheduled to occur automatically when the call center is not busy, and possibly when an administrator is not available, you must ensure that you also schedule Symposium Web Client backups to occur at the same time as these backups. For information on scheduling a Symposium Web Client backup, see “Scheduling backups (Windows 2000 Server)” on page 940. Note: Since the backups must occur at the same time, you must ensure that the time of the servers in question is synchronized when scheduling a backup.
Reverting back to a previous version of Symposium Web Client When reverting back to a previous version of Symposium Web Client, you must restore the Symposium Web Client data that you backed up just before updating the software. This is necessary because different versions of Symposium Web Client may access different structures in Active Directory. Based on the version of the Symposium Web Client software currently installed on the application server and the version of the software to which you want to revert, the series of steps that you must perform changes. See the appropriate procedure in the following table: Version of software currently installed
Version of software to which you want to revert
Symposium Web Client 4.5 SU06 or later
Symposium Web Client 4.5 SU05
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Procedure to perform
See “To revert back to Symposium Web Client 4.5 SU05” on page 948.
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Version of software currently installed
Version of software to which you want to revert
Symposium Web Client 4.5 SU06 or later
Symposium Web Client 4.5 SU04 or earlier
See “To revert back to Symposium Web Client 4.5 SU04 (or earlier) from SU06 (or later)” on page 949.
Symposium Web Client 4.5 SU05
Symposium Web Client 4.5 SU04 (or earlier)
See “To revert back to Symposium Web Client 4.5 SU04 (or earlier) from SU05” on page 950.
Symposium Web Client 4.5 SU02
Symposium Web Client 4.5 (or earlier)
See “To revert back to Symposium Web Client 4.5 (or earlier) from SU02” on page 952.
Procedure to perform
Note: To restore the Symposium Web Client data, follow the procedure outlined in “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. To revert back to Symposium Web Client 4.5 SU05 Perform the procedure in this section if you had already installed Symposium Web Client 4.5 SU05 on the application server, then you updated the software to version SU06 or later, and now you want to return to SU05. When reverting back to Symposium Web Client 4.5 SU05 from version SU06 or later, you can use the Uninstall All feature of the Patch Viewer utility to remove SU06 without affecting any of the existing Symposium Web Client supporting software, such as Sybase Open Client. Note: To successfully uninstall a patch, you must be logged on to the server under the same Administrator account profile with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall
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Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. When reverting back to Symposium Web Client 4.5 SU05, follow these general steps: 1.
Make a complete backup of the server (in the event that you want to perform an upgrade).
2.
Launch the Patch Viewer utility, and then click Uninstall All to remove all patches (SU06 or later) and return the server to SU05. For more information on uninstalling patches, see “To uninstall a Service Update” on page 735.
To revert back to Symposium Web Client 4.5 SU04 (or earlier) from SU06 (or later) Perform the procedure in this section if you have installed Symposium Web Client 4.5 SU06 or later on the application server, and now you want to return to SU04 or earlier. 1.
Make a complete backup of the server (in the event that you want to perform an upgrade).
2.
Uninstall the Symposium Web Client 4.5 software, including the Agent Desktop Displays client software. For details on uninstalling Symposium Web Client, see “To uninstall Symposium Web Client from the application server” on page 980.
Note: When you uninstall Symposium Web Client, the program also uninstalls any patches that you have applied and notifies you that it is removing them. 3.
Uninstall Sybase 12.5. For information on uninstalling the software, see “Uninstalling Sybase Open Client” on page 986.
4.
Reinstall Sybase 12.0. For details on installing Sybase, see “To install Sybase Open Client” on page 123.
5.
Install the version of Symposium Web Client and Agent Desktop Displays client software to which you want to revert, choosing not to preserve customer data.
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Note: Only when you revert back to Agent Desktop Displays Release 4.2 SU08 are there several extra steps that you must perform to work with this software in multiple languages. For details, see “Configuring multiple language support in Agent Desktop Displays Release 4.2 SU08” on page 194. 6.
Restore Active Directory and other user data from the same version of Symposium Web Client to which you are reverting. For more information, see “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. While restoring, perform the following steps: a. Restart the application server in Directory Services Restore Mode by pressing F8 when the server is starting up. b. Restore the system state data using the backup and restore utility of your choice. c. Restart the server in normal mode. d. Restore the data files listed in “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946.
7.
If you had installed a Service Update and have now reverted back to Symposium Web Client 4.5 or any earlier version, then you must manually reconfigure any scheduled tasks in Historical Reporting and Contact Center Management so that they reflect the iceadmin user account that is installed with Symposium Web Client 4.5 (or an earlier version). To do so, insert a Symposium Web Client 4.5 Service Update CD-ROM into the application server, and then navigate to the folder Program Files\Nortel Networks\WClient\Apps\SupportUtil at the root directory of the CD. Then double-click the file ModifyScheduledTasks.exe to run the utility. For details, see “To update scheduled tasks after reverting to a previous version of Symposium Web Client” on page 955.
To revert back to Symposium Web Client 4.5 SU04 (or earlier) from SU05 Perform the procedure in this section if you have installed Symposium Web Client 4.5 SU05 on the application server, and now you want to return to SU04 or earlier.
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1.
Make a complete backup of the server (in the event that you want to perform an upgrade).
2.
Uninstall the Symposium Web Client 4.5 SU05 software, including the Agent Desktop Displays client software. For details on uninstalling Symposium Web Client, see “To uninstall Symposium Web Client from the application server” on page 980.
3.
Uninstall Sybase 12.5. For information on uninstalling the software, see “Uninstalling Sybase Open Client” on page 986.
4.
Reinstall Sybase 12.0. For details on installing Sybase, see “To install Sybase Open Client” on page 123.
5.
Install the version of Symposium Web Client and Agent Desktop Displays client software to which you want to revert, choosing not to preserve customer data.
Note: Only when you revert back to Agent Desktop Displays Release 4.2 SU08 are there several extra steps that you must perform to work with this software in multiple languages. For details, see “Configuring multiple language support in Agent Desktop Displays Release 4.2 SU08” on page 194. 6.
Restore Active Directory and other user data from the same version of Symposium Web Client to which you are reverting. For more information, see “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. While restoring, perform the following steps: a. Restart the application server in Directory Services Restore Mode by pressing F8 when the server is starting up. b. Restore the system state data using the backup and restore utility of your choice. c. Restart the server in normal mode. d. Restore the data files listed in “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946.
7.
If you had installed a Service Update and have now reverted back to Symposium Web Client 4.5 or any earlier version, then you must manually reconfigure any scheduled tasks in Historical Reporting and Contact Center Management so that they reflect the iceadmin user account that is installed with Symposium Web Client 4.5 (or an earlier version). To do so, insert a
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Symposium Web Client 4.5 Service Update CD-ROM into the application server, and then navigate to the folder Program Files\Nortel Networks\WClient\Apps\SupportUtil at the root directory of the CD. Then double-click the file ModifyScheduledTasks.exe to run the utility. For details, see “To update scheduled tasks after reverting to a previous version of Symposium Web Client” on page 955. To revert back to Symposium Web Client 4.5 (or earlier) from SU02 Perform the procedure in this section if you have installed Symposium Web Client 4.5 SU02 on the application server, and now you want to return to Symposium Web Client 4.5 or earlier. 1.
Make a complete backup of the server (in the event that you want to perform an upgrade).
2.
Manually delete the iceadmin user account before proceeding to the next step in the reversion process. For more information, see “To manually delete the iceadmin user account” on page 953.
3.
Uninstall the Symposium Web Client 4.5 SU02 software, including the Agent Desktop Displays client software. For details on uninstalling Symposium Web Client, see “To uninstall Symposium Web Client from the application server” on page 980.
4.
Uninstall Sybase 12.5. For information on uninstalling the software, see “Uninstalling Sybase Open Client” on page 986.
5.
Reinstall Sybase 12.0. For details on installing Sybase, see “To install Sybase Open Client” on page 123.
6.
Install the version of Symposium Web Client and Agent Desktop Displays client software to which you want to revert, choosing not to preserve customer data.
Note: Only when you revert back to Agent Desktop Displays Release 4.2 SU08 are there several extra steps that you must perform to work with this software in multiple languages. For details, see “Configuring multiple language support in Agent Desktop Displays Release 4.2 SU08” on page 194. 7.
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Restore Active Directory and other user data from the same version of Symposium Web Client to which you are reverting. For more information, see “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. While restoring, perform the following steps: Symposium Call Center Web Client
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a. Restart the application server in Directory Services Restore Mode by pressing F8 when the server is starting up. b. Restore the system state data using the backup and restore utility of your choice. c. Restart the server in normal mode. d. Restore the data files listed in “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946. 8.
If you had installed a Service Update and have now reverted back to Symposium Web Client 4.5 or any earlier version, then you must manually reconfigure any scheduled tasks in Historical Reporting and Contact Center Management so that they reflect the iceadmin user account that is installed with Symposium Web Client 4.5 (or an earlier version). To do so, insert a Symposium Web Client 4.5 Service Update CD-ROM into the application server, and then navigate to the folder Program Files\Nortel Networks\WClient\Apps\SupportUtil at the root directory of the CD. Then double-click the file ModifyScheduledTasks.exe to run the utility. For details, see “To update scheduled tasks after reverting to a previous version of Symposium Web Client” on page 955.
To manually delete the iceadmin user account The iceadmin user account is required for proper Symposium Web Client functionality. It is critical, therefore, that you delete this account only under the following circumstances:
Delete this account only when you are reverting back to Symposium Web Client Release 4.5 (or earlier) from Release 4.5 SU02. When performing the reversion process, delete this account before you uninstall Symposium Web Client.
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On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
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In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree, and then click the Users folder.
3
From the list of users in the right pane, locate and right-click the iceadmin user.
4
From the resulting pop-up menu, click Delete. Result: A message box asks you to confirm your choice.
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5
Click Yes.
6
In the Active Directory Users and Computers window, click Console ➝ Exit to close the window.
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To update scheduled tasks after reverting to a previous version of Symposium Web Client If you had installed a Service Update and have now reverted back to Symposium Web Client 4.5 or an earlier version, then the last step in the reversion process is to update all scheduled tasks that you made in Contact Center Management and Historical Reporting so that they reflect the new iceadmin user account installed with the Release 4.5 software. To do so, you can use the automated utility that is provided with Symposium Web Client 4.5 Service Updates. This utility updates the scheduled tasks that are located in the following folders on the application server:
1
all Contact Center Management tasks in the Schedule.mdb file that is located in the directory C:\Program Files\Nortel Networks\WClient\Apps\ Common\Icedb, where C: is the directory in which you installed Symposium Web Client all Historical Reporting tasks in the Schedule.mdb file that is located in the directory C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data, where C: is the directory in which you installed Symposium Web Client Insert a Symposium Web Client 4.5 Service Update CD-ROM into the application server, and then navigate to the following path: Program Files\Nortel Networks\WClient\Apps\SupportUtil
2
Within this folder, double-click the file ModifyScheduledTasks.exe. Result: The utility starts to update your scheduled tasks. When it is finished, the window closes. Note: This utility works only if you have Symposium Web Client 4.5 or earlier installed on the application server. It does not run if you have a later version of the software installed.
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Replication considerations in Windows 2000 Server You cannot use replication as your only backup and restore mechanism since you may need to revert the Symposium Web Client data to synchronize it with a Symposium Call Center Server restoration, or revert to previous versions of Symposium Web Client. You can, however, use replication to help migrate the Symposium Web Client Active Directory data and the structure of the application server from one hardware platform to another. This has an advantage over restoring the System State data in that you do not need to reload hardware drivers (for example, the drivers required for different network interface cards), when the hardware platforms are different. To migrate the Symposium Web Client Active Directory data from one application server to another, see “Restoring Active Directory Through Reinstallation and Replication” within the procedure “Backing Up Active Directory” in the Microsoft Windows 2000 Server documentation. As of the date of publication, you can find this documentation at http://www.microsoft.com/ windows2000/techinfo/reskit/en-us/default.asp?url=/windows2000/techinfo/ reskit/en-us/distrib/dsbh_rep_jfbg.asp. Once you have replicated the Active Directory data, you must copy the Symposium Web Client data files to the new server. See “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946 for details on the files to copy. Finally, you must activate any scheduled historical reports and Contact Center Management assignments. Note: The versions of Symposium Web Client running on each of the servers must be the same. With replication, the same Symposium Web Client users can access the same access classes, partitions, historical report groups, and real-time reports on different Symposium Web Client application servers.
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It is important to note, however, that scheduled data (for example, scheduled assignments and scheduled historical reports) is not replicated and is, therefore, only available to users accessing the same Symposium Web Client application server. This is also true of report outputs stored locally on an application server.
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Section B: Backing up and restoring data in Windows 2003
In this section Backing up Symposium Web Client data in Windows Server 2003
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Backing up Symposium Web Client data in Windows Server 2003 Introduction When Symposium Web Client is installed on an application server that is running Windows Server 2003, it makes use of Active Directory Application Mode (ADAM), the Windows registry, and other data files to store application data. These ADAM files, registry nodes, and other files are listed below. Note: Nortel Networks recommends that you perform backups during periods of low activity.
Backing up Symposium Web Client data (Windows Server 2003) Symposium Web Client stores data in various files that you must back up. The types of files that you must back up include the following:
ADAM instance files
historical report data
real-time display snapshots
Emergency Help snapshots
schedule data
Two options for backing up these files are described below:
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Manually copying files The first option is to manually copy the files to a secure storage location, such as a tape drive or a safe network drive. You must also back up the Symposium Web Client registry data. Windows Backup Tool The second option is to use the Windows Backup Tool to back up the Symposium Web Client data files. With this method, you can schedule backups. You must also back up the Symposium Web Client data that is stored in the Windows registry. This data includes application version information, and Real-Time Reporting and Emergency Help configuration data.
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Notes:
Although the Symposium Web Client data that is stored in the registry does not change often, you must back it up after installing or upgrading Symposium Web Client, or whenever the Real-Time Reporting or Emergency Help configurations change. For more information, see “To back up the Symposium Web Client registry settings (Windows Server 2003)” below. The version of Symposium Web Client from which the data files were backed up must be the same as the version to which they are restored.
To back up the Symposium Web Client registry settings (Windows Server 2003) Although the Symposium Web Client data that is stored in the registry does not change often, you must back it up after installing or upgrading Symposium Web Client, or whenever the Real-Time Reporting or Emergency Help configurations change. Back up the following registry nodes to a secure location:
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\WClient
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\EmergencyHelp
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\Ngen comm
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\RTD
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\Setup
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\SMI Workbench
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\Toolkit
To do so, export each of the above branches to a file by following the steps listed in “To export all or part of the registry to a file” below. Note: Ensure that you store the file in a secure location. To export all or part of the registry to a file 1
Click Start > Run. Result: The Run dialog box appears.
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In the Open box, type regedit, and then click OK. Result: The Registry Editor appears.
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In the left pane, navigate to and select the folder HKEY_LOCAL_MACHINE\SOFTWARE\Nortel.
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Click File > Export.
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Navigate to the location where you want to save the file. Ensure that you store the file in a secure location.
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In the File name box, type a name for the file. The file that you save includes all elements within the folder listed in step 3.
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From the Save as type list, select Registration Files. Note: When you save the file as a Registration File, it is saved with the extension .reg.
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Under Export range, click Selected branch, and ensure that the branch HKEY_LOCAL_MACHINE\SOFTWARE\Nortel appears in the box provided.
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Click Save.
To back up Symposium Web Client data files by manually copying files (Windows Server 2003) Back up the files in the folders listed below to a secure storage location (for example, a tape drive or a safe network drive). CAUTION Risk of loss of data .
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You cannot back up Symposium Web Client ADAM files by manually copying files. If you attempt to back up Symposium Web ClientADAM files by manually copying files, ADAM does not function when restored on a new server. C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML Symposium Call Center Web Client
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where C: is the drive on which Symposium Web Client is installed. In addition to the files listed in the folders above, you must also back up any files that you have saved on the application server for Symposium Web Client operations, such as custom report templates, Historical Reporting output files, or snapshots of real-time displays and emergency help panels. The locations of these files are decided by the user. The default paths are listed below:
Real-time display snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\ Exports where C: is the drive on which Symposium Web Client is installed. Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports where C: is the drive on which Symposium Web Client is installed.
To back up Symposium Web Client data files using the Windows Backup Tool (Windows Server 2003) You can also back up Symposium Web Client data using the Windows Backup Tool. This tool allows you to schedule backups, which is an important consideration since you need to synchronise the backups of Symposium Web Client application server data and Symposium Call Center Server data. The Symposium Web Client data that is stored in the registry does not change often. Therefore, when scheduling backups, you do not need to include this registry data in the data that is backed up. However, you must have a copy of the Symposium Web Client registry data that you can use when restoring your system (for details, see “To back up the Symposium Web Client registry settings (Windows Server 2003)” on page 961). You must back up the registry information after installing or upgrading Symposium Web Client, or whenever the Real-Time Reporting or Emergency Help configurations change. Note: You can only use this method when the version of Symposium Web Client to which you are restoring data is the same as the version of Symposium Web Client from which you backed up the data.
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Standard 7.02
Microsoft Windows Backup Tool graphical user interface (Windows Server 2003) To perform an Active Directory Application Mode backup using the Microsoft Windows Backup Tool, follow the steps listed in the procedure “To Back Up Selected Files or Folders,” which can be found in the Microsoft article “HOW TO: Use the Backup Feature to Back Up and Restore Data in Windows Server 2003.” As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/default.aspx?scid=kb;enus;326216. In Step 5 of the process, select the following directories:
C:\Program Files\Microsoft ADAM\instance1\ where C: is the drive on which Symposium Web Client is installed, and instance1 is the folder containing the ADAM data files that are installed with Symposium Web Client. C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML where C: is the drive on which Symposium Web Client is installed. the directories where you have stored the following types of files (if not under the folder specified in the previous bullet): historical report output files custom report templates real-time display snapshots Emergency Help snapshots
Notes:
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Real-time display snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\ Exports where C: is the drive on which you installed Symposium Web Client. Symposium Call Center Web Client
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Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports where C: is the drive on which you installed Symposium Web Client.
You may also want to consult the Microsoft documentation for other backup strategies. If you want to be able to schedule backups, then you must ensure that your backup tool enables you to back up all these types of files without requiring you to manually copy any of them. Choose the strategy that is most appropriate for your organization.
Veritas Backup Exec 9.1 tool Nortel Networks has also tested the Veritas Backup Exec 9.1 tool, which can be used instead of the Microsoft Windows Backup Tool to back up the Symposium Web Client data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to back up Symposium Web Client data, you must note the following:
The default installation of Veritas Backup Exec uses the TCP port 10 000, which is also the default port used by the Symposium Web Client Toolkit NameService. This conflict results in Symposium Web Client malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (the Symposium Web Client Toolkit NameService port number cannot be changed at this time). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel Networks and third-party products). Then, choose a port that does not cause a conflict between any of these products. For a list of ports used by Symposium Web Client, see “Communication ports” on page 64. For instructions on changing the Veritas Backup Exec default port number, see the Veritas support article located at http://seer.support.veritas.com/docs/ 255174.htm.
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To avoid potential problems with Veritas Backup Exec 9.1, you must ensure that you have applied Service Pack 1. This Service Pack fixes a problem that can occur each time the backup process runs, as detailed in the article http://seer.support.veritas.com/docs/265796.htm. To download the Service Pack, see http://seer.support.veritas.com/docs/267180.htm. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel Networks has tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. To back up the Symposium Web Client ADAM information with the Veritas Backup Exec tool, select the following: Shadow Copy Components ➝ User Data ➝ Active Directory Application Mode ➝ C:_Program Files_Microsoft ADAM_instance1_data where C:_Program Files_Microsoft ADAM_instance1_data is the instance used by Symposium Web Client data.
You must also back up all other directories detailed in the section “Microsoft Windows Backup Tool graphical user interface (Windows Server 2003)” on page 964.
For more detailed information, consult the online Help on the Veritas web site at www.veritas.com.
Scheduling backups (Windows Server 2003) The Windows Backup Tool has a scheduling component that you can use to schedule automatic backups of data, possibly to run at night when the call center is quiet, or to synchronize Symposium Web Client backups with scheduled Symposium Call Center Server backups. To schedule a backup, follow the steps outlined in the section “To Schedule a Backup for a Later Time or Date,” which can be found in Microsoft’s “HOW TO: Use the Backup Feature to Back Up and Restore Data in Windows Server 2003” procedure in the Windows 2003 Server documentation. As of the date of publication of this guide, you can find this documentation at http:// support.microsoft.com/default.aspx?scid=kb;en-us;326216. 966
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Backing up and restoring data on a coresident server To keep data synchronized between Symposium Call Center Server and Symposium Web Client on a coresident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a coresident environment, when you perform a full backup of Symposium Call Center Server, the entire server is backed up, including Symposium Web Client. This ensures that the data between the two applications is always synchronized. Whenever you perform a partial backup of Symposium Call Center Server, you must ensure that you also perform a backup of Symposium Web Client. Furthermore, you must store both backups in the same location. For information on performing backups in Symposium Web Client, see Section B: “Backing up and restoring data in Windows 2003” on page 959. For information on performing backups in Symposium Call Center Server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
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Restoring Symposium Web Client data in Windows Server 2003 Introduction There are several scenarios where it is necessary to restore Symposium Web Client data, including
recovery from a Symposium Web Client application server hardware failure when Symposium Call Center Server data is being restored if you are reverting the Symposium Web Client software back to a previous version Note: You must restore data to the same version of Symposium Web Client as that which you backed up. if you made an error while entering Symposium Web Client data and you need a previous version of the data (Symposium Web Client data is all data excluding configuration data, scripts, and agents and supervisors.)
ATTENTION
When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
Notes:
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You cannot use the application server while restoring data. You can use the Windows Backup Tool or a similar tool to restore the Symposium Web Client data. The procedure in this section is based on the Windows Backup Tool method of restoring data.
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You cannot restore a backup image that is older than the tombstone lifetime setting because your backup image may contain objects that have already been deleted and cannot be recovered. The tombstone lifetime is the number of days that a deleted object is maintained before the garbage collection process permanently removes it from Active Directory. The default value is 60 days. For more information, see the Microsoft documentation. When you replicate an instance of ADAM as part of a configuration set, you must perform an authoritative restore. At the time of writing, you can find Microsoft’s procedure for performing an authoritative restore in the section “To restore an ADAM instance” within the procedure “To authoritatively restore ADAM data on an ADAM instance that belongs to a configuration set” of the Microsoft ADAM online Help file.
Recovery from a Symposium Web Client application server hardware failure (Windows Server 2003) If the Symposium Web Client application server hardware fails, it may be necessary to restore the data to another server. You must ensure that the drive on which the backed up Symposium Web Client was installed exists on the new server. Note: When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
Restoring Symposium Web Client data (Windows Server 2003) This section gives you two options for restoring data:
You can use the instructions in this section to back up Symposium Web Client data from one application server and restore the same data to a brand new application server. You can use this procedure to recover from a system
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failure should your Symposium Web Client application server fail completely (for example, due to hardware problems).
1.
You can use the procedure in this section to restore Symposium Web Client data onto the same server from which it was backed up. Use the backup that you have already created. For more information on creating backups, see “Backing up Symposium Web Client data in Windows Server 2003” on page 960.
Note: Nortel Networks recommends that you perform backups as often as necessary to always have copies of the latest data. 2.
If you are restoring data onto the same application server from which it was backed up, then skip to step 3. If you are restoring data onto a new application server, follow the installation instructions listed in the installation checklists to install and configure the Windows Server 2003 Enterprise or Standard Edition operating system, all required third-party software (such as Microsoft Active Directory Application Mode and Sybase Open Client), pcAnywhere (if it is installed on the original application server), and Symposium Web Client on your new application server. For details, see Appendix A, “Installation worksheets and checklists.” Restart the server when you are finished installing all the software.
Note: Nortel Networks recommends that you install all software in the same directories as those used on your original application server. 3.
Restore the data from the backup taken earlier. To do this, follow the procedure “To Restore Selected Files from a File or Tape,” specified in the article “HOW TO: Use the Backup Feature to Back Up and Restore Data in Windows Server 2003.” As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/default.aspx?scid=kb;en-us;326216.
Notes:
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When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto Symposium Call Center Web Client
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this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
When using the Windows Backup Tool to restore the Symposium Web Client data files, it is very important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you are using the Restore Wizard in the Advanced Options “How To Restore” page.
ATTENTION
Before performing a manual restoration of the Symposium Web Client ADAM files, you must shut down the SymposiumWC service. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as “NETWORK SERVICE”). If you do not maintain permission properties, the SymposiumWC service will not start. You must manually restart the SymposiumWC service after you complete the restoration.
4.
If the application server is not running in a replication environment, an authoritative restore is not required. However, if the application server is running in a replication environment, an authoritative restore may be required. For more information on authoritative restoration, see the Microsoft ADAM online Help. Restore the corresponding registry data. To do so, open the Registry Editor, and then click File ➝ Import. Locate and select the file that you want to import, and then click Open. Note that this is the data that you backed up in “To back up the Symposium Web Client registry settings (Windows Server 2003)” on page 961.
Note: In Windows Explorer, double-clicking a file with the .reg extension imports the file into the computer’s registry. 5.
Using Symposium Web Client, reactivate any scheduled historical reports and Contact Center Management assignments. To do so, you may need to deactivate the scheduled historical reports first. After completing this final step, you can now use Symposium Web Client on your new application server.
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Note: You may have third-party software applications other than those mentioned in step 2 installed on your original application server. Nortel Networks recommends that you install the same applications on your new application server. For example, if pcAnywhere was installed on the source application server, then you must install pcAnywhere on the target application server. For a complete list of software requirements on the application server, see “Application server software requirements” on page 46.
Veritas Backup Exec 9.1 tool Nortel Networks has also tested the Veritas Backup Exec 9.1 tool (build 4691), which can be used instead of the Microsoft Windows Backup Tool to back up and restore the Symposium Web Client data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to restore Symposium Web Client data, you must note the following:
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The default installation of Veritas Backup Exec 9.1 uses the TCP port 10 000, which is also the default port used by the Symposium Web Client Toolkit NameService. This conflict results in Symposium Web Client malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (the Symposium Web Client Toolkit NameService port number cannot be changed at this time). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel Networks and third-party products). Then choose a port that does not cause a conflict between any of these products. For a list of ports used by Symposium Web Client, see “Communication ports” on page 64. For instructions on changing the Veritas Backup Exec default port number, see the Veritas support article located at http://seer.support.veritas.com/docs/ 255174.htm. To avoid potential problems with Veritas Backup Exec 9.1, you must ensure that you have applied Service Pack 1. This Service Pack fixes a problem that can occur each time the backup process runs, as detailed in the article Symposium Call Center Web Client
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at http://seer.support.veritas.com/docs/265796.htm. To download the Service Pack, see http://seer.support.veritas.com/docs/267180.htm.
Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel Networks has tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. When restoring files, you must select “Shadow Copy Components,” as well as any hard drive components (Symposium Web Client folders). When restoring data, you must ensure that “Restore over existing files” is selected in the general properties for the restore job. After restoring the Symposium Web Client ADAM files (Shadow Copy Components), the SymposiumWC service will have been stopped automatically. You must manually restart the service after the restoration is complete.
For more detailed information, consult the online Help on the Veritas web site at www.veritas.com.
Synchronizing the restoration of Symposium Call Center Server data and Symposium Web Client data (Windows Server 2003) To prevent synchronization issues, you must restore the Symposium Web Client data whenever you restore the Symposium Call Center Server data. Also, you must ensure that the Symposium Web Client data was backed up at the same time when the Symposium Call Center Server data was backed up. Since Symposium Call Center Server backups may be scheduled to occur automatically when the call center is not busy, and possibly when an administrator is not available, you must ensure that you also schedule Symposium Web Client backups to occur at the same time as these backups. For information on scheduling a Symposium Web Client backup, see “Scheduling backups (Windows Server 2003)” on page 966. Note: Since the backups must occur at the same time, you must ensure that the time of the servers in question is synchronized when scheduling a backup.
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Backing up and restoring data on a coresident server To keep data synchronized between Symposium Call Center Server and Symposium Web Client on a coresident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a coresident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Symposium Call Center Server and Symposium Web Client applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Symposium Call Center Server. Nortel Networks does not specifically recommend any tool for its compatibility with Symposium Call Center Server. Whenever you perform a partial backup of Symposium Call Center Server, you must ensure that you also perform a backup of Symposium Web Client. Furthermore, you must store both backups in the same location. For information on performing backups in Symposium Web Client, see Section B: “Backing up and restoring data in Windows 2003” on page 959. For information on performing backups in Symposium Call Center Server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
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Section C: Uninstalling application server software
In this section Overview
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Uninstalling Symposium Web Client
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Uninstalling Active Directory
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Uninstalling the XML automated assignments feature
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Uninstalling Sybase Open Client
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Overview Introduction This section includes separate procedures that you can perform to remove a single Symposium Web Client component, or all of the Symposium Web Client software. It also contains the procedure for uninstalling the Sybase Open Client software. ATTENTION
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Before you can uninstall Symposium Web Client, you must uninstall all language packs that you have installed on the application server. To verify whether you have installed any language packs, click Start ➝ Settings ➝ Control Panel. Then click Add/Remove Programs. All installed language packs are listed separately in the Add/Remove programs window. For more information on uninstalling them, see “To uninstall a language pack” on page 187.
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Uninstalling a Symposium Web Client component Introduction You can uninstall one or more Symposium Web Client components from the application server using the Windows Add/Remove Programs feature. To uninstall a Symposium Web Client component 1
Click Start ➝ Settings ➝ Control Panel. Result: The Control Panel window appears.
2
Double-click the Add/Remove Programs icon. Result: The Add/Remove Programs window appears.
3
Select Symposium Web Client from the list of installed programs.
4
Click Change. Result: The Symposium Web Client Setup window appears.
5
Click Next. Result: The Program Maintenance window appears.
6
Click Modify, and then click Next. Result: The Custom Setup window appears.
7
Click the component that you want to remove, and then select This feature will not be available from the resulting pop-up menu.
8
Click Next. Result: The Ready to Modify the Program window appears.
9
Click Next. Result: The Installing Web Client window appears with a status bar that displays the progress of the uninstall process. When the uninstall is complete, the Completing Web Client Setup Wizard window appears.
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Click Finish. Result: The Web Client Installer Information window appears, indicating that you need to restart the application server for your changes to take effect.
11
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Click Yes to restart your computer.
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Uninstalling Symposium Web Client Introduction You can uninstall the entire Symposium Web Client application by using the Windows Add/Remove Programs feature. When you uninstall Symposium Web Client, the system prompts you to preserve user data. If you select Yes to preserve user data, then, during the reinstallation of Symposium Web Client, the system detects the preserved user data and prompts you to restore the data. The estimated time to complete this is 30 minutes. Note: If you have the Windows Server 2003 operating system, when you uninstall Symposium Web Client, you can choose to uninstall Active Directory Application Mode (ADAM), or keep it on the application server. When you choose not to preserve customer data, you uninstall ADAM along with Symposium Web Client; if you keep customer data, then you uninstall Symposium Web Client, but you leave ADAM intact. When you reinstall Symposium Web Client, the system asks if you want to use the preserved customer data. If you click No, the system uninstalls ADAM from the application server, and then reinstalls ADAM with Symposium Web Client; if you click Yes, the system installs Symposium Web Client and uses the version of ADAM that was already installed.
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To uninstall Symposium Web Client from the application server ATTENTION
If you have the Windows Server 2003 operating system, before uninstalling Symposium Web Client, note the directory in which it is currently installed (the default directory is C:\Program Files\Nortel Networks\WClient, but it may be installed in a custom location). You will need to know this directory when reinstalling the software. When reinstalling Symposium Web Client on an application server that is running this operating system, you must install the software in the same directory in which it was originally installed or errors will occur.
1
Click Start ➝ Settings ➝ Control Panel.
2
Double-click the Add/Remove Programs icon. Result: The Add/Remove Programs window appears.
3
Select Symposium Web Client from the list of installed programs.
4
Click Change. Result: The Symposium Web Client Setup window appears.
5
Click Next. Result: The Program Maintenance window appears.
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6
Click Remove, and then click Next.
7
The Would you like to preserve customer data? window appears.
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ATTENTION
If you have the Windows Server 2003 operating system, when you click No, you uninstall ADAM along with Symposium Web Client; if you click Yes to keep customer data, then you uninstall Symposium Web Client, but you leave ADAM intact.
If you want to preserve your data, click Yes. The system copies your file to the following temporary directory: x:\Documents and Settings\Administrator\Local Settings\Temp\WClient where x is the drive in which the operating system is installed. If you clicked Yes, you can now skip to the Result of step c on the following page.
If you click No, the system deletes all data.If you click No and you have the Windows Server 2003 operating system, a window appears notifying you that you will remove this instance of ADAM.
a. Click Yes to remove ADAM and delete all data. Result: The following window appears, notifying you that the system will uninstall ADAM if you choose to proceed:
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b. Click Yes to remove ADAM and delete all data. Result: The following window appears, notifying you that the system has successfully deleted ADAM:
c. Click Close to continue uninstalling Symposium Web Client. Result: The Remove the Program window appears.
Note: If you have installed any Service Updates or Service Update Supplements on the server, then this window lists them. The system removes these patches before removing the Symposium Web Client software. 982
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Click Remove. Result: The Uninstalling Symposium Web Client window appears, giving you a status as it removes any patches that you have installed and the Symposium Web Client software.
Result: The Completing the Symposium Web Client Setup Wizard window appears. 9
Click Finish. Result: The Web Client Installer Information window appears, indicating that you need to restart the application server for your changes to take effect.
10
Click Yes to restart your computer. Note: Uninstallation of Web Client does not automatically uninstall Active Directory.
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Uninstalling Active Directory Introduction You can uninstall Active Directory by running the Active Directory dcpromo program. Note: Do not uninstall Active Directory if you still have Symposium Web Client installed. Active Directory is required for proper Symposium Web Client functionality; therefore, only uninstall Active Directory if you have already uninstalled Symposium Web Client. ATTENTION
If you are going to reinstall Active Directory, you must also uninstall, and then reinstall Terminal Services using Windows 2000 Server’s Add/Remove Windows Component feature in the Add/Remove Programs window. After you reinstall Terminal Services, then reinstall Active Directory. Then you must also reconfigure Terminal Services. For more information, see “Configuring Scripting” on page 217. Uninstall/reinstall order: 1 Uninstall Active Directory. 2 Uninstall Terminal Services. 3 Reinstall Terminal Services. 4 Reinstall Active Directory.
To uninstall Active Directory 1
Click Start ➝ Run. Result: The Run dialog box appears.
2
In the Open box, type dcpromo.
3
Click OK. Result: The Active Directory wizard appears.
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Follow the instructions provided by the Active Directory Installation Wizard. Symposium Call Center Web Client
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Maintaining Symposium Web Client
Uninstalling the XML automated assignments feature For details on uninstalling this feature, see the XML Assignments User Guide. This guide and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site. Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841.
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Uninstalling Sybase Open Client Introduction ATTENTION
You cannot uninstall Sybase Open Client from a coresident server as this causes Symposium Call Center Server to malfunction. For details on uninstalling the Symposium Call Center Server database, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
You can use the following procedure if you need to uninstall the Sybase Open Client software from the application server. For example, since Symposium Web Client only functions with Sybase Open Client 12.5, if the application server already has a version of Sybase installed that is newer than version 12.5, then you must uninstall it completely before installing version 12.5. Note: Symposium Web Client does not function without Sybase Open Client; therefore, if you uninstall the software, you must reinstall Sybase Open Client 12.5 before you can work with Symposium Web Client. To uninstall Sybase Open Client Note: Before you perform this procedure, you must close all open applications and stop the IIS Admin service (this also stops the FTP Publishing Service, Microsoft SMTP Service, and World Wide Web Publishing Service). To stop the service, from the Windows Start menu, click Programs ➝ Administrative Tools ➝ Services. Select the service you want to stop, and then click Stop. When you have reinstalled Sybase Open Client, you must restart the application server, and then ensure that this service is restarted. 1
Log on to the application server with the Local Administrator user ID.
2
From the Start menu, click Programs ➝ Sybase ➝ Uninstall.
3
The Uninstall window appears. Do not close this window. Result: The system starts uninstalling the software, and then the following Information window appears:
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Click Yes. Result: The system uninstalls the software.
What’s next? Reinstall the Sybase Open Client 12.5 software. After you reinstall the software, you must restart the application server. When the server restarts, ensure that the IIS service is running (if it is not running, then you must restart it manually), and that you can access the Symposium Web Client default web page.
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Symposium Call Center Web Client
Chapter 10
Troubleshooting In this chapter Technical support
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Client PC
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Application server
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Symposium Call Center Server
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Simple Object Access Protocol errors
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Technical support Introduction If you experience technical difficulties, ensure that you have downloaded the latest Service Updates, Performance Enhancement Packages (PEPs), and addenda for both Symposium Call Center Server and Symposium Call Center Web Client. You can download the latest installation or documentation addendum from either http://www.nortelcom (for end customers), or http:// www.nortel.com/prd/picinfo/ (for distributors), and the latest Service Updates and PEPs from http://www.nortel.com/espl. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Nortel Networks personnel use pcAnywhere as a remote support tool. If you require remote support from Nortel Networks, you must install and configure the Host Only version of pcAnywhere version 11.0.1 on the application server. For guidelines on how to install the software, see below. Note: If you have a previous version of pcAnywhere installed on the application server, consult the Symantec web site (www.symantec.com/pcanywhere) to find out whether you must uninstall your version before installing pcAnywhere 11.0.1.
pcAnywhere and coresidency Neither Symposium Web Client nor TAPI function on a server on which Remote Access Service (RAS) is configured; additionally, TAPI does not function on a server on which a modem is configured and used. If your server is a standalone server with only Symposium Web Client installed, then do not follow the pcAnywhere installation and configuration procedures for a standalone server in the Symposium Call Center Server documentation. These procedures do not apply to Symposium Web Client because RAS is not used in Symposium Web Client. Instead, follow the procedures in this section to install and configure pcAnywhere.
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However, if you are installing Symposium Web Client (and, optionally, TAPI) on a coresident server, then you do not have to perform the procedure in this guide to install and configure pcAnywhere, as you can use the installation that was already performed with the coresident Symposium Call Center Server. When Symposium Call Center Server is installed on a coresident server, RAS is not enabled. Instead, Nortel Networks recommends that users configure a Virtual Private Network (VPN) connection for the coresident server. Connecting to the server through pcAnywhere over a VPN connection is supported on coresident servers with all three applications installed—Symposium Call Center Server, Symposium Web Client, and TAPI. For details on configuring a VPN connection for use with pcAnywhere on a coresident server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide. If TAPI is included in the coresident installation, then in addition to the VPN connection (recommended), you can use pcAnywhere to connect to the coresident server only in the following ways:
through an Ethernet connection over a LAN through a dial-up connection into another non-TAPI computer on the domain that provides access to the TAPI server through a LAN
Problems will occur if you attempt to connect directly to the TAPI server through a modem due to a potential conflict when a modem driver coexists with TAPI drivers on the same server.
Installing and configuring pcAnywhere 11.0.1 for Symposium Web Client One licensed copy of pcAnywhere version 11.0.1 for host computers only is provided for the server on the NTJK08BA pcAnywhere Host-Only CD. This software license enables you to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
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Note: If you have purchased Symposium Web Client as an upgrade instead of purchasing it bundled with Symposium Call Center Server, then you must also purchase your own copy of pcAnywhere version 11.0.1 for host computers. The NTJK08BA pcAnywhere Host-Only CD is not included when Symposium Web Client is ordered as an upgrade; it is only included when it is bundled with Symposium Call Center Server. Use the Windows 2000 Add/Remove Programs utility in the Control Panel to install the pcAnywhere 11.0.1 software. For compatibility with Symposium Web Client, ensure that you install the Host Only version of the software. Note: If you are upgrading from a previous version of the software and the installation wizard asks if you want to preserve configuration data, select No. Configuration data from previous versions of pcAnywhere is incompatible with pcAnywhere version 11.0.1. ATTENTION
If your server is a standalone server with only Symposium Web Client installed, then do not follow the installation and configuration procedures for a standalone server in the Symposium Call Center Server documentation. These procedures do not apply to Symposium Web Client because Remote Access Service (RAS) cannot be used with Symposium Web Client. Instead, follow the procedure in this section to install and configure pcAnywhere. If you are installing Symposium Web Client on a coresident server, then you do not have to perform the procedure in this guide to install and configure pcAnywhere, as you can use the installation that was already performed with the coresident Symposium Call Center Server.
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CAUTION Risk of system failure .
Before you install pcAnywhere version 11.0.1, ensure that the video drivers on the application server PC are current by consulting the driver manufacturers’ web sites for any available updates. Failure to do so can result in the appearance of a blue screen after pcAnywhere installation or after use of pcAnywhere for operations such as file transfer. For more information, refer to the pcAnywhere web site at www.symantec.com/pcanywhere.
To install pcAnywhere 11.0.1 The following steps are general guidelines only. For more complete information, see the documentation included with the pcAnywhere software. 1
Log on to the application server as Administrator.
2
Insert the pcAnywhere version 11.0.1 CD into the server.
3
If autorun starts and you click Install, or if you clicked the setup.exe file on the CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
4
Click Add/Remove Programs to open the Add/Remove Programs window.
5
Click Add New Programs.
6
Click CD or Floppy.
7
Click Next. Result: The program finds the setup.exe file on the CD.
8
Click Next. Result: The pcAnywhere 11.0 launchpad appears.
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Click Symantec pcAnywhere. Result: The Windows Installer window appears, and then the installation Welcome window appears. This may take a few moments.
10
Click Next. Result: The License Agreement window appears.
11
Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.
12
Enter your user name and company details, and then click Next. Result: The Destination Folder window appears.
13
Accept the default location for installing the software, or click Change to choose a custom location. Then click Next. Result: The Custom Setup window appears.
14
Accept the defaults in this window, and then click Next. Nortel Networks recommends that you do not install the Host Administrator and Host Agent features. Result: The Ready to Install the Program window appears.
15
Click Install. Result: The program installs the software. When it is finished, the LiveUpdate window appears. Click Next.
16
The program installs any updates. Click Finish when it is done.
17
When the wizard prompts you to register pcAnywhere, click Skip. Then click Yes when it asks you to confirm your choice.
18
Click Finish when the installation is complete.
To start pcAnywhere 11.0.1 or later for the first time Tip: To ensure optimum speed when using pcAnywhere, before starting the program, configure the Active Desktop settings on the server as follows: a. Right-click anywhere on the server desktop. b. On the resulting pop-up menu, highlight Active Desktop until another pop-up menu appears. c. On this pop-up menu, ensure that Show Web Content is not selected.
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1
Log on to Windows as Administrator.
2
From the Windows Start menu, choose Programs ➝ Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
ATTENTION
If the following message appears, it indicates that your video driver is incompatible with pcAnywhere: pcAnywhere detected and fixed a display driver problem. Please restart your computer to allow the change to take effect. In this case, you must uninstall pcAnywhere, update your video driver, and then reinstall pcAnywhere.
Result: The Symantec pcAnywhere window appears. 3
Continue with the following procedure to configure pcAnywhere 11.0.1.
What’s next? Configure pcAnywhere.
Configuring pcAnywhere 11.0.1 or later Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example Nortel Networks support personnel and distributors). To configure pcAnywhere 11.0.1 or later as a host Note: If you are using a modem connection with pcAnywhere, you must have the modem configured before you perform this procedure.
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1
Log on to the server as Administrator.
2
From the Windows Start menu, choose Programs ➝ Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
3
On the pcAnywhere manager (left side), select the Hosts option. Result: The Hosts option on the pcAnywhere manager pane is highlighted.
4
Click the File menu, and then choose New ➝ Item ➝ Use Wizard. Result: The Host Setup Wizard window appears.
5
From the Connection type for this host drop down box, select your modem (if you are using a modem connection with pcAnywhere); otherwise, choose TCP/IP. Note: You cannot use a modem on a coresident server with TAPI installed.
6
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From the Optimized for drop-down list, choose Low bandwidth (modem connection).
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Click Next. Result: The following Wizard window appears:
8
Ensure that Launch with Windows and Run Minimized are checked, and leave all other default settings, as shown in the above graphic.
9
Click Next. Result: The following Wizard window appears:
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Accept the default values in this window, and then click Next. Result: The following Wizard window appears:
11
Click Add. Result: The Identification window appears.
12
In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.
13
In the Password box, type the password for the caller account. Tip: If you typed NGenDist for the login name, you can use the same NGenDist password that is used in Symposium Call Center Server, or you can use a password of your choice.
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In the Confirm password box, type the same password again. Symposium Call Center Web Client
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15
Click OK.
16
Click Finish to close the Wizard. Result: The Hosts window reappears with the new account highlighted.
17
In the highlighted account name box, type a custom name for this account to identify it in the list of caller accounts.
18
To continue configuring the account, right-click it, and then select Properties from the resulting pop-up menu. Result: The Host Properties: window appears.
19
Click the Callers tab.
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Standard 7.02
In the Caller list box, highlight the caller account that you just created (its name appears blank until you finish configuring it with the following steps), and then click the Properties icon. Result: The Caller Properties window appears.
21
Click the Privileges tab.
22
Click the Superuser option button.
23
Click OK to save your changes and close the Caller Properties window. Result: The Host Properties window reappears with the account now listed according to its Login ID.
1000
24
Click the Security Options tab.
25
Under Login Options, ensure that Limit login attempts per call and Limit time to complete login are checked and set to 3. Ensure that the Session options are set to Host and Remote, and the Encryption Level is set to None.
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26
Click the Conference tab.
27
Ensure that Enable conferencing and Obtain IP address automatically are selected.
28
Click Apply to save your settings.
29
Click the Protect Item tab if you want to assign a password to control who can modify the Network icon settings. Otherwise, skip to the next step.
ATTENTION
30
If you select the Required to modify properties option on the Protect Item tab, you must enter the password each time a setting is changed. You should record the password and keep a copy of it in a safe place. If you forget the password, you cannot change any settings.
Click OK to save all pcAnywhere Host settings. Result: The Hosts window reappears.
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Optionally, repeat steps 4 to 30 to create another caller account of your choice (for example, NGenDesign). Tip: If you typed NGenDesign for the logon name of the second caller account, then you can use the same NGenDesign password that is used in Symposium Call Center Server, or you can use a password of your choice.
32
Close the Symantec pcAnywhere window.
To start pcAnywhere 11.0.1 or later 1
Log on to Windows as Administrator.
2
From the Windows Start menu, choose Programs ➝ Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
3
1002
In the pcAnywhere window, in the Hosts pane, right-click the caller account you created in the previous procedure, and then click Start Host.
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Troubleshooting
Client PC Are you having problems with Internet Explorer? Checklist
Check that you are using the correct version of Internet Explorer on the client PC (version 6.0 Service Pack 1 or later). Check that you have configured security in Internet Explorer correctly. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636. If you are getting error messages from Internet Explorer indicating that your web site cannot run Out of Process Components, follow the steps in “To enable Out of Process Components” below.
To enable Out of Process Components 1
Create a script called AspAllowOutOfProcComponents.vbs using any text editor. Insert the following commands: Set objWebService = GetObject("IIS://LocalHost/w3svc") ' Enable AspAllowOutOfProcComponents. objWebService.Put "AspAllowOutOfProcComponents", True ' Save the changed value to the metabase. objWebService.SetInfo
2
Save the script.
3
In Windows Explorer, double-click the script.
4
If this fails, reinstall the software.
Are you having display problems? If the layout of the web interface in Symposium Web Client is distorted, follow these steps.
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To check the display settings of your computer 1
Click Start ➝ Settings ➝ Control Panel.
2
Double-click the Display icon.
3
On the Settings tab, drag the slider in the Desktop area box until the value reads at least 1024 x 768 pixels (it cannot be lower than this value).
4
From the Font size drop-down list, select Small Fonts.
5
Click OK to save your changes.
To set the font size in Internet Explorer In Internet Explorer, on the View menu, click Text Size ➝ Medium.
To resize the font If the text or content displayed in Internet Explorer is too large for the window, and you cannot resize the window, do the following: In Internet Explorer, on the View menu, click Text Size ➝ Smaller, or Text Size ➝ Smallest.
Are you having problems with real-time displays? Note: For more troubleshooting tips on real-time displays, including a description of the error messages that appear in unicast and multicast environments, see “Are the real-time displays blank?” on page 1026. You cannot launch real-time displays In Symposium Web Client, for the real-time displays to launch properly, the system downloads and registers a new RTDControl to the client PC when you launch a real-time display for the first time. If you cannot launch real-time displays on a client PC, then it may be because you have enforced user policies that deny access to the registry on the PC, and, therefore, prevent the system from downloading and registering the new RTDControl. To download the RTDControl
1004
1.
Log on to the client PC as the local administrator (or as a user with registry permissions).
2.
Open Symposium Web Client. Symposium Call Center Web Client
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Troubleshooting
3.
Open the Real-Time Reporting component.
4.
Launch a real-time display. Result: The system downloads and registers the required RTDControl to the client PC. Now regular users can log on to the client PC and launch realtime displays.
5.
Perform this procedure on every client PC upon which real-time displays will be launched.
Note: If you are having problems downloading third-party controls to the client PC, it may be because of your local security settings. You must ensure that the local security settings for the policy Unsigned non-driver installation behavior are not set to Do not allow installation. For more information, see “To verify your local security policy settings” on page 646. Copying and running the trace tool You can use the IceRtdTrace tool to verify that client PCs are receiving multicast data from the application server. The IceRtdTrace tool resides on the application server. To use this tool on a client PC, you must copy the tool and its associated files to a removable media disk (for example, a CD), and then install them on the client PC. To copy and run the trace tool 1
Navigate to the following path on the application server, where x is the drive on which Symposium Web Client is installed: x:\Program Files\Nortel Networks\WClient\Server
2
Copy the following files to the removable media disk:
ICERtdTrace.exe mtld.dll nbcfg95.dll nbcomd.dll nbdbapi.dll nbss95.dll nbss_e95.dll nicerr.dll ninccapi.dll
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nisysd.dll
3
Create a new folder, such as Trace_Tools, on the client PC that you are testing.
4
Copy the files from the removable media disk to the new folder on the client.
5
On the client PC, rename the file ICERtdTrace.exe to a new name that has a maximum of eight characters (for example, IceTrace).
ATTENTION
6
The trace tool must be run from the MS-DOS command prompt, and MS-DOS does not accept names with more than eight characters on some Windows operating systems.
From the MS-DOS command prompt, change the directory to the folder on the client PC to which the files were copied. For example: c:\>cd Trace_Tools
7
To check if data is being received by the client PC, type the following command: IceTrace -r IPSend
If the client PC is receiving statistics from the application server, the data appears on the monitor. To stop the information from scrolling, press Ctrl+c. You can view the log file that captures the information, IPSndLog.txt, in the same directory. No names appear in real-time displays If the following symptoms appear in your real-time displays, then there may be a problem with the network settings or the configuration of your DNS server, or there may be delays in the network causing timeouts:
Route names appear as *UNKNOWN* in route real-time displays.
IVR queue names appear as *UNKNOWN* in IVR real-time displays.
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Agent names and answering skillset names appear as *UNKNOWN* in agent real-time displays.
Skillset and application names appear incorrectly in skillset and application real-time displays.
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Ensure that the network is functioning correctly, the DNS has been configured correctly on the application server, and that the DNS is providing responses within a reasonable time (for example, less than 10 seconds).
Are you having problems with historical reports? Problem description: You open a private agent report for which you had chosen and saved agent names from the selection criteria. However, upon opening the saved report, instead of seeing the agent names in the Selected box, you see agent login ID numbers. Solution: When you first open a report, the selection criteria defaults to the agent login IDs. However, the agent names that you selected are still saved with the report. To view them, perform the following step: With the report open in the Report Properties window, from the filter dropdown list in the selection criteria area, select Agent Name again. Result: The agent names that you originally chose replace the corresponding agent login IDs in the Selected box.
Are you having problems with ad hoc historical reports? Problem description: When you launch an ad hoc report, the report viewer is blank. Solution: You must install the required third-party files on the client PC for the Crystal Reports viewer to function properly. For details, see “Downloading the Crystal Reports Viewer” on page 650. Problem description: On a Windows Server 2003 operating system platform, you have run an ad hoc report and have left the report open and idle for more than 20 minutes. When you open the next report page, or when you export the report, you receive an error message such as the following: A process serving application pool 'DefaultAppPool' suffered a fatal communication error with the World Wide Web Publishing Service. Solution: The Windows Server 2003 operating system comes with IIS 6.0, which includes the application pool, DefaultAppPool. The Default Web Site (running Symposium Web Client) runs under this application pool. When you leave an ad hoc report open for more than 20 minutes, and then you try to open Planning, Installation, and Administration Guide
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the next report page, or export the report, the application pool detects that too many processes assigned to it have terminated unexpectedly in a given period of time (because of the activity after the session expiry), and the system initiates the IIS 6.0 rapid-fail protection. Consecutive multiple failures may cause the application pool to be automatically disabled after five (default value) of these failures, after which the application pool is taken out of service. Since the Default Web Site (Symposium Web Client) runs under the application pool, you will not be able to use Symposium Web Client, and any attempt to connect to the web site results in an out-ofservice message (503: Service Unavailable). To prevent this problem from occurring, do not leave ad hoc reports open and idle for more than 20 minutes. Additionally, you can disable rapid fail protection in the IIS DefaultAppPool by performing the following procedure: To disable rapid fail protection for the Application Pool DefaultAppPool in IIS 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the tree, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
3
Click the Application Pools heading to expand it.
4
Right-click DefaultAppPool, and then click Properties.
5
In the DefaultAppPool Properties window, click the Health tab.
6
Deselect the check mark beside the Enable rapid-fail protection check box to disable rapid fail protection.
7
Click OK to save your changes. Result: You can now work with the report after the session has timed out without causing the DefaultAppPool to be disabled.
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Troubleshooting
Are you receiving “There is a problem connecting to the data source” error messages in Historical Reporting? Problem: You are trying to run historical reports, but when you connect to the server in Symposium Call Center Server, you see an error message in the ad hoc report preview window saying “There is a problem connecting to the data source.” Solution: This problem can occur when the bindings order of the ELAN and CLAN network cards on the server in Symposium Call Center Server is not set up correctly. You must configure the bindings order of the network interface cards so that the CLAN card comes first, then the ELAN card, and then the virtual adapters for remote access. For details, see the solution listed in the entry, “Are you receiving “No Supervisors Defined” error messages in Contact Center Management?” on page 1013.
Are you having problems communicating with the application server? When Symposium Web Client is installed, it uses the default settings stored in IIS. Ensure that web users have permissions on all directories in the Symposium Web Client web site. If they do not have permissions, contact your site administrator for details on changing the settings in IIS. The computer name of the application server must be registered on the DNS server for client PCs to access the server and use Symposium Web Client. If the computer name is not registered on your DNS server, then Symposium Web Client will not function properly. If you have not configured a DNS server, then you must add the computer name of the application server to the HOSTS table on each client PC that accesses Symposium Web Client. For more information, see “Did you configure a name resolution server?” on page 1010. To test communication from the client to the application server If the client cannot connect to the application server, and you have already checked to make sure that the Web Client user name and password are valid, follow these steps:
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1
Ping the Symposium Web Client application server.
2
Check the IP addresses for the application server(s) and the server(s) in Symposium Call Center Server.
3
Check your cabling.
4
Make sure the web site is active on the application server.
5
Make sure the computer name of the application server is registered on the DNS server. Contact your system administrator if the web site is active, the IP addresses are valid, and you are unable to successfully ping the Symposium Web Client application server.
To check if Internet Explorer uses a Proxy Server If the client cannot connect to the application server, check whether Internet Explorer uses a Proxy Server. On the Internet Explorer menu bar, click Tools ➝ Internet Options ➝ Connections ➝ Lan Settings. If the User Proxy Server check box is selected, contact your Proxy Server Administrator to verify that there are no restrictions preventing you from accessing the Symposium Web Client application server.
Did you configure a name resolution server? While Nortel Networks recommends that the application server’s host name be resolved by the corporate DNS server(s), if you did not configure a name resolution server during the operating system installation, then the client PCs that connect to Symposium Web Client cannot find the application server. In this case, your next step is to manually update the HOSTS table on each client PC with the name and CLAN IP address of the application server. When you use server names to connect to an application server in TCP/IP networks, the server name must be associated with an IP address. The HOSTS table carries out this association, which is called host name resolution.
1010
The HOSTS table resolves host names to IP addresses on local computers.
Symposium Call Center Web Client
December 2006
Troubleshooting
Based on the operating system installed on the client PC, sample host tables are located in varying directories. With the Windows 2000 Server installation, for example, sample host tables are provided in the following directory: [x]:\WINNT\system32\drivers\etc On each client PC, use a text editor to modify the host table(s) by entering the computer name and IP address of the application server. ATTENTION
You do not have to use host tables for name resolution if the name of the application server is registered on a DNS server.
Sample host tables are provided below as a guideline, but are not intended to indicate exactly how the host tables should be configured on the client PC. ATTENTION
Incorrectly modifying a host table on the client PC can cause extensive network problems. Before you modify any of the host tables on the client PC, you must carefully review the detailed information on HOSTS in the supporting documentation for Microsoft Windows 2000 Server.
Sample HOSTS table The HOSTS table consists of a list of IP addresses followed by a computer name: 123.4.56.100 webclient.nortel.com
At the end of the file, type the IP address and computer name of the application server. Separate the two values by using the space or tab key. Note: HOSTS tables are case-sensitive. Once you edit and save the HOSTS file, the system automatically reads your new settings. If you are editing the sample HOSTS file, then save the file with no extension for the system to recognize your changes. Planning, Installation, and Administration Guide
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Are you having printer problems? To print scheduled reports from the Historical Reporting component and scripts from the Scripting component, you must add and configure a local printer on the application server while logged on as the administrator. To ensure the printer was configured correctly, see “To set up a default printer” on page 211.
Are you having problems upgrading Agent Desktop Displays on the client PC? When you install Symposium Web Client 4.5 on the application server, the IIS security permissions for the MSADC virtual directory are automatically set to Denied Access, which prevents the automatic upgrade of Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5. To enable the automatic upgrade to proceed, you must first set the permissions on this folder to Granted Access. For more information, see “To set the permissions on the MSADC folder before upgrading Agent Desktop Displays to Release 4.5” on page 704.
Are you having problems downloading third-party controls to the client PC? If your client PC runs Windows 2000 and you are having problems downloading required third-party controls to the client PC, it may be due to the settings for the local security policy Unsigned non-driver installation behavior. If this policy is set to Do not allow installation, then you cannot install unsigned third-party controls on the client PC. For more information on this policy, and for instructions on changing its settings, see “To verify your local security policy settings” on page 646.
Are you having problems while running two Symposium Web Client sessions simultaneously on one client PC? For proper Symposium Web Client functionality, you must not run more than one Symposium Web Client session at any given time on a single client PC. In certain scenarios, if you run more than one session simultaneously on a client PC (with different Web Client users), interference can occur between the sessions.
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Are you receiving “No Supervisors Defined” error messages in Contact Center Management? Problem: You have added supervisors through Contact Center Management and exited the component. When you return to the component and select the same server in Symposium Call Center Server on which you defined the supervisors, you find that the supervisors are not there, and an error message stating “No Supervisors Defined” appears. Solution: This problem can occur when the bindings order of the ELAN and CLAN network cards on the server in Symposium Call Center Server is not set up correctly. You must configure the bindings order of the network interface cards so that the CLAN card comes first, then the ELAN card, and then the virtual adapters for remote access. 1
On the server in Symposium Call Center Server, from the Start menu, click Settings ➝ Control Panel.
2
Double-click Network and Dial-up Connections.
3
Click either the CLAN or ELAN connection, and then, from the Advanced menu, click Advanced Settings.
4
In the Connections box, make sure that the CLAN connection is listed first. If it is not first, adjust the order so that it appears first.
5
Save your changes and close all windows.
6
Restart the server in Symposium Call Center Server.
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Application server Are you having problems reinstalling Symposium Web Client in Windows Server 2003? Problem: You are reinstalling Symposium Web Client on a server that is running Windows Server 2003, but the installation halts and you receive an error message that says the program cannot find a script file called PortLdap.vbs. Solution: This problem occurs only when you are reinstalling Symposium Web Client on an application server that is running Windows Server 2003, and you have tried to install the software in a different directory than that in which it was originally installed. When reinstalling Symposium Web Client on an application server that is running this operating system, you must install the software in the same directory in which it was originally installed, or this error will occur. In this case, you must first completely uninstall Symposium Web Client, and then reinstall the software, choosing the same directory in which it was originally installed.
Does your Symposium Web Client installation fail when you attempt to install on a Windows Server 2003 Release 2 operating system with the new optional features installed? Error Message The following error messages appear when attempting to install Symposium Web Client: The server is not operational, Error 0X80072J3A on GetObject method Run-time error ‘-2147463168 (80005000)’ ADSI error; an invalid directory pathname was passed.
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Symposium Call Center Web Client
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Troubleshooting
Problem Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 components listed above, your Symposium Web Client installation will fail.
Solution If you have attempted to install Symposium Web Client on Windows Server 2003 Release 2 operating system with the optional features installed, you must reinstall Windows Server 2003 Release 2 without installing the new optional features. Then proceed with the installation of Symposium Web Client. To install Windows Server 2003 Release 2 without the optional features, do not install or configure CD 2 of the Windows Server 2003 Release 2 installation CDs. When you are prompted to install CD 2, click Cancel and then click OK. For further details about installing the Windows Server 2003 Release 2 operating system without the optional features, consult “Windows Server 2003 installation checklist” on page 1089.
Do you need to change the computer name of the application server? Problem: You need to change the computer name of the application server, and you need to know when it is best to do so, and whether there are any special procedures that you must perform afterward.
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Solution: The tips for changing the computer name and suggested post-change tasks vary based on the operating system installed on the server (Windows 2000 Server/ Advanced Server or Windows Server 2003). See the appropriate scenario below for the solution: You need to change the computer name of a server that is running on Windows 2000 Server/Advanced Server If you need to change the computer name that you choose when installing the operating system, you must only do so before you install Active Directory and Symposium Web Client. You cannot change the computer name that you choose during the Windows 2000 Server/Advanced Server installation at a later date without disrupting the operations of both Symposium Web Client and Active Directory. Both applications require the computer name to be identified on the network. When Symposium Web Client runs on a Windows 2000 Server/Advanced Server platform, the application server must be a domain controller. If you need to change the computer name after Active Directory and Symposium Web Client are installed, then you must demote the server from being a domain controller, and in doing so, you will lose all Active Directory data (Symposium Web Client data). You need to change the computer name of a standalone or coresident server that is running on Windows Server 2003 When you change the computer name on a Windows Server 2003 platform after you install Symposium Web Client, there are several procedures that you must perform to reset the name so that Symposium Web Client (and, on coresident servers, Symposium Call Center Server and TAPI) function properly.
1016
1.
On a coresident server, an administrator must run the Symposium Call Center Server Computer Name Sync utility. For details, see the Symposium Call Center Server Installation and Maintenance Guide.
2.
On either a standalone or coresident application server, an administrator must reset the IUSR_SWC account to reflect the new computer name. For details, see “To reset the IUSR_SWC account to reflect a new computer name” on page 1017.
Symposium Call Center Web Client
December 2006
3.
Troubleshooting
After you change the computer name, some SOAP processes will not function properly (because they still refer to the old computer name). On either a standalone or coresident application server, an administrator or support technician must run the Symposium Web Client ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. For details, see “To run the ChangeSOAPSrv utility” on page 1047.
To reset the IUSR_SWC account to reflect a new computer name Perform this procedure on a standalone or coresident application server that is running Windows Server 2003 only if you have changed the computer name of the server after installing Symposium Web Client. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the tree, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.
3
Click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
4
Right-click Default Web Site, and then select Properties from the resulting pop-up menu. Result: The Default Web Site Properties window appears.
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5
Click the Directory Security tab.
6
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
7
Click Browse. Result: The Select User window appears.
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Symposium Call Center Web Client
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Troubleshooting
Click Advanced. Result: The bottom portion of the Select User window expands.
Planning, Installation, and Administration Guide
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Troubleshooting
9
Standard 7.02
Click Find Now. Result: The list of all the user accounts configured on the server appears.
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Troubleshooting
From the list of user accounts, highlight the IUSR_SWC account, and then click OK. Result: The Select User window reappears with the IUSR_SWC account listed at the bottom.
11
Click OK. Result: The Authentication Methods window reappears, with the IUSR_SWC user account shown.
12
In the Password box, you must type the same password that you originally used for this account when you configured it in the procedure “To add the IUSR_SWC account as the anonymous user account for IIS” on page 537.
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13
Standard 7.02
Click OK. Result: The Confirm Password window appears.
14
Type the password again, and then click OK. Result: The system records the password.
15
Click OK to save your changes.
Are the client PCs having problems starting Symposium Web Client? Checklist
Ensure that the IIS service is running on the application server.
Ensure that Active Directory is installed on the application server.
Confirm that the event viewer logs are configured correctly on the application server. For more information, see “To configure the event viewer logs on the application server” on page 1024.
To verify that IIS is running on the application server 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Services. Result: The Services window appears.
2
In the right pane, locate the IIS Admin Service.
3
In the Status column, verify that this service is Started.
To verify that Microsoft Active Directory is installed on the application server Click Start ➝ Programs ➝ Administrative Tools. If the following programs are listed on the Administrative Tools menu, Active Directory has already been installed on the application server:
1022
Active Directory Domains and Trusts
Active Directory Sites and Services
Active Directory Users and Computers
Symposium Call Center Web Client
December 2006
Troubleshooting
Are you having problems communicating with Symposium Call Center Server? Check to make sure that the Symposium Call Center Server IP address that you are using is valid. To test application server communication with Symposium Call Center Server If the application server cannot connect to Symposium Call Center Server, and you have already checked to make sure that the Symposium Call Center Server IP address is valid, follow these steps from the application server. 1
Ping Symposium Call Center Server. Contact your system administrator if you are unable to successfully ping Symposium Call Center Server.
2
Check your cabling.
3
Check the IP addresses for the application server(s) and the server(s) in Symposium Call Center Server.
4
Check the versions on servers in Symposium Call Center Server, and confirm that they are compatible with Symposium Web Client.
Using ICERTDTrace to trace IP multicast data Real-Time Display configurations of Symposium Web Client include a diagnostic tool called ICERTDTrace.exe to assist you in determining whether your network has been configured properly for IP multicasting. If you are experiencing Real-Time Reporting or Agent Desktop Displays problems, you can also identify where the problem originates. For example, you can use ICERTDTrace.exe to determine why real-time reporting is not displaying information on the application server after you have configured RSM on Symposium Call Center Server.
Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
To use ICERTDTrace to trace data sent from the Symposium Call Center Server to the application server 1
At a command prompt on the application server, navigate to the Symposium Web Client folder: C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server where [x] is the drive letter for the hard drive on which Windows 2000 Server is installed.
2
Enter the following command to trace data sent from Symposium Call Center Server to the application server: ICERTDTrace -r IPreceive Output from either of these commands is printed to the screen at run time, and to a text file called IPRcvLog.txt.
To use ICERTDTrace to trace data sent from the application server to clients 1
At a command prompt on the application server, navigate to the Symposium Web Client folder: C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server where [x] is the drive letter for the hard drive on which Windows 2000 Server is installed.
2
Enter the following command: ICERTDTrace -r IPSend Output from this command is printed to the screen at run time, and to a text file called IPSndLog.txt.
To configure the event viewer logs on the application server If the event viewer log properties are set to the default value of overwriting events after seven days, then the event log may become full, preventing Symposium Web Client users from logging on to the application server.
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December 2006
Troubleshooting
To avoid this problem, after you install Windows 2000 Server with Service Pack 3 (minimum) or Service Pack 4 or later (recommended), configure each of the event viewer logs on the application server to Overwrite events as needed by following the instructions below. 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Event Viewer. Result: The Event Viewer window appears, listing the log files on the Tree tab.
2
On the Tree tab, right-click the first log file, Application Log, and from the resulting pop-up menu, click Properties. Result: The corresponding properties window appears.
3
In the Log size area of the window, select the Overwrite events as needed option.
4
Click OK to save your changes and close the properties window.
5
Perform this procedure for each of the log files in the tree.
Are you having problems with Configuration’s Upload feature?
The amount of configuration data you can upload using Symposium Web Client’s Configuration component is restricted by the limits you have set in the Parameters tab of the Historical Statistics window in Symposium Call Center Server. For example, if you have a limit of 240 configured CDNs in the Historical Statistics on Symposium Call Center Server, you cannot upload more than 240 CDNs using the Symposium Configuration Tool spreadsheet. Always verify the Symposium Call Center Server limits before beginning the upload process. Ensure that you are uploading the template spreadsheet that you downloaded from Symposium Web Client’s Configuration component. Do not upload the M1 Data Extraction Tool spreadsheet. You must copy the data from the M1 Data Extraction Tool spreadsheet into the Symposium Web Client spreadsheet template, and then upload. If you suspect that there are problems with the Excel application, run Detect and Repair by clicking Help ➝ Detect and Repair. Excel searches for program defects and repairs them.
Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
If you are using a client PC to upload or download configuration data, try restarting the client PC. If the problems persist, try restarting the application server. The number of agent to skillset and agent to supervisor assignments that you can upload from the Symposium Configuration spreadsheets is restricted due to the Microsoft Excel limit of 256 columns per worksheet.
Are the real-time displays blank?
Ensure that the LAN/WAN supports multicast traffic by contacting your network administrator to confirm that the routers have multicast capabilities. Verify that you can send and receive data between Symposium Call Center Server, the application server, and the application server clients. For more information, see “Using ICERTDTrace to trace IP multicast data” on page 1023. Confirm that the RSM components are sending data to the same IP multicast address. Check the IP Receive address for the application server. Make sure that it matches the IP Send multicast address setting in Symposium Call Center Server. See “Modifying RSM settings and multicast rates” on page 77.
Multicast and unicast icons in real-time displays To help you troubleshoot problems with real-time displays, when you first launch a display and while the system is retrieving data, an icon appears on the display, identifying whether the application server supports multicast clients, unicast clients, or both multicast and unicast clients. The following graphic shows a display in which both icons are shown, indicating that the application server supports both multicast and unicast. In cases where only one transmission method is enabled, the corresponding icon appears on the display alone:
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Symposium Call Center Web Client
December 2006
Troubleshooting
Once the display is launched, the icon indicates the transmission mode that is actually being used to launch the display. The following graphic shows a display that is receiving data through a unicast connection, a dedicated connection between the application server and client PC:
If this display were receiving multicast data, there would be a multicast icon at the top and there would be no direct connection to the application server. Instead, the client would be “listening” to a shared multicast data stream. There are a number of reasons why the real-time displays can appear blank, as described in the following scenarios:
Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
No unicast sessions available This error normally appears on a client computer when an attempt to open a unicast channel fails and the client is not receiving multicast data. From the error message shown in the following graphic, you can see that the application server supports both multicast and unicast clients, so the implication is that this client is on a unicast-only segment of the network. The absence of a unicast icon indicates that the unicast connection was not successfully established and the client PC is not receiving data packets. In this case, close the display and try to launch it again later. Note: In this case, close the display and try to launch it again later. If the problem persists, you may need to increase the number of unicast connections that the application server allows (subject to prior engineering analysis).
No relevant data The following window appears on a client computer when it is receiving data, but the data is not relevant for the current display (for example, when the information is not available within the user’s partition(s) or the current filter blocks the data from the display). The presence of the unicast icon indicates that a unicast connection was successfully established and the client PC is receiving data packets.
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Symposium Call Center Web Client
December 2006
Troubleshooting
No data is available on the network This window appears on a client PC when it is not receiving any data. There is no icon at the top of the window, indicating that the display is not receiving any data. The Transmit Mode = Multicast note implies that the server only supports multicast, but, in this case, the client PC is not receiving multicast data. This may be the result of a network problem, or it may mean that the server should support unicast, but it has not been enabled. Report the problem to your administrator so that he or she can check the application server settings and enable unicast, if necessary. The administrator may also check the network settings to determine why the client PCs cannot receive multicast data.
The characters “*” and “0” appear in the display Occasionally, the statistics in a real-time display may stop updating and the characters “*” and “0” appear instead of the variable fields, as shown in the following graphic. In a unicast environment, this indicates that the server has stopped sending data to this client. You must close and reopen the display. In a multicast environment, this indicates that the server may have stopped sending the multicast stream. Run a trace on the application server if the problem persists. Planning, Installation, and Administration Guide
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Are you having problems with Active Directory? Nortel Networks recommends that you install the Windows 2000 support tools for troubleshooting problems with Active Directory in Windows 2000 Server. To Install Windows 2000 support tools 1
Insert the Microsoft 2000 CD in the application server’s CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel. Result: The Control Panel window appears.
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3
Troubleshooting
Click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-click the setup.exe file on the Symposium Web Client CD, or if the setup file launches automatically, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
Planning, Installation, and Administration Guide
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To switch Terminal Services to Install Mode and install the Windows 2000 support tools, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode.
4
Click Add New Programs.
5
Click CD or Floppy to indicate that you want to install the Windows 2000 support tools from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears.
7
Click Browse, and then navigate to D:\Support\Tools\setup.exe, where D: is the application server’s CD-ROM drive.
8
Click OK. Result: The Windows 2000 Support Tools Setup Wizard window appears.
9
Click Next. Result: The User Information Window appears.
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Troubleshooting
10
In the Name box and the Organization box, enter the appropriate information.
11
Click Next. Result: The Select An Installation Type window appears.
12
Click Typical.
13
Click Next. Result: The Begin Installation window appears.
14
Click Next. Result: After the system copies files to the application server, the Completing the Windows 2000 Support Tools Setup Wizard window appears.
15
Click Finish. Result: The After Installation window appears.
16
Click Next. Result: The Finish Admin Install window appears.
17
Click Finish.
Did you configure a name resolution server? If you did not configure a name resolution server, such as a DNS server, during the Windows 2000 Server installation, Symposium Web Client cannot find the Symposium Call Center Server systems. In this case, your next step is to manually update the HOSTS table. When you use server names to connect to an application server in TCP/IP networks, the server’s host name must be associated with an IP address. When the HOSTS table carries out this association, it is called host name resolution.
The HOSTS table resolves host names to IP addresses on local computers.
Sample host tables are provided with the Windows 2000 Server installation in the following directory: [x]:\WINNT\system32\drivers\etc
Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
Use a text editor to modify the host table(s), and to enter the name and IP address of
each Symposium Call Center Server
each NCC Server
ATTENTION
You do not have to use host tables for name resolution if the names of the servers in Symposium Call Center Server and the NCC server names are registered on a DNS server.
Sample host tables are provided below as a guideline, but are not intended to indicate exactly how the host tables should be configured on the application server. ATTENTION
Incorrectly modifying a host table on the application server can cause extensive network problems. Before you modify any of the host tables on the application server, you must carefully review the detailed information on HOSTS in the supporting documentation for Microsoft Windows 2000 Server.
Sample HOSTS table The HOSTS table consists of a list of IP addresses followed by a computer name: 123.4.56.100 webclient.nortel.com
At the end of the file, type the IP address and computer name of the servers that you are adding to the file. Separate the two values by using the space or tab key. Note: HOSTS tables are case-sensitive. Once you edit and save the file, the system automatically reads your new settings. If you are editing the sample HOSTS file, then save the file with no extension for the system to recognize your changes.
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Troubleshooting
Have you forgotten the iceadmin password? If you have forgotten or misplaced the iceadmin password, you can use the procedure in this section to reset it. Note: You can also use the first part of this procedure (steps 1 to 7) if you have forgotten or misplaced the password and you are upgrading from Symposium Web Client Release 4.5 SU02 to a later release. During the upgrade process, the system asks you to type the old iceadmin password. At this point in the installation—and without halting the installation process—you can perform steps 1 to 7 listed below, and then return directly to the upgrade installation, typing the iceadmin password that you supply in step 6 below as the old iceadmin password in the upgrade installation. Manually resetting the password involves the following two main steps: 1.
You must reset the password in Windows.
2.
You must reset the password by using the Iceadmin Password Change utility that is provided with Symposium Web Client.
To reset the iceadmin password Note: You must be logged on as a user with administrator privileges before you perform this procedure. 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the tree in the left pane, double-click the heading. Result: The heading expands to reveal a series of folders.
3
Click the Users folder. Result: The list of users configured in Active Directory appears in the right pane.
4
Locate and right-click the iceAdmin user.
5
From the resulting pop-up menu, select Reset Password. Result: The Reset Password window appears.
6
In the boxes provided, type the new password and confirm the password.
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Troubleshooting
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7
Click OK.
8
Close all windows to save your changes. Continue with the following steps to change the password using the Iceadmin Password Change Utility.
9
Click Start ➝ Programs ➝ Symposium Web Client ➝ Configuration.
10
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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11
Troubleshooting
Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
12
In the Old Password box, type the same password that you used in step 6.
13
In the New Password box, type a new password for the iceadmin user account.
14
In the Confirm Password box, type the new password again, and then click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components. You can now return to the procedure for upgrading Symposium Web Client.
Are you having problems with Select All in Historical Reporting, Contact Center Management, and Access and Partition Management? Problem: Your application server is running Windows Server 2003 (Enterprise or Standard Edition) and you use the server as a client PC to connect to Symposium Web Client. When you open certain pages in Contact Center Management, Access and Partition Management, or Historical Reporting, you cannot use the Select All button to select all agents, skillsets, or access classes, and the Submit button remains disabled when you click Select All. In addition, the Submit button remains disabled when you click individual agents, skillsets, or access classes. Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
In Access and Partition Management, when you are viewing a partition and you select a user from the Members area, you cannot see the selected user’s details. Solution: This problem occurs only on PCs that are running Windows Server 2003 and that are used to connect to Symposium Web Client. When Internet Explorer is used on a Windows Server 2003 platform, it includes the new Internet Explorer Enhanced Security Configuration, which is enabled by default. This configuration is designed to decrease the exposure of the server to potential attacks that can occur through Web content and application scripts. One of the features of this configuration is to automatically block web sites that are not listed in the Trusted Sites zone. In Symposium Web Client, certain pages in Contact Center Management, Historical Reporting, and Access and Partition Management that contain lists of agents, skillsets, and access classes make use of a behind-the-scenes URL called “about:blank” to display the information correctly. Even after you add the application server’s URL as a Trusted Site (for example, http://swcservername), you still need to add the “about:blank” URL as a Trusted Site as well. This ensures that the “about:blank” URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly. To add the “about:blank” URL as a Trusted Site 1
On the application server running Windows Server 2003, open Internet Explorer.
2
From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
3
Click the Security tab.
4
Click the Trusted Sites icon.
5
Click Sites. Result: The Trusted sites window appears.
1038
6
Ensure that the Require server verification {https:} for all sites in this zone check box is deselected.
7
In the Add this Web site to the zone box, type about:blank only (without the http:// prefix and without spaces).
8
Click Add. Symposium Call Center Web Client
December 2006
Troubleshooting
9
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
10
Click OK to save your changes and return to the Internet Options window.
11
Click OK to close the Internet Options window.
Are you receiving a message indicating that contents from the “about:blank” Web site are being blocked by the Internet Explorer Enhanced Security Configuration? For the solution to this problem, see “Are you having problems with Select All in Historical Reporting, Contact Center Management, and Access and Partition Management?” on page 1037.
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Troubleshooting
Standard 7.02
Symposium Call Center Server Are you having problems with the TFE and ASM services in Symposium Call Center Server? Problem: You have noticed that the TFE and ASM services do not start in Symposium Call Center Server, which, in turn, prevents the server from routing calls. Solution: The solution to this problem involves two main procedures: 1.
When the Symposium Web Client application server has more than one network interface card, you must ensure that the card configured for the CLAN comes first in the bindings order, followed by the other network card (which is not used in Symposium Web Client).
2.
Then you must also ensure that you disable the Automatic Private IP Addressing (APIPA) feature, which automatically assigns an IP address to a non configured network interface card. When communicating with the server in Symposium Call Center Server, the application server occasionally passes this invalid IP address on, which results in server degradation through repeated failed communication attempts.
To change the bindings order of the network interface cards on the application server
1040
1
On the application server, click Start ➝ Settings ➝ Control Panel.
2
Double-click Network and Dial-up Connections.
3
From the Advanced menu, click Advanced Settings.
4
In the Connections box, make sure that the CLAN connection is listed first. If it is not first, then use the arrow button to adjust the order so that it appears first.
5
Save your changes and close all windows.
6
Restart the application server.
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To disable the Automatic Private IP Addressing feature While you may choose to disable the feature for only the network interface card that is not being used, Nortel Networks recommends that you disable the feature for the application server as a whole, as shown in the following procedure. Note: Before performing this procedure, check to see if the IPAutoconfigurationEnabled value already exists in this registry folder: HKEY_LOCAL_MACHINE\CurrentControlSet\Services\Tcpip\Parameters If it exists, then ensure that it has the hexadecimal value of 0 (zero), and that the value type is DWORD. A value of 0 indicates that this feature is already disabled on the server. ATTENTION
The following procedure must only be performed by users who are familiar with modifying the registry. Microsoft warns that before you modify the registry, you must back it up and ensure that you understand how to restore the registry if a problem occurs. For information on backing up, restoring, and editing the registry, go to the following Microsoft Web page: http://support.microsoft.com/?scid=fh;[ln];kbhowto On this page, enter Knowledge Base article number 256986.
1
On the application server, click Start ➝ Run.
2
In the Open box, type regedit, and then click OK. Result: The Registry Editor opens, listing the available registry pages in separate folders.
3
Navigate to the following folder: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\ Parameters
4
In this folder, add a new DWORD value called IPAutoconfigurationEnabled.
5
Ensure that the new value has a hexadecimal value of 0 (zero). Note: The value of zero in brackets at the end of the hexadecimal string means that Automatic Private IP Addressing is disabled on this computer.
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6
1042
Standard 7.02
Restart the application server to save your changes.
Symposium Call Center Web Client
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Simple Object Access Protocol errors Are you receiving Simple Object Access Protocol errors? When you investigate Simple Object Access Protocol (SOAP) errors, you must check the settings and configuration on both the application server and the client PCs. This section is separated into the actions that you perform on each type of computer.
Application server If you are receiving Simple Object Access Protocol (SOAP) errors, check the following on the application server: 1.
Ensure that the application server is set up as a Trusted Site that allows the downloading of signed ActiveX Controls. For details, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
2.
Check for the required files on the application server, as follows:
In the following path: C:/Program Files/Common Files/MSSOAP/Binaries
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Troubleshooting
Standard 7.02
where C is the drive on which SOAP is installed, ensure that these required SOAP .dll files exist: MSSOAP30.dll SOAPIS30.dll WHSC30.dll WISC30.dll
3.
In the following path: C:/Program Files/Common Files/MSSOAP/Binaries/Resources/1033 where C is the drive on which SOAP is installed, ensure that this required SOAP .dll file exists: MSSOAPR30.dll In the following path: C:/WINNT/System32 where C is the drive on which the operating system is installed, ensure that the following Microsoft XML parser files exist: msxml4.dll msxml4r.dll Ensure that the application server is registered with the DNS server by logging on to Symposium Web Client using the application server name, instead of the IP address. a. On the application server (or on a client PC), open Internet Explorer. b. In the Address box, type the URL of your application server, using the appropriate protocol for your network (either HTTP or HTTPS). Result: If the server is registered with the DNS server, then the Symposium Web Client Logon page appears. If an error message appears, then the server name is not registered with the DNS server.
4.
Ensure that the appropriate SOAP files are using the application server name as follows: a. Navigate to the location where Symposium Web Client is installed: X:/Program Files/Nortel Networks/WClient/Apps/Common/SOAP b. Use a text editor, such as Notepad, to open the WSDL file, SOAPWrapper.WSDL.
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c. Scroll down to the end of the file and ensure that the port address does not reference localhost, but the application server name.
Example The following line shows an example where the port address references the localhost, which is the wrong configuration for Symposium Web Client: <soap:addresslocation='http://localhost/SWCCommon/SOAP/ SOAPWrapperCommon.ASP'/> If you see the above configuration, then you must replace localhost with the computer name of the application server. In the following example, the computer name of the application server is SWCCONFIG: <soap:addresslocation='http://SWCCONFIG/SWCCommon/SOAP/ SOAPWrapperCommon.ASP'/> 5.
Ensure that IIS is configured correctly, as follows: a. Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. b. In the Internet Information Services window, click the plus sign (+) beside the server name. c. In the tree, right-click Default Web Site, and then click Properties from the resulting pop-up menu. d. Click the Home Directory tab. e. Click Configuration. f.
On the App Mappings tab, in the Application Mappings box, verify whether the .wsdl extension appears under the Extension column heading.
g. If this value exists, then it references the SOAPISAP.dll at the location C:/Program Files/Common Files/MSSoap/Binaries/SOAPISAP.dll. h. Highlight this line, and then click Remove. i.
Click OK twice to save your changes.
j.
Close the Internet Information Services window.
k. Restart IIS to register your new changes.
6.
Ensure that the system can load the WSDL file, as follows:
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Troubleshooting
Standard 7.02
a. Open Internet Explorer. b. In the Address box, type the location of the WSDL file: http://servername/Common/SOAP/SOAPWrapper.WSDL where servername is the computer name of the application server. c. Press Enter. Result: The WSDL file should appear in XML format. If the system cannot load the file in this format, then an error message appears.
Client PC If you are receiving Simple Object Access Protocol (SOAP) errors, check the following on the client PC: 1.
Ensure that the application server is set up as a Trusted Site that allows the downloading of signed ActiveX Controls. For details, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
2.
Ensure that ClientSoap.msi is installed. To verify if it is installed, ensure that all the SOAP and Microsoft XML parser files noted on page 1043 are in the same locations on the client PC.
Note: The file WHSC30.dll only appears on client PCs running Windows Server 2003, Windows 2000 Server, and Windows XP. If the client PC runs on any other platform, then this file is not applicable. 3.
If ClientSoap.msi is not installed, then a message appears when you first attempt to log on to Symposium Web Client, giving you the option of downloading the Client Soap package from the application server. You must have administrative privileges to install this package.
4.
If you used the fully qualified domain name in the SOAP Configuration Parameters window when you installed Symposium Web Client on the application server, then you must also add this name as a Trusted Site on each client PC that accesses the application server. Ensure that the name is set as a Trusted Site by performing the following steps: a. Click Tools ➝ Internet Options. b. Click the Security tab. c. Click the Trusted Sites icon.
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d. Click Sites. e. Deselect the Require server verification {https:} for all sites in this zone check box. f.
In the Web sites box, ensure that the fully qualified domain name appears.
You receive a message indicating that you must run the ChangeSOAPSrv utility Note: This message and the procedure that follows are applicable only to Symposium Web Client 4.5 SU05 or later; the message does not appear if you have a previous release of the software installed. This message appears when you launch a component that requires SOAP (for example, the Configuration component), but SOAP has not been configured correctly. When you launch the utility, it reconfigures the server name settings in the .WSDL files, enabling SOAP to function properly. This message usually appears because the incorrect server name was entered in the SOAP Configuration Parameters window during the Symposium Web Client installation. If the Symposium Web Client default URL is the application server’s fully qualified host name (for example,.<domain name>.com), then you must type this name during the installation. Likewise, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name in the SOAP Configuration Parameters window. However, if the server’s computer name was entered in this window instead, then SOAP malfunctions, and the ChangeSOAPSrv message appears. To run the ChangeSOAPSrv utility If you have received a pop-up message indicating that you must run the ChangeSOAPSrv utility, perform this procedure. 1
On the application server, open a command prompt and navigate to the directory: C://Program Files/Nortel Networks/WClient/Apps/Supportutil where C: is the drive on which Symposium Web Client is installed.
2
At the prompt, type the following text:
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Standard 7.02
ChangeSOAPSrv C://Program Files/Nortel Networks/WClient/Apps/ Common/SOAP; where is the name of the server, or the Fully Qualified Domain Name, if this is what you use as the Symposium Web Client default URL (for example, .<domain name>.com). 3
Press Enter. Result: A window appears, showing the updated SOAP files.
4
1048
Try launching and working with a Symposium Web Client component that requires SOAP (for example, Configuration).
Symposium Call Center Web Client
Appendix A
Installation worksheets and checklists In this appendix Overview
1050
Pre-installation worksheet
1051
Installation checklist for Windows 2000 Server/Advanced Server
1063
Installation checklist for Windows Server 2003
1069
Windows 2000 Server/Advanced Server installation checklist
1080
Windows Server 2003 installation checklist
1089
Planning, Installation, and Administration Guide
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Installation worksheets and checklists
Standard 7.02
Overview Before installing Windows 2000 Server/Advanced Server, or Windows Server 2003, and Symposium Web Client, Nortel Networks recommends that you complete the “Pre-installation worksheet” on page 1051. This worksheet lists tasks and information that you need to complete or gather before the installation. During the installation, you must install and configure software in a precise order on the server in Symposium Call Center Server, on the Symposium Web Client application server, and on client PCs. Follow the order listed in the appropriate installation checklist for your operating system to ensure that Symposium Web Client functions properly upon completion of the installation. For details, see “Installation checklist for Windows 2000 Server/Advanced Server” on page 1063, or “Installation checklist for Windows Server 2003” on page 1069. ATTENTION
1050
When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
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Installation worksheets and checklists
Pre-installation worksheet Pre-installation questions
Fill in the required information
1 Computer name that will be assigned to the application server? Note: The computer name can be a maximum of 12 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, “-”). No other characters are allowed [for example, the name cannot include any underscores (_)].If you need to change the computer name of the server, there are different restrictions for doing so, based on the operating system that is installed on the application server, For details, see page 1083 (Windows 2000 Server/ Advanced Server) or page 1093 (Windows Server 2003). 2 IP address for the application server?
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Installation worksheets and checklists
Pre-installation questions
Standard 7.02
Fill in the required information
3 Name of the domain for the application server? Note: Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. If you are installing Symposium Web Client on a server that is running Windows Server 2003, you have the option of adding the server to an existing Active Directory domain or keeping the application server as a standalone server. To add the server to an existing domain, you need to know the fully qualified domain name of the domain, including the prefix and suffix. Note: Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. You cannot change the domain name after you install Symposium Web Client. To change the domain name, you must uninstall and reinstall the software with the new name. 4 Subnet that the application server belongs to?
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Pre-installation questions
Installation worksheets and checklists
Fill in the required information
5 Is the computer name of the application server registered with the DNS server? From the client PC, type ping -a appserver-ip-address. The system must return the same name that is registered with the DNS server for the application server. If the computer names do not match, you must resolve the conflict before proceeding. 6 Default gateway that the application server will use? 7 Are the unique CLAN IP addresses of each Symposium Call Center Server system registered with Domain Name Services (DNS)? 8 Is the physical computer name of each Symposium Call Center Server registered with the DNS server? From the application server, type ping -a CLAN IP address. The system must return the same name that is registered with the DNS server for each Symposium Call Center Server. If the computer names do not match, you must resolve the conflict before proceeding. 9 IP address for the Preferred DNS server (to enable forward/reverse lookups)?
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Installation worksheets and checklists
Pre-installation questions
Standard 7.02
Fill in the required information
10 IP address for the Alternate DNS server? 11 What is the name and CLAN IP address of
each Symposium Call Center Server system? Network Control Center (NCC) server?
This information must be entered in the HOSTS table if the CLAN IP addresses of each Symposium Call Center Server system are not registered with the DNS server. For more information, refer to “Did you configure a name resolution server?” on page 1033. You also require this information when you first configure your call center using Symposium Web Client.
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Pre-installation questions
Installation worksheets and checklists
Fill in the required information
12 What is the name and CLAN IP address of the application server? On each client PC, you must be able to resolve the Symposium Web Client application server’s host name to an IP address (for example, when you type ping on the client PC, the command must succeed). Nortel Networks recommends that the application server’s host name be resolved by the corporate DNS server(s). Alternatively, on each client PC, you can populate the HOSTS file with the name and CLAN IP address of the application server. For more information, refer to “Did you configure a name resolution server?” on page 1010. Consult the Microsoft documentation for further information regarding name resolution methods. Consult your network team for information on the site-specific method of name resolution. 13 The number of concurrent connections that will be established between clients and the application server to allow the application server to communicate with other networks/ subnetworks? 14 Is the network connection between the client PCs and the application server multicast-capable? Planning, Installation, and Administration Guide
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Installation worksheets and checklists
Pre-installation questions
Standard 7.02
Fill in the required information
15 IP multicast address that Symposium Call Center Server is using to send data to Symposium Web Client? (This IP multicast address will also be used as the application server’s receiving IP multicast address.) 16 The IP multicast address that the application server will use to send Real-Time Reporting and Agent Desktop Displays data to its clients? 17 The IP multicast address that the application server will use to send Emergency Help data to its clients (if different than the address used to send Real-Time Reporting and Agent Desktop Displays data)? Note: The application server can have two different IP Send addresses: one used to send Real-Time Reporting and Agent Desktop Displays data to client PCs, and another used to send Emergency Help data to client PCs. You can use two different IP addresses, or you can use one IP Send address for both types of data. 18 Has Real-time Statistics Multicast (RSM) been enabled on Symposium Call Center Server? For more information, refer to Chapter 2, “Preparing Symposium Call Center Server.”
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Pre-installation questions
Installation worksheets and checklists
Fill in the required information
19 Have you modified the default RSM settings on Symposium Call Center Server? For more information, refer to “Modifying Real-time Statistics Multicast settings” on page 75. 20 What multicast rate (the default rate is 5 seconds) are you going to use? For more information, refer to “Modifying RSM settings and multicast rates” on page 77. 21 If you are going to use multicast, is it enabled on the network where the client PCs are located? 22 If the application server is connecting to more then one Symposium Call Center Server, is multicast enabled in these network segments as well? 23 What is the Time-To-Live setting for RSM? For more information, refer to “Modifying RSM settings and multicast rates” on page 77.
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Installation worksheets and checklists
Pre-installation questions
Standard 7.02
Fill in the required information
24 Which real-time statistics are you going to collect? M1/Succession 1000 (skillset, application, agent, nodal, route, IVR) DMS/MSL-100 (skillset, application, agent, nodal) For more information, refer to “Modifying RSM settings and multicast rates” on page 77. 25 What is the name of your mail server? You must enter this information if you are configuring automatic e-mail notification in the Historical Reporting component. See “Configuring Historical Reporting” on page 208. 26 Which e-mail address should be used for notification of Non-delivery reports? You must enter this information if you are configuring automatic notification of the Non-Delivery report in Historical Reporting. See “Configuring Historical Reporting” on page 208. 27 What is the name and IP address of the printer you will be using for Historical Reporting and Scripting? See “To set up a default printer” on page 211.
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Pre-installation questions
Installation worksheets and checklists
Fill in the required information
28 Which operating system are you installing on the Symposium Web Client application server (Windows 2000 Server or Windows Server 2003)? Choose the appropriate installation chapter based on your answer. 29 Does your company require that you follow the optional Nortel Networks security guidelines, such as Installing and configuring IIS Lockdown (Windows 2000 Server only), or installing URLScan? These procedures are listed in the sections Section E: “Security and the server (Windows 2000 Server)” on page 231, and Section G: “Security and the server (Windows Server 2003)” on page 619. If the security policy at your company does not require any of the settings listed in either of these sections, then you can skip these procedures.
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Installation worksheets and checklists
Pre-installation questions
Standard 7.02
Fill in the required information
30 What is the network impact of adding Symposium Web Client to your network? Ensure that you understand the requirements for Agent Desktop Displays, multicast communication, and Terminal Services. If your operating system is Windows 2000 Server, ensure that you understand the requirement for the application server to be the domain controller in its own domain, within its own domain forest. For Windows Server 2003, ensure that you understand the requirements for Active Directory Application Mode and replication.
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Pre-installation questions
Fill in the required information
31 How many client PCs will require access to the Script Manager component (for script editing)? Note: As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for enduser compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
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Pre-installation questions
Standard 7.02
Fill in the required information
32 Is Internet Explorer configured on client PCs to use a Proxy Server? If so, notify your Proxy Server administrator to avoid any potential browsing problems. 33 Have you downloaded the most recent Service Update for Symposium Call Center Server and Symposium Web Client from http:// www.nortel.com/espl? 34 Only if you are upgrading from Symposium Web Client Release 4.5 SU02 to a later version, what is the existing password for the iceadmin user account?
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Installation checklist for Windows 2000 Server/Advanced Server Note: The following checklist provides an overview of the steps you must follow to install Symposium Web Client in a non-Citrix environment. For a general overview of the steps involved in setting up a Citrix environment, see the “Symposium Web Client and Citrix installation checklist” on page 1107. Install order
Installation task description
✓
Symposium Call Center Server 1
Configure the Real-Time Statistics Multicast (RSM) component on each server in Symposium Call Center Server that provides real-time statistics. For more information, refer to Chapter 2, “Preparing Symposium Call Center Server.”
❑
2
Test the Real-Time Statistics Multicast service. For more information, see “Testing the Real-time Statistics Multicast service” on page 85.
❑
3
Download and apply the latest Service Update for Symposium Call ❑ Center Server from http://www.nortel.com/espl. Then check to see if there are any updates posted in installation addenda on either http://www.nortel.com (for end customers), or http:// www.nortel.com/prd/picinfo/ (for distributors).
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Installation worksheets and checklists
Install order
Standard 7.02
✓
Installation task description
Application Server ❑ 4 Install Windows 2000 Server/Advanced Server with SMTP, Internet Information Services (IIS), Terminal Services, and Terminal Services Licensing. For more information, refer to “Windows 2000 Server/Advanced Server installation checklist” on page 1080. Notes:
5
After you have finished installing all software on the application server, you must configure Terminal Services and activate the Terminal Services License Server. For more information, see “Configuring Scripting” on page 217, and “To activate the Terminal Services License Server” on page 226. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server because it is a domain controller.
Install Windows 2000 Server Service Pack 3 (minimum), Service ❑ Pack 4 or later (recommended) if it was not installed during the Windows 2000 installation. Note: A Microsoft Windows 2000 memory leak fix is included in Windows 2000 Server Service Pack 2. Therefore, you must install this Service Pack or later on the application server.
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Installation worksheets and checklists
Install order
Installation task description
✓
6
Check the bindings order for the network interface cards. If the application server has more than one network interface card, you must configure the bindings order so that the CLAN card comes first, followed by the other card.
❑
TIP: 1 From the Start menu, choose Settings ➝ Control Panel. 2 Double-click Network and Dial-up Connections. 3 Click a network connection, and then from the Advanced menu, click Advanced Settings. 4 In the Connections box, make sure that the CLAN connection is listed first. If it is not first, adjust the order. 7
Install Microsoft Active Directory. For more information, refer to ❑ “Installing Microsoft Active Directory” on page 103.
8
Add the application server’s IP address to the TCP/IP properties ❑ window. For more information, see “To add the loop back address of the application server to the TCP/IP properties” on page 117.
9
Install the third-party application, Sybase Open Client Version ❑ 12.5, for the Historical Reporting and Contact Center Management components. For more information, refer to “Installing Sybase Open Client on the application server” on page 122.
10
Install Symposium Web Client. For more information, refer to “Installing Symposium Web Client (Windows 2000 Server)” on page 132.
11
Download and apply the latest Service Update for Symposium ❑ Web Client from http://www.nortel.com/espl. Then check to see if there are any updates posted in installation addenda on either http:/ /www.nortel.com (for end customers), or http://www.nortel.com/ prd/picinfo/ (for distributors).
Planning, Installation, and Administration Guide
❑
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Installation worksheets and checklists
Standard 7.02
Install order
Installation task description
✓
12
Upgrade Microsoft Internet Explorer from v.5.0 to v.6.0 Service Pack 1. For more information, see “Upgrading Internet Explorer on the application server” on page 152.
❑
Note: Internet Explorer 6.0 or later is required so support personnel can access the application server. 13
Configure Real-Time Reporting, including the multicast and unicast settings. For more information, see “Configuring RealTime Reporting” on page 198.
❑
14
Configure Emergency Help. For more information, refer to “Configuring Emergency Help” on page 206.
❑
15
Configure SMTP on the application server (if you are using the Historical Reporting component). For more information, refer to “Configuring Historical Reporting” on page 208.
❑
16
Configure Terminal Services on the application server. For more information, refer to “Configuring Scripting” on page 217.
❑
Note: While configuring Terminal Services, you must activate the Terminal Services License Server on the application server. For more information, see “To activate the Terminal Services License Server” on page 226.
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❑
17
Configure Agent Desktop Displays’ server component (if Agent Desktop Displays is going to be used on a client). For more information, refer to “Configuring Agent Desktop Displays” on page 228.
18
Optionally, configure the application server for optimum security. ❑ To do so involves choosing from a series of optional procedures, such as removing the Windows 2000 Everyone group, changing the default Anonymous Internet Guest account, disabling the parent path in IIS, and enabling Secure Sockets Layer. For more information, see Section E: “Security and the server (Windows 2000 Server)” on page 231.
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Installation worksheets and checklists
✓
Install order
Installation task description
19
❑ Optionally, install the automated assignments feature. For more information, see the XML Assignments User Guide. This guide and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
20
Optionally, if you want to use a localized version of Symposium ❑ Web Client, install the appropriate language pack and configure the server for this language. For more information, see “Overview of steps for configuring multiple language support” on page 179.
Client Workstation 21
Install any required third-party applications.
❑
Note: The third-party applications that must be installed on a client vary depending on the client’s operating system. For more information, refer to “Installing third-party software on a client” on page 636. 22
Configure Internet Explorer. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
❑
23
Install Agent Desktop Displays on client PCs.
❑
If you experience technical difficulties while installing Symposium Web Client, ensure that you have downloaded the latest Service Updates and Performance Enhancement Packages (PEPs) for Symposium Call Center Server and for Symposium Web Client. You can access the most recent updates and any changes posted in installation addenda from http://www.nortel.com/espl.
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Installation worksheets and checklists
Standard 7.02
Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Nortel Networks personnel use pcAnywhere only as a remote support tool. If you require remote support from Nortel Networks, it is recommended that you install pcAnywhere Version 11.0.1. For more information, see “To install pcAnywhere 11.0.1” on page 993. Note: If your operating system is Windows Server 2003, then you must use pcAnywhere version 11.0.1 or later. Previous versions of the pcAnywhere software are incompatible with this operating system.
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Installation checklist for Windows Server 2003 If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then you must follow the instructions in the Symposium Call Center Server Installation and Maintenance Guide to install and configure the operating system and the Symposium Call Center Server software. Then, return to this checklist, start at step 11 to install the Symposium Web Client software, and proceed with the remainder of the checklist. ATTENTION
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2.
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Install order
Standard 7.02
✓
Installation task description
Symposium Call Center Server
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1
Configure the Real-Time Statistics Multicast (RSM) component on each server in Symposium Call Center Server that provides real-time statistics. For more information, refer to Chapter 2, “Preparing Symposium Call Center Server.”
❑
2
Test the Real-Time Statistics Multicast service. For more information, see “Testing the Real-time Statistics Multicast service” on page 85.
❑
3
Download and apply the latest Service Update for Symposium Call ❑ Center Server from http://www.nortel.com/espl. Then check to see if there are any updates posted in installation addenda on either http://www.nortel.com (for end customers), or http:// www.nortel.com/prd/picinfo/ (for distributors).
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Installation worksheets and checklists
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Installation task description
Application Server 4 If you currently have the following conditions, then perform this step; otherwise, you can skip to step 5:
❑
Symposium Web Client 4.5 and Windows 2000 Server/ Advanced Server are currently installed on the application server. You are about to wipe the server clean to prepare for Windows Server 2003. You have some client PCs in your network that are running Agent Desktop Displays 4.0 and that do not have the client SOAP package installed.
Before installing Windows Server 2003 and Symposium Web Client 4.5 on the application server, upgrade all client PCs to Agent Desktop Displays 4.5 and install SOAP on them. With Windows 2000 Server/Advanced Server, the automatic upgrade/ download of this client software is supported; with Windows Server 2003, however, it is not supported (you must manually install the software on each client PC). For details, see “To upgrade the Agent Desktop Displays client software” on page 705. 5
Create an NTFS partition as the primary partition on the server.
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Install order
Installation task description
6
❑ Install Windows Server 2003 Enterprise Edition or Standard Edition with SMTP, Internet Information Services (IIS), Terminal Services, and Terminal Services Licensing. For more information, refer to the “Windows Server 2003 installation checklist” on page 1089. Notes:
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs: Active Directory Services Distributed File System Management and Monitoring Tools Microsoft .NET Framework 2.0 Beta 2 Other Network File and Print Services Subsystem for UNIX-based Windows Share Point Services If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD2 during the installation of Windows Server 2003 Release 2.
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After you have finished installing all software on the application server, you must activate the Terminal Services License Server. For more information, see “To activate the Terminal Services License Server” on page 613. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server. Symposium Call Center Web Client
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Install order
Installation task description
✓
7
Check the bindings order for the network interface cards. If the application server has more than one network interface card, you must configure the bindings order so that the CLAN card comes first, followed by the other card.
❑
TIP: 1 From the Start menu, choose Settings ➝ Control Panel. 2 Double-click Network and Dial-up Connections. 3 Click a network connection, and then from the Advanced menu, click Advanced Settings. 4 In the Connections box, make sure that the CLAN connection is listed first. If it is not first, adjust the order. 8
When installing Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. For details, see “Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)” on page 332.
9
Install required hotfixes and patches from Microsoft:
❑
Note: The following hotfixes are not required if you have installed Windows Server 2003 with Service Pack 1.
Internet Group Management Protocol (IGMP) hotfix patch
Jet Database Engine hotfix Patch
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Standard 7.02
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Install order
Installation task description
10
❑ Install the third-party application, Sybase Open Client version 12.5, for the Historical Reporting and Contact Center Management components. For more information, refer to “Installing Sybase Open Client on the application server” on page 351. Note: If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed and you do not need to install it again. Likewise, you do not need to verify the version of Sybase that is installed, nor do you need to upgrade the Sybase 12.5 ODBC driver. Instead, you can proceed directly to installing Symposium Web Client.
11
Install Symposium Web Client. For more information, refer to “Installing Symposium Web Client (Windows Server 2003)” on page 370.
❑
Note: When you install the Symposium Web Client software on a server running Windows Server 2003, the system automatically installs Active Directory Application Mode (ADAM), which is required by this operating system. During the installation, you can choose whether to install a standalone instance of ADAM, or if you want to replicate this instance with other existing Symposium Web Client-specific instances of ADAM. 12
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Download and apply the latest Service Update for Symposium ❑ Web Client from http://www.nortel.com/espl. Then check to see if there are any updates posted in installation addenda on either http:/ /www.nortel.com (for end customers), or http://www.nortel.com/ prd/picinfo/ (for distributors).
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Install order
Installation task description
✓
13
Adding the application server to an existing domain
❑
Note: If you are installing a coresident server that includes a TAPI server, you must add the server to a domain, and you do so after you install the TAPI software. However, if you are installing either a standalone server or a coresident server with only Symposium Call Center Server and Symposium Web Client, you have the option of adding the server to an existing Active Directory domain. If you choose to do so, regardless of whether you are installing a standalone or coresident server, you add the server to your domain only after you have installed the operating system and Symposium Web Client. You cannot add the coresident server to a domain before installing Symposium Web Client. This procedure is optional; if your application server is a member server of a domain, then you can skip this step and proceed with the remainder of the checklist. If you are installing a coresident server with TAPI, then you must perform his procedure, and you do so after you install the TAPI software. 1. To add the server as a member of an existing domain, right-click My Computer, and then select Properties. 2. In the System Properties window, click the Computer Name tab. 3. To add the server to a domain, click Change. 4. In the Computer Name Changes window, you can change the computer’s name and its domain or workgroup affiliation. To add the server to an existing domain, click the Domain option button, and then type the name of the domain (you must provide the Fully Qualified Domain Name of the domain, which includes the prefix and suffix). 5. Click OK. When the system has processed your change successfully, it notifies you that the server now belongs to the domain that you specified. 6. Restart the server when prompted to do so.
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Install order
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14
Note: If you are not installing a coresident server, or if you have ❑ decided to not add the coresident server to a domain, then you can proceed to the next step. If you are installing a coresident server and you have just added the server to a domain, then you must now ensure that the Windows Time Service is disabled according to the following procedure: 1. Check that the M1/Succession time is within 10 seconds of the DomainController time. If not, adjust the M1/Succession time to match the Domain Controller time. 2. On the Windows desktop, right-click MyComputer, and then choose Manage ➝ Services and Applications ➝ Services. 3. In the right-hand pane, right-click Windows Time Service, and then select Stop. 4. When the Windows Time Service stops, right-click Windows Time service again, and then select Properties. 5. On the General tab, change the Startup Type to Disabled. 6. Click Apply, and then click OK. 7. In the Computer Management window, check that the Windows Time Service Startup Type is disabled. 8. Close the window.
Nortel Networks recommends that the time difference between the M1 and the domain controller time be kept within a few seconds (+/- 10 seconds). The maximum difference can be up to 5 minutes before Kerberos authentication problems may arise. You should check the times on the M1/Succession and the domain to ensure that the 5-minute tolerance is not exceeded. 15
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Optionally, if you are going to use the application server as a client ❑ PC in Symposium Web Client, you must configure Internet Explorer. For details, see “Configuring Internet Explorer” on page 531.
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Install order
Installation task description
16
Add the IUSR_SWC account as the anonymous user account in IIS. ❑ This procedure involves changing the default password of the account, and then adding the account as the anonymous user in IIS. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
17
Configure Real-Time Reporting, including the multicast and unicast settings. For more information, see “Configuring RealTime Reporting” on page 572.
❑
18
Configure Emergency Help. For more information, refer to “Configuring Emergency Help” on page 580.
❑
19
Configure SMTP on the application server (if you are using the Historical Reporting component). For more information, refer to “Configuring Historical Reporting” on page 582.
❑
20
Configure Terminal Services on the application server. For more information, refer to “Configuring Scripting” on page 591.
❑
Note: While configuring Terminal Services, you must activate the Terminal Services License Server on the application server. For more information, see “To activate the Terminal Services License Server” on page 613. 21
Configure the Agent Desktop Displays’ server component (if ❑ Agent Desktop Displays is going to be used on a client). For more information, refer to “Configuring Agent Desktop Displays” on page 616.
22
Optionally, configure the application server for optimum security. ❑ To do so involves choosing from a series of optional procedures, such as installing URLScan and enabling Secure Sockets Layer. For more information, see Section F: “Security and the server (Windows Server 2003)” on page 619.
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Install order
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23
❑ Optionally, install the automated assignments feature. For more information, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
24
Optionally, if you want to use a localized version of Symposium Web Client, install the appropriate language pack and configure the server for this language. For more information, see “Configuring multiple language support” on page 550.
❑
Client Workstation 25
Install any required third-party applications.
❑
Note: The third-party applications that must be installed on a client vary depending on the client’s operating system. For more information, refer to “Installing third-party software on a client” on page 636. 26
Configure Internet Explorer. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
❑
27
Install Agent Desktop Displays on client PCs.
❑
If you experience technical difficulties while installing Symposium Web Client, ensure that you have downloaded the latest Service Updates and Performance Enhancement Packages (PEPs) for Symposium Call Center Server and for Symposium Web Client. You can access the most recent updates and any changes posted in installation addenda from http://www.nortel.com/espl.
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Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Nortel Networks personnel use pcAnywhere only as a remote support tool. If you require remote support from Nortel Networks, it is recommended that you install pcAnywhere version 11.0.1. For more information, see “To install pcAnywhere 11.0.1” on page 993. Note: When your operating system is Windows Server 2003, then the only compatible version of pcAnywhere is 11.0.1 or later; previous releases of pcAnywhere are incompatible with Windows Server 2003. pcAnywhere and coresidency If you are installing Symposium Web Client on a coresident server, then you can use the installation of pcAnywhere that you have completed with the Symposium Call Center Server installation. Neither Symposium Web Client nor TAPI function on a server on which RAS is configured; additionally, TAPI does not function on a server on which a modem is configured and used. When Symposium Call Center Server is installed on a coresident server, RAS is not enabled. Instead, Nortel Networks recommends that users configure a Virtual Private Network (VPN) connection for the coresident server. For details on configuring a VPN connection for use with pcAnywhere on a coresident server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
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Standard 7.02
Windows 2000 Server/Advanced Server installation checklist ATTENTION
To minimize the risk of post-installation issues due to misconfiguration, Nortel Networks recommends that you install the operating system from the original operating system CD-ROM, following the instructions in this installation checklist. If you choose to install the operating system from a disk-cloned image, then you must ensure that the image is taken from an installation where all instructions in the following checklist have been followed. Installations from a disk-cloned image of the operating system, where the instructions in the following checklist were not followed, can result in problems that are difficult to diagnose and can delay the commissioning of Symposium Web Client.
The following checklist outlines the Windows 2000 Server/Advanced Server installation order. You can use this checklist in both a regular Symposium Web Client environment in which you install Windows 2000 Server/Advanced Server only on the application server, or in a Citrix environment, in which you install the software on the Terminal Services/Citrix server. The installation order and instructions are identical in each case, with the few exceptions for the Terminal Services/Citrix server noted in the applicable cells. Each exception is indicated by an asterisk (*), followed by the specific instructions for the Terminal Services/Citrix server. Note: If you are using the following checklist to install Windows 2000 Server/ Advanced Server on a Terminal Services/Citrix server, you can substitute the term “application server” in the checklist for your server, unless otherwise indicated.
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Windows 2000 Server/Advanced Server installation checklist
Set up a partition on the application server with an NTFS file system on the partition that will contain the Web Client application.
✓
❑
ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows 2000 Server/Advanced Server documentation for more information before you perform this procedure. Failure to do so may result in loss of data. After creating the partition, the system copies Windows 2000 ❑ Server/Advanced Server files to the hard drive. When the copy process is complete, the system restarts. Windows 2000 Server/Advanced Server displays the following ❑ windows:
a system devices (mouse, keyboard, monitor, and so on) installation window a regional settings window in which you can customize the system for your current geographical region an identification window in which you can enter your name and the name of your organization
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Standard 7.02
Windows 2000 Server/Advanced Server installation checklist
✓
Licensing Modes window
❑
The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box. *See Note.
Note: For the application server, the number that you type in this box must be equal to at least the number of Terminal Services Client Access Licenses (CALs) that you have purchased. The number of script editing sessions allowed depends on the number of Windows 2000 Server/Advanced Server CALs and Terminal Services CALs that you have purchased, whichever is lower (each client accessing the Script Manager or Editor portion of Scripting requires both of these types of licenses; however, you may have other client workstations in your network that only have Windows 2000 Server/Advanced Server CALs, and do not require access to Scripting). For the Terminal Services/Citrix server, this number depends on your organization, and is based on the number of licenses available.
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Windows 2000 Server/Advanced Server installation checklist
✓
Computer Name and Administrator Password window
❑
1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator. This information should be recorded in the “Preinstallation worksheet” on page 1051. The computer name can be a maximum of 12 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, "-"). No other characters are allowed [for example, the name cannot include any underscores (_)]. 2 Type the password for the Administrator account for this computer. You must use this password whenever the user name Administrator is used to log on to the computer on which Symposium Web Client resides. Warning
You cannot change the computer name that you choose during the Windows 2000 Server/Advanced Server installation at a later date without disrupting the operations of both Symposium Web Client and Active Directory. Both applications require the computer name to be identified on the network. When Symposium Web Client runs on a Windows 2000 Server/ Advanced Server platform, the application server must be a domain controller. If you need to change the computer name after Active Directory and Symposium Web Client are installed, then you must demote the server from being a domain controller, and in so doing, you will lose all Active Directory data (Symposium Web Client data). Therefore, if you need to change the computer name that you choose when installing the operating system, you must only do so before you install Active Directory and Symposium Web Client.
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Standard 7.02
Windows 2000 Server/Advanced Server installation checklist
✓
Windows Components window
❑
Accept the default values in this window, and click Terminal Services and Terminal Services Licensing.* On the application server, Terminal Services is required for Symposium Web Client’s Scripting component. SMTP is a subcomponent of IIS and is checked by default.* Click Internet Information Services, and then click Details to see SMTP on the components list. * When installing on the Terminal Services/Citrix server, click the check box beside Do not install Terminal Services Licensing. Also, deselect the check mark beside SMTP. This server does not require Terminal Services Licensing or SMTP. Note: As of date of publication, the following information on Client Access Licensing was available from Microsoft. You must consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
Date and Time Settings window
❑
Adjust as required.
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Windows 2000 Server/Advanced Server installation checklist
✓
Terminal Services Setup windows
❑
1 Click Application Server mode. 2 Click Next. 3 Click Permissions Compatible With Terminal Server 4.0 Users.* 4 Click Next. 5 Restart the server, if prompted to do so. *If all of the application server’s client PCs are running on the Windows 2000 Professional platform, you can click Permissions Compatible With Windows 2000 Users. If you are installing on the Terminal Services/Citrix server, then you can always click this option. Network Settings window
❑
1 Click Custom Settings. 2 Click Next. The Networking Components window appears.
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Standard 7.02
Windows 2000 Server/Advanced Server installation checklist
✓
Networking Components window
❑
Use this window to set up subnets, gateways, and domain names. Note: Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. You cannot change the domain name after you install Symposium Web Client. To change the domain name, you must uninstall and reinstall the software with the new name. 1 Click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Note: Do not use dynamic IP addressing. 2 Click Use the following IP address, and, in the IP address section, enter the IP address for the application server, the subnet mask, and default gateway that your company uses. 3 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 4 Click Advanced. The Advanced TCP/IP Settings window appears.
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Windows 2000 Server/Advanced Server installation checklist
✓
Advanced TCP/IP Settings window
❑
1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes, and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. 5 Click Next. The Workgroup or Computer Domain window appears. Workgroup or Computer Domain window
❑
Note: You must set up the application server as a stand-alone server. However, the Terminal Services/Citrix server must be added to your existing domain. 1 Based on the type of server on which you are installing Windows 2000 Server/Advanced Server, perform either of the following steps:
For the application server, click No, this computer is not on a network, or is on a network without a domain. For the Terminal Services/Citrix server, click Yes, make this computer a member of the following domain to include this server in your existing domain. Then specify your domain name in the text box provided.
2 Click Next. The Installing Components window appears.
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Windows 2000 Server/Advanced Server installation checklist
✓
Installing Components window
❑
The Windows 2000 Server Setup Wizard continues with the installation, copying the files required for the settings you have selected. ❑
Performing Final Tasks window
In this window, Setup registers components, installs Start menu components, and removes temporary files. Upgrading to Windows 2000 Service Pack 3 or later
❑
After you install Windows 2000 Server, you must upgrade to Service Pack 3 (minimum) or Service Pack 4 or later (recommended) if it was not installed during the Windows 2000 installation. Note: A Microsoft Windows 2000 memory leak fix is included in Windows 2000 Server Service Pack 2. Therefore, you must install this Service Pack or later on the application server. If you do not have Service Pack 3 or later, you can download the files from Microsoft’s web site, or install the files from the CD-ROM. Creating shared folders on the application server*
❑
After you install Windows 2000 and upgrade to Service Pack 3 or later, create the shared folders and add the printers on the application server that will be used for Scripting and Historical Reporting. For more information, see “Configuring Historical Reporting” on page 208, and “Configuring Scripting” on page 217. *You do not have to perform this step on the Terminal Services/ Citrix server.
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Installation worksheets and checklists
Windows Server 2003 installation checklist To minimize the risk of post-installation issues due to misconfiguration, Nortel Networks recommends that you install the operating system from the original operating system CD-ROM, following the instructions in this installation checklist. If you choose to install the operating system from a disk cloned image, then you must ensure that the image is taken from an installation where all instructions in the following checklist have been followed. Installations from a disk cloned image of the operating system, where the instructions in the following checklist were not followed, can result in problems that are difficult to diagnose and can delay the commissioning of Symposium Web Client. In addition, when installing Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. For details, see “Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)” on page 332The following checklist describes the Windows Server 2003 Enterprise Edition or Standard Edition installation order.
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ATTENTION
Standard 7.02
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2. Windows Server 2003 installation checklist
✓
Set up a partition on the application server with an NTFS file system on the partition that will contain the Web Client application.
❑
ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows Server 2003 documentation for more information before you perform this procedure. Failure to do so may result in loss of data.
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Windows Server 2003 installation checklist
✓
After creating the partition, the system copies Windows Server ❑ 2003 files to the hard drive. When the copy process is complete, the system restarts. Regional and Language Options window
❑
To view or change the system for your current geographical region, click Customize. You can add new languages, and change the way dates and numbers appear. To view or change your system devices settings (mouse, keyboard, monitor, and so on), click Details.
Personalize Your Software window
❑
Type your name and the name of your organization. Your Product Key window
❑
Type the product key for your installation.
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Windows Server 2003 installation checklist
✓
Licensing Modes window
❑
The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box. *See Note.
Note: The number that you type in this box must be equal to at least the number of Terminal Services Client Access Licenses (CALs) that you have purchased. The number of script editing sessions allowed depends on the number of Windows Server 2003 CALs and Terminal Services CALs that you have purchased, whichever is lower. For the Windows Server 2003 CALs, you have the option of purchasing a user CAL for each user who accesses the application server, or a device CAL for each client PC that accesses the application server. Choose the type of license that best suits your organization. Each client accessing the Script Manager or Editor portion of Scripting requires both of these types of licenses; however, you may have other client workstations in your network that only have Windows Server 2003 CALs and do not require access to Scripting.
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Windows Server 2003 installation checklist
✓
Computer Name and Administrator Password window
❑
1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator. This information should be recorded in the “Preinstallation worksheet” on page 1051. The computer name can be a maximum of 12 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, “-”). No other characters are allowed [for example, the name cannot include any underscores (_)]. 2 Type the password for the Administrator account for this computer. You must use this password whenever the user name Administrator is used to log on to the computer on which Symposium Web Client resides. Warning
If, at a later date, you change the computer name that you chose during the Windows Server 2003 installation, you run the risk of disrupting the operations of both Symposium Web Client and Active Directory Application Mode since both applications require that the computer name be identified on the network. To help prevent disruption, on a Windows Server 2003 platform (either standalone or coresident), if you change the computer name of the application server after you install the Symposium Web Client software, then you must reset the computer name in IIS. Additionally, you must reset the Symposium Web Client SOAP files to reflect the new name by having an administrator or support technician run the ChangeSOAPSrv utility. For details on both these procedures, see “Do you need to change the computer name of the application server?” on page 1015. Date and Time Settings window
❑
Adjust as required.
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Standard 7.02
Windows Server 2003 installation checklist
✓
Network Settings window
❑
1 Click Custom Settings. 2 Click Next. The Networking Components window appears. ❑
Networking Components window
Use this window to set up subnets, gateways, and domain names. Note: Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. You cannot change the domain name after you install Symposium Web Client. To change the domain name, you must uninstall and reinstall the software with the new name. 1 Click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Note: Do not use dynamic IP addressing. 2 Click Use the following IP address, and, in the IP address section, enter the IP address for the application server, the subnet mask, and default gateway that your company uses. 3 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 4 Click Advanced. The Advanced TCP/IP Settings window appears.
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✓
Advanced TCP/IP Settings window
❑
1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes, and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. 5 Click Next. The Workgroup or Computer Domain window appears. Workgroup or Computer Domain window
❑
Note: If you are installing a coresident server that includes a TAPI server, you must add the server to a domain, and you must do so after you install TAPI. Regardless of whether you are installing a standalone or coresident server, you add the server to your domain only after you have installed the operating system and Symposium Web Client. For details, see “Adding the application server to an existing domain” on page 1075. 1 Click No, this computer is not on a network, or is on a network without a domain. 2 Click Next. The Installing Components window appears. Note: In Windows Server 2003, you can add the application server to an existing domain, rather than setting it up as a domain controller. To do so, you must choose No, this computer is not on a network, or is on a network without a domain in this installation window, and then add the server to your domain after you have installed the Symposium Web Client application. Planning, Installation, and Administration Guide
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✓
Installing Components window
❑
The Windows Server 2003 Setup Wizard continues with the installation, copying the files required for the settings you have selected. When it is finished, the server restarts and you are prompted to log back on as the Administrator account you created. ❑
Manage Your Server
1 Click Add or remove a role. The Preliminary Steps window appears. 2 Click Next. The wizard checks your network settings, and then the Configuration Options window appears. 3 Click Custom configuration, and then click Next. The Server Role window appears. 4 Click Add or Remove Programs. The Windows Components window appears. Proceed to the next step.
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✓
Windows Components window
❑
Accept the default values in this window, and click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Web Client’s Scripting component. 1 IIS is a subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to check IIS on the components list. 2 SMTP is a subcomponent of IIS and is unchecked by default. Click Internet Information Services, and then click Details to check SMTP on the components list. 3 If you selected any values, click OK to return to the Windows Components window. 4 Click Next. Note: As of date of publication, the following information on Client Access Licensing was available from Microsoft. You must consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
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✓
Terminal Server Setup windows
❑
1 In the first window, read the information about Terminal Services, and then click Next. 2 Click Full Security, and then click Next. The Terminal Server Licensing Setup window appears. 3 Click Your Domain or Workgroup. 4 Accept the default location for the license server database, and then click Next. 5 The Configuring Components window appears. When the system has finished configuring the components you selected, restart the server when it prompts you to do so. Creating shared folders on the application server
❑
After you install Windows Server 2003, create the shared folders and add the printers on the application server that will be used for Scripting and Historical Reporting. For more information, see “Configuring Historical Reporting” on page 582, and “Configuring Scripting” on page 591.
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✓
Install the Internet Group Management Protocol patch from Microsoft
❑
Note: This hotfix is not required if you have installed Windows Server 2003 with Service Pack 1. If you have not installed Service Pack 1 for Windows Server 2003, you must install the Internet Group Management Protocol (IGMP) patch from Microsoft and perform the required changes to the registry in order to receive multicast data properly. If your version of Windows Server 2003 requires the IGMP patch, but you do not install it, your server will not reliably receive multicast data from the server in Symposium Call Center Server. For a list of operating systems that require the IGMP patch, and for detailed instructions about installing the patch and performing the required changes to the registry, contact Microsoft Product Support Services. Alternatively, you can follow the instructions described in the Microsoft Knowledge Base article 815752 located at http://support.microsoft.com. The IGMP patch fixes an issue with the handling of multicast data on Windows Server 2003. The TCP/IP protocol stack that is shipped with this operating system supports IGMP version 3 by default. However, most of the data networking equipment currently deployed uses IGMP version 1 or version 2. If the operating system does not automatically drop back to IGMP version 1 or version 2, the multicast traffic does not reach the application server. After you install the IGMP patch, the operating system correctly detects the IGMP version that the network is using and drops back to use this version so that multicast traffic flows properly.
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✓
Install the Jet Database Engine patch from Microsoft
❑
Note: This hotfix is not required if you have installed Windows Server 2003 with Service Pack 1. If you have not installed Service Pack 1 for Windows Server 2003, you must install the Jet Database Engine hotfix to prevent Internet Information Services (IIS) from locking. If your version of Windows Server 2003 requires the Jet Database Engine hotfix, but you do not install it, your Symposium Web Client server may temporarily stop responding. For a list of operating systems requiring the patch and for detailed instructions about installing the patch, contact Microsoft Product Support Services. Alternatively, you can follow the instructions described in the Microsoft Knowledge Base article 838306 located at http://support.microsoft.com. Before you install the Jet Database Engine hotfix, you must install the security update described in the Microsoft Knowledge Base article 837001 located at http:// support.microsoft.com. For further information, contact Microsoft Product Support Services.
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✓
Ensure that optional features for Windows Server 2003 Release 2 have not been installed
Note: This step only applies if you are installing Windows Server 2003 Release 2. If you are installing Windows Server 2003 Release 2, you must ensure that the new optional features provided on CD 2 have not been installed on the Symposium Web Client server. If you attempt to install Symposium Web Client on a server with the new Windows Server 2003 Release 2 components, the Symposium Web Client installation will fail. 1 Click Start > Control Panel. 2 Double-click Add or Remove Programs. 3 Click Add/Remove Windows Components to view a list of installed components. Remove any of the following components if they have been installed on your Symposium Web Client server:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
4 Ensure that all ADAM SP1 folders have been deleted by checking to see if the following folder still exists on the Symposium Web Client server::\Program Files\Microsoft ADAM\instance1\data
If the folder above appears on the Symposium Web Client server, you must delete it. 5 Close all windows to complete the procedure. Planning, Installation, and Administration Guide
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Appendix B
Symposium Web Client in a Citrix environment In this appendix Symposium Web Client and Citrix
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Installation overview
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Symposium Web Client and Citrix installation checklist
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Standard 7.02
Symposium Web Client and Citrix Introduction You can now access Symposium Web Client and Agent Desktop Displays through either a Terminal Services or Citrix MetaFrame XPe environment (the Citrix MetaFrame XP Enterprise edition software). When accessing Symposium Web Client through either a Citrix or Terminal Services client on their PCs, end users (supervisors) connect through an Internet Explorer browser that runs on the Terminal Services/Citrix server. The browser is made available to them through a Citrix/Terminal Services client that is running locally on their PC. The following diagram provides an overview of the Citrix environment when combined with Symposium Web Client:
Citrix server software requirements
1104
Windows 2000 Server/Advanced Server Service Pack 3 (minimum) or Service Pack 4 or later (recommended) with Internet Information Services (IIS) and Terminal Services configured in Application Server mode. For Symposium Call Center Web Client
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details on installing this software, see the “Windows 2000 Server/ Advanced Server installation checklist” on page 1080.
Microsoft Internet Explorer 6.0 with Service Pack 1 or later
Simple Object Access Protocol (SOAP) client software
Required ActiveX controls. These controls are normally downloaded automatically when you connect to the application server. However, in a Citrix environment, you have two options for downloading them: You can manually download these controls onto the Citrix server. For details, see “Manually downloading the required third-party ActiveX controls” on page 1112. You can use a single file that Nortel Networks provides called ClientCtrls.msi just as you would use it on a regular client PC. This file includes all the required client third-party controls that you need. For details on running this file on the Citrix server, you can follow the regular procedure for running it on client PCs, substituting the Citrix server for the client PC. See “To run the ClientCtrls.msi file on each client PC” on page 655 for more information. For details on the software requirements for the Symposium Web Client application server, see “Application server software requirements” on page 46.
Citrix client hardware and software requirements For details on the Citrix client hardware and software requirements, consult the Citrix documentation.
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Installation overview You have the option of configuring and using either of the following environments with Symposium Web Client:
Terminal Services server environment In this environment, you must install Windows 2000 Server/Advanced Server and Terminal Services (enabled in application server mode) on the server. Citrix MetaFrame XPe server environment In this environment, in addition to installing Windows 2000 Server/Advanced Server and Terminal Services (enabled in application server mode) on the server, you must also install the Citrix MetaFrame XPe Server software.
Choose the environment that is best suited to your organization. For details on installing Terminal Services/Citrix, see “Symposium Web Client and Citrix installation checklist” on page 1107.
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Symposium Web Client and Citrix installation checklist Introduction When setting up Terminal Services/Citrix in a Symposium Web Client environment, use the following checklist to guide you through the installation and configuration steps. Since some procedures are the same as those you perform in a traditional Symposium Web Client environment (that is, nonCitrix), the checklist refers you to the relevant sections in the guide; all other strictly Citrix procedures are covered in this appendix. ✓
Install order
Installation task description
1
On the Terminal Services/Citrix server, install Windows 2000 ❑ Server/Advanced Server, following the instructions given in the “Windows 2000 Server/Advanced Server installation checklist” on page 1080. Note: The steps in the Windows 2000 Server/Advanced Server checklist are for installing the software on either the Symposium Web Client application server or the Terminal Services/Citrix server, with only slight differences in each case. Any differences are indicated in notes in the appropriate installation step.
2
❑
On the Terminal Services/Citrix server, switch to install mode as follows: 1 Log on to the server as a local administrator. 2 Open a command prompt. 3 At the C:\> prompt, type change user /install. 4 Press Enter. 5 Minimize the command window. Note: For more detailed information, consult your Windows 2000 Server/Advanced Server documentation.
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✓
Install order
Installation task description
3
On the Terminal Services/Citrix server, configure Internet ❑ Explorer. For details, refer to “To configure Internet Explorer 6.0 on the client PC” on page 636.
4
On the Terminal Services/Citrix server, install the Simple Object Access Protocol (SOAP) client software. For details, see “Installing Simple Object Access Protocol” on page 640.
❑
5
On the Terminal Services/Citrix server, install the required thirdparty controls. To do so, you can perform either of the following procedures:
❑
6
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Manually download the required third-party ActiveX controls. For details, refer to “Manually downloading the required thirdparty ActiveX controls” on page 1112. Manually install the ClientCtrls.msi file on the Citrix server. This file contains all the required controls bundled in one file. For details, see “To run the ClientCtrls.msi file on each client PC” on page 655, substituting the Citrix server for the client PC.
On the Terminal Services/Citrix server, install the Agent Desktop ❑ Displays client software. For details, see “Installing and configuring Agent Desktop Displays on a client PC” on page 658.
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✓
Install order
Installation task description
7
Configure the Agent Desktop Displays client software. In a normal ❑ Symposium Web Client environment (that is, non-Citrix), administrators configure each client installation with the IP address of the server in Symposium Call Center Server with which the Agent Desktop Displays application works. In a Citrix environment, however, multiple agents access the application through a single Terminal Services/Citrix server and, as a result, they all retrieve the same configuration information. For this reason, all agents who use Agent Desktop Displays through a Terminal Services/Citrix server must be configured on the same server in Symposium Call Center Server (since the application can only communicate with a single server in Symposium Call Center Server). In a Citrix environment, each Terminal Services/Citrix server can point to a different server in Symposium Call Center Server and can publish each of the configured Agent Desktop Displays applications to the Program Neighborhood under a different name. These published applications can then be filtered by user name or group, thereby allowing different groups of users to access different servers in Symposium Call Center Server. This configuration is recommended when agents from different servers in Symposium Call Center Server require access to the Agent Desktop Displays application. For information on using roaming user profiles, see “Using roaming profiles in a Terminal Services/Citrix environment” on page 1116.
8
❑
Put the Terminal Services/Citrix server back into execute mode before proceeding to the next step. 1 Maximize the command window that you had minimized at the end of step 2. 2 At the prompt, type change user /execute, and then press Enter. 3 Close the command prompt.
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Install order
Installation task description
9
Configure the Terminal Services/Citrix server’s default user profile ❑ for new users. For details, see the Microsoft documentation on user profiles. After you finish this step, you have two options:
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If you want to work with a Terminal Services server, then you are now finished installing all the required software and you can proceed to step 12. If you want to work with a Citrix server, then continue to the next step.
10
On the Citrix server, install the Citrix MetaFrame XPe Server software by creating a Server Farm, or adding the server to an existing Server Farm.
❑
11
Install and activate the Citrix MetaFrame XPe Server licenses.
❑
12
Set up a local printer on the Citrix client PC, and then share the ❑ printer. Add this shared printer to the Terminal Services/Citrix server. You can then use this local printer to print from Symposium Web Client applications. For details on setting up printers, see your Microsoft documentation.
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Install order
Installation task description
13
To give users access to graphical displays that they have exported ❑ from Symposium Web Client without publishing the desktop, publish the shared directories in which these exported files are saved as follows: 1 Create a folder on a remote server as follows: \\<server_name>\Profiles\<user_name> where <server_name> is the name of the server and <user_name> is the Windows logon ID for the user. 2 Share this folder with the appropriate permissions so that users can read and write to it remotely. 3 In the MetaFrame XP Management Utility, publish the new folder as content, meaning that you make available to users with the appropriate privileges any documents, folders, and images within it. 4 Type the Universal Naming Convention (UNC) folder name, and then click Next. Note: A UNC folder name is the full Windows 2000 name of a resource on a network. It conforms to the \\<server_name>\<sharename> syntax. 5 Apply the appropriate permissions to the folder, and then click Finish. Users should have read/write, and possibly delete access permissions to this folder.
14
Publish the Internet Explorer and Agent Desktop Displays ❑ applications for use by the Terminal Services/Citrix server. Use your preferred means of application publishing to do so. For more information, see the Citrix documentation.
15
Optionally, install Microsoft Office applications on the Terminal Services/Citrix server. For information, refer to “Installing Microsoft Office applications on a Terminal Services/Citrix server” on page 1119.
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Standard 7.02
Manually downloading the required third-party ActiveX controls Symposium Web Client uses a number of ActiveX controls within Internet Explorer. The controls are normally downloaded automatically by the Internet Explorer browser when users first access the Symposium Web Client pages that require them. However, in a Terminal Services/Citrix environment, Nortel Networks recommends that you download these controls manually while logged on to the Terminal Services/Citrix server as an administrator. The following steps describe the pages within Symposium Web Client that you must access to trigger the download. Note: Instead of manually downloading the client controls, you can use the ClientCtrls.msi file to install all controls at once on the Citrix server. For details on this file, see “To run the ClientCtrls.msi file on each client PC” on page 655, substituting the Citrix server for the client PC. To manually download the required third-party ActiveX controls
1112
1
Log on to the Terminal Services/Citrix server as administrator or as a user with administrator privileges.
2
From the server, log on to Symposium Web Client as webadmin, and then navigate to the Configuration component.
3
Add a server in Symposium Call Center Server, if one has not already been added. For details, see the online Help included with Symposium Web Client.
4
In Configuration, log on to a server in the tree. The server expands to reveal a series of folders.
5
Click the CDNs folder. The system loads the CDN data in the right pane and downloads the required third-party control.
6
In Configuration, log on to an NCC server in the tree. If there is no NCC server listed, then add one. The server expands to reveal a series of folders.
7
Click the Sites folder, and then click the Assignments folder.
8
Under Assignments, click on a server name. The system downloads the required third-party control.
9
Navigate to the Historical Reporting component. Symposium Call Center Web Client
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10
From the system tree, log on to a server and open a standard report.
11
In the right pane, click Run Now. The system runs the report and downloads the required third-party control.
12
Navigate to the Real-Time Reporting component.
13
In the system tree, log on to a server, and then create a private skillset chart display. For details, see the online Help included with Symposium Web Client.
14
Launch the display you created. The system launches the display and downloads the required third-party control.
15
Navigate to the Emergency Help component.
16
Launch an Emergency Help display. The system launches the display and downloads the required third-party control.
17
Navigate to the Scripting component.
18
In the system tree, log on to a server, and then click Application Thresholds.
19
Launch the Script Manager. For details, see the online Help included with the application.
Installing the Citrix MetaFrame XPe Server software The installation of the Citrix MetaFrame XPe Server software involves the following two main procedures:
Create a Server Farm, or add the server to an existing Server Farm. Activate the Citrix MetaFrame XPe Server licenses.
For further details on either of the procedures, see the guidelines below or consult the Citrix documentation.
To create or join a server farm 1
Insert the Citrix MetaFrame XPe Server software CD-ROM in the Citrix server.
2
Log on to the Citrix server as the domain administrator.
3
Click Start ➝ Settings ➝ Control Panel.
4
Click Add/Remove Programs.
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5
Click Add New Programs.
6
Click CD or Floppy to indicate that you want to install the Citrix MetaFrame XP Server software from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
7
Click Next. Result: The Run Installation Program window appears.
8
Click Browse, and then navigate to the setup file on the Citrix CD-ROM, setup.exe.
9
Double-click this file. Result: The path to the setup.exe file appears in the Open box.
10
Click Next.
11
Click Install or update MetaFrame XP Server.
12
In the next window, click MetaFrame XP Feature Release 3. Result: The welcome window appears.
13
Click Next. Result: The License Agreement window appears.
14
Click I accept the license agreement, and then click Next. Result: The Product Family Selection window appears.
15
Select the appropriate installation type for your organization, and then click Next. Result: The Select Product Type window appears.
16
Select the appropriate product type for your organization, and then click Next. Result: The Component Selection window appears.
17
Select the appropriate components to install, and then click Next. Result: The Pass-Through Authentication window appears.
18
Click Yes to enable Pass-Through Authentication, and then click Next. Result: The Create or Join a Server Farm window appears.
19 1114
Based on your current setup, you have the following two options: Symposium Call Center Web Client
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If you do not currently have a MetaFrame XP Server Farm configured, then you must create a new Server Farm as follows:
a. Click Create a new farm, and then click Next. b. Proceed to step 19.
If you already have a MetaFrame XP Server Farm configured, then you must add the server to your existing Server Farm as follows:
a. Click Join an existing farm, and then click Next. b. Click Connect to a database on this MetaFrame XP Server, and then type the name of the server farm node in the box provided. The number in the box is the port number that the server uses; do not change this number. c. Ensure that the check box beside Use default zone name is checked. d. Click Next. Result: The Access the Database on a MetaFrame XP Server window appears. 20
Type the user name, password, and domain required for accessing the database on the server farm node, and then click Next. Result: The Configure Shadowing window appears.
21
Select the appropriate configuration for shadowing users, and then click Next. Result: The Configure Citrix XML Service Port window appears.
22
Accept the default TCP/IP port, and then click Next. Result: The Review window appears.
23
Review the selections that you have made, and then click Next to install the software. Result: The Updating System window appears, and the program installs the software. When it is finished, a window appears, notifying you that the software installation was successful.
24
Click Close when the software has been successfully installed. Result: A message box asks you to restart the server.
25
Click Yes to restart the server.
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Activating the Citrix MetaFrame XPe Server licences Since Citrix runs on top of Terminal Services, each client PC must have a Windows 2000 CAL for each connection. You also require any additional licensing for Citrix. Refer to the Multiple Licensing Programs that Citrix offers at http://www.citrix.com/site/PS/ licensingPrograms. For information on activating a Citrix license, refer to the Citrix documentation.
Using roaming profiles in a Terminal Services/Citrix environment According to Microsoft, in scenarios where users might end up connected to a different Terminal server because of a change in IP address, you can redirect the storage of user data and preferences to an alternate location, such as a file server that is dedicated to storing files. In this case, data and preferences are accessible to the user regardless of the Terminal server that supports the connection. Normally, when using Terminal Services, the system stores individual user files and preferences on the Terminal server to which the user is currently connected. However, you can redirect user information and preferences to a different location by configuring Terminal Services user profiles to store any user data at the specified storage location. For more information, consult the Microsoft documentation. You can specify a path to a home folder where users’ roaming profiles are stored for terminal server sessions. This can be either a local folder or a network shared folder. When allowing users to log on to a terminal server, you can grant access to a specific terminal server on a per-user basis. Note: If you leave this option disabled, the user is not allowed to log on to any terminal servers. For details on creating roaming user profiles that enable users to connect to different Terminal servers, see “Creating Terminal Services roaming user profiles” on page 1117.
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Administrators can use the Terminal Services user profiles that they create to restrict access to applications (such as Symposium Web Client and Agent Desktop Displays) by removing these applications from the user’s Start menu. Administrators can also create and store network connections to printers and other resources for use during user sessions. For more information, refer to the Microsoft web site at: http://www.microsoft.com/windows2000/en/server/help/ default.asp?url=/windows2000/en/server/help/ts_usr_c_tsprofile.htm.
Creating Terminal Services roaming user profiles When new users log on to the server, they use the local server’s default profile and create a temporary cache on this server. These profiles are stored on the shared server so that the next time the user logs on and is routed to a different server for any reason, the user’s profile is the same. To enable users to log on to different servers, you must create roaming user profiles for them. For details, see “To create Terminal Services Roaming user profiles” below, or consult your Windows 2000 Server/Advanced Server documentation. To create Terminal Services Roaming user profiles 1
On the server, create a new domain user account. For example, create an account named tsuser1.
2
Create a folder on a shared network drive in which you can store network profiles (for example: \\<server_name>\tsusers).
3
In Windows 2000 Server/Advanced Server, edit the new user’s properties as follows: a. Click Start ➝ Settings ➝ Control Panel ➝ Administrative Tools. b. Double-click Computer Management. c. In the left pane, click the plus sign (+) beside Local Users and Groups. d. Click the Users folder. e. In the right pane, locate the new user who you created in step 1. In this example, locate tsuser1. f.
Right-click this user, and then select Properties.
g. Click the Profile tab.
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h. Under the User profile heading, in the Profile path box, type a path to the folder that you created in step 2. In this example, you would type \\<server_name>\tsusers\tsuser1\profile, where profile is the name of the folder where user profiles are stored. i.
Under the Home folder heading, click the option button beside Connect.
j.
From the drop-down list, select the drive letter that you want to use to map to the folder path (for example, drive U:), and then type the path to the folder in the To box. In this example, you type \\<server_name>\tsusers\tsuser1.
k. Click OK and accept the changes.
Citrix and Mandatory user profiles for clients When Citrix clients are logged on using Mandatory profiles, you must ensure that the profiles do not restrict any information required by the Symposium Web Client application server. For example, the client browser language value, which is normally set in Internet Explorer (by clicking Tools ➝ Internet Options ➝ Languages), must be passed to the Symposium Web Client application server with every request. When set through the browser, this locale value is stored under the following registry key: HKEY_CURRENT_USER / Software / Microsoft / Internet Explorer / International / AcceptLanguage
Citrix and upgrades to the Symposium Web Client software After you upgrade the Symposium Web Client software on the application server, you must manually download all required third-party ActiveX controls again on the Terminal Services/Citrix servers. For details, see “Manually downloading the required third-party ActiveX controls” on page 1112. After you upgrade the Agent Desktop Displays software, start the application. If it notifies you of an available update, follow the on-screen prompts to install it. If an update message does not appear, then you do not need to update Agent Desktop Displays.
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Installing Microsoft Office applications on a Terminal Services/Citrix server Before you can install Microsoft Office 2000 on a Terminal Services/Citrix server, you must perform several steps; otherwise, the following error message appears when you attempt installation: Some default settings in Microsoft Office 2000 setup do not work properly on a Windows Terminal Server. To install Office on Terminal Server you must use the instructions and tools available in your Office 2000 Resource Kit or at http://www.microsoft.com/Office/ORK
Before you install Microsoft Office 2000 on a Terminal Services/Citrix server, ensure that you complete the following:
Install and enable Terminal Services. You must configure Terminal Services to be in Application Server mode for multiple terminal server clients to run Microsoft Office. Consult your Microsoft Windows 2000 documentation and Microsoft Windows 2000 online Help for more information about installing and configuring Terminal Services. Obtain the terminal server transform file, TermSrvr.mst, and place it in an accessible location for the installation. You can obtain the transform file from the Microsoft Office 2000 Resource Kit, in either of the following locations: on the Microsoft Office 2000 Resource Kit CD-ROM, within the folder ORK\PFiles\ORKTools\Toolbox\Tools\TermSrvr\ if you installed the Microsoft Office 2000 Resource Kit, in the folder C:\Program Files\ORKtools\Toolbox\Terminal Server Tools, where C: is the drive on which Windows 2000 is installed
You can download the Office Resource Kit Core Tool Set from the following Microsoft web site: http://www.microsoft.com/office/ork/2000/appndx/toolbox.htm#orktools
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Appendix C
IP Multicast Networking In this appendix Overview
1122
Multicast sending and receiving
1123
Implementing IP multicasting for Symposium Web Client
1135
Planning, Installation, and Administration Guide
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IP Multicast Networking
Standard 7.02
Overview What is IP multicasting? IP multicasting provides multipoint communication by simultaneously delivering information from one sender to multiple receivers who want to receive the information. The greatest advantage to IP multicasting is its ability to transmit information to many recipients in a way that minimizes the bandwidth required to communicate across networks, and the resources required by the sender to carry out a transmission.
Traditional multipoint communications Traditional methods of multipoint communication require that a source send a copy of information to each recipient: ten recipients require ten copies of the data. This method, called point-to-point unicast, creates two constraints:
The source’s system resources are used up in the duplication and distribution of multiple copies of a single piece of information. The combined size of the copies of data sent to recipients cannot be greater than the share of bandwidth available to the source.
IP multicasting multipoint communications Both point-to-point unicast and broadcast communications are server-based concepts that negatively impact the source system and its network. With IP multicasting, communication is receiver-based. Users who want to receive data join a multicast host group and become members of that group. Since duplication and distribution of the information is handled by a router, the source computer’s resources and its designated bandwidth are utilized efficiently, allowing the source to distribute information quickly and with minimal impact on the network.
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Multicast sending and receiving Introduction To send to multiple users, IP multicasting communicates with multicast host groups that are comprised of multicast group members. Recipients must be members of multicast groups to receive multicast data. A sender, however, does not need to be a member in a multicast host group to transmit multicast data. Anyone who can send information to a multicast IP address can send multicast information to a multicast host group. The following sections look at the building blocks of multicast communication in greater detail.
How sending and receiving works Multicast IP sending is the same as unicast sending: the sender indicates the IP address that it wants to send to, and the information travels through the network and arrives at its destination. It is more complex to receive multicast IP datagrams. When an application on a PC indicates that it wants to receive multicast data, several things must occur in the background for the data to travel through the network(s) and be received by the application. The section below looks at sending and receiving within the framework of Symposium Web Client’s Real-Time Reporting component. Sending Multicast IP sending begins when a user opens a browser, connects to the Symposium Web Client application server, and opens Real-Time Reporting. Real-Time Reporting on the client issues a request to join a host member group associated with Real-Time Reporting multicast data. The request is sent to the host member group’s multicast group host. Note: When a multicast host group is part of a permanent group, the host filters continuously for data coming from the multicast IP address. If the host is dynamic, it only begins filtering for data when it receives a request for membership. See “Multicast host groups” on page 1126 for more information on the types of multicast groups.
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In IP multicasting, there is an All-Hosts Group with the reserved address 224.0.0.1, whose function is to represent all hosts on the network. The All Routers Group with the reserved multicast IP address 224.0.0.2 represents the communication point for all routers on the network. The All-Hosts Group continuously sends out requests to its hosts and asks for a report: “Are there any groups that contain members who want to receive multicast data?” Since the concept of IP multicasting rests upon the idea of virtual networks, an All-Hosts Group should be viewed only as representing all of the host groups, not a physical piece of hardware. The address 224.0.0.1 can designate
a router or a system with an IP multicast-capable network interface card
If you are using IP multicasting in a very simple network, one router on a LAN can represent
the All-Hosts Group the All-Routers Group and the host that the host group members join to receive their multicast data
In this example, the network consists of two servers in Symposium Call Center Server on one LAN. The Symposium Web Client application server and its client PCs reside on a separate LAN. Each server in Symposium Call Center Server and the Symposium Web Client application server are connected to multicast routers. In this scenario, one of the routers is designated as the All-Routers Group (224.0.0.2). The Symposium Web Client application server acts as the host to the host group members, while one of the Symposium Call Center Server routers acts as the All-Hosts Group (224.0.0.1). At this stage, the All-Hosts group waits to find out if there are hosts with members who want to receive multicast data. The All-Hosts Group sends a query requesting that its hosts report on its membership, and the query travels from the All-Hosts Group to the host(s).
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The host(s) report on their membership lists. These are all of the clients who requested membership in a host group by opening a browser, launching Web Client, and then opening Real-Time Reporting. The report travels from each host back to the All-Hosts Group. Receiving At this stage, the scene has been set for multicast data to be received by the browsers that have Real-Time Reporting running. The hosts know who their members are. The All-Hosts Group knows who its hosts are. The routers that service the hosts are aware that their hosts are waiting for multicast data. Symposium Call Center Server now needs to provide that data. Symposium Call Center Server delivers its real-time statistics data to its IP multicast-capable router on its LAN. The router puts together the data to be sent to the host groups, and maps the address of the multicast All-Hosts Group to the IP address that it uses to send data. The data is sent from the LAN router to the All-Hosts Group. The All-Hosts Group then sends the data to the routers, whose job it is to receive data for hosts on their network or subnetwork. The routers for each host forward the data to their hosts, and each host forwards the data to its members. Note: In traveling from the receiver to the sender, the request may travel through several routers. Only the routers nearest to the sender and receiver must be multicast-capable.
Multicast groups and members Multicast hosts Any system or router can be a host and can send multicast data to a multicast group if it meets the following conditions:
The network interface card in the system is multicast-capable.
The system or router is on a network with a local multicast router.
Note: The sender does not have to be a member of a multicast host group if it is only sending multicast data. Inclusion in a multicast host group is required only if receipt of multicast data is required.
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Multicast host groups Recipients of IP multicasting datagrams are called host groups. Host groups fall into the following two categories:
permanent host groups
transient host groups
Permanent host groups are groups with an assigned IP multicast group address. The number of members in the host group is irrelevant in that a permanent host group with no members still exists as long as its IP multicast address is defined. A transient host group, by contrast, exists only if it has at least one member that requires its services. The multicast IP address for the transient host group is not permanently assigned to the host group; however, the addresses that can be dynamically assigned to a host group have two restrictions. The IP multicast address for a transient host group
must be in the address range designated for IP multicasting
cannot be the same as an address for a permanent host group
Multicast groups are virtual groups: they exist only from the point of view of multicast-capable routers or an All-Hosts Group. A host is simply a PC in a network that is designated to accept requests for multicast data from other PCs in the same network. This host conveys its membership status to its designated multicast-capable router. A group is formed when other PCs communicate their desire to join the host’s group. The PCs that want to join the group can be from different networks or subnetworks. Their communication with the host makes them part of a single group. The following groups are some of the permanent host groups that exist in an IP multicast-capable network:
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The All-Hosts Group: This group is used to identify all IP multicast hosts at your organization. When a host reports that it has members who want to receive multicast data, it sends this report to the All-Hosts Group. The multicast IP address for this group is 224.0.0.1. The All-Routers Group: This group is used to identify all IP multicast routers at your organization. The multicast IP address for this group is 224.0.0.2.
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Multicast host group members Host group members have few restrictions. They can
reside anywhere on any network
join or leave a host group at any time
join more than one host group
To receive a multicast message
the member must join the group to which the message is being sent and the group that the member has joined must belong to a network that is registered with a local multicast router
If the member joins a group that does not belong to a network registered with a local multicast router, the router receives the multicast message but has no way of distributing the message through the network to the member.
Multicast addresses IP multicasting specifies multicast host groups using Class D Internet Protocol addresses. These host group addresses range from 224.0.0.0 through 239.255.255.255. While IP addresses identify a specific physical location, a multicast IP address identifies a transmission session—a request conveyed from a client to a host to join a multicast group. However, when choosing IP multicast sending and receiving addresses, you must be aware of the following restrictions:
The IP multicast addresses between 224.0.0.0 and 224.0.0.255 inclusive are reserved for routing protocols and topology discovery or maintenance protocols. Additional IP multicast addresses between 224.0.1.0 and 239.255.255.255 are also reserved for specific applications like Net News.
The IP multicast addresses that you select for IP multicasting groups at your organization cannot be within the 224.0.0.0 and 224.0.0.255 range. In addition, you must check to make sure that you do not select an IP multicast address that has already been reserved for a specific multicast application.
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The following organizations maintain current information on IP multicasting addressing and can provide access to an extensive list of reserved IP multicast addresses. It is highly recommended that you review the information at one or both of these sites prior to assigning an IP address to a multicast group:
Internet Engineering Task Force (http://www.ietf.org)
Internet Assigned Numbers Authority (http://www.iana.org)
The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range.
Multicast routing methods The method that multicast routers use to interact with one another depends upon the routing protocol that has been set up for communications. All of these routing protocols use a routing method that moves a multicast packet from its source to its destination(s). There are several different routing methods:
flooding
spanning trees
core-based trees
reverse path broadcasting
truncated reverse path broadcasting
reverse path multicasting
A detailed description of each of these routing methods is beyond the scope of this document. The section below briefly discusses the spanning tree method, one of the more simple and efficient routing methods. To find out more about routing methods, visit the Internet Engineering Task Force (http:// www.ietf.org), and Internet Assigned Numbers Authority (http://www.iana.org). Both sites provide additional information and articles that address IP multicast routing methods in greater detail.
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Spanning trees Multicast routing depends upon its multicast-capable routers to exchange information about neighbouring routers and efficiently route multicast traffic. The Internet Group Management Protocol (IGMP) selects one router as the primary router for each physical network in a LAN. This primary router creates a routing method called a spanning tree that connects all other routers that belong to an IP multicast group. A spanning tree is a loop-free network of paths between routers. Only one path is established between each router. When each router is aware of the branches in the spanning tree, it copies multicast datagrams only to those branches of the tree. With this method, datagrams are duplicated only when the spanning tree branches, keeping the amount of duplication required on a network to a minimum.
Multicast protocols There are a variety of protocols available for multicast routing. The protocol that your network operations department chooses for your routers depends upon the type of delivery service that you must provide. If your network configuration does not require the delivery of multicast packets between routers or across networks, you only need the Internet Group Management Protocol. If your multicast data recipients extend beyond a single network, your network operations department must define multicast routing protocols for your routers. These protocols create the spanning trees and forward the multicast packets that are required to get the data to the group members. The following list includes some of the most common multicast protocols and a brief description of the routing features that each provides: Internet Group Management Protocol When clients indicate that they want to join a group, and hosts indicate to routers that they have group members, Internet Group Management Protocol (IGMP) is the protocol used to convey this information between host group members, hosts, and routers. See “How sending and receiving works” on page 1123 for more information on how group membership occurs. IGMP must be available on any interface running a multicast protocol, as well as on any static interface over which you want to transfer multicast traffic. Planning, Installation, and Administration Guide
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Distance Vector Multicast Routing Protocol Routers that use Distance Vector Multicast Routing Protocol (DVMRP) advertise the shortest-path routes to the networks on which a multicasting source resides. DVMRP is the opposite of RIP, which advertises routes to destination networks. Multicasting Extensions to Open Shortest Path First Routers using Multicasting Extensions to Open Shortest Path First (MOSPF) utilize an enhanced version of Open Shortest Path First (OSPF). This protocol allows a router to forward multicast IP traffic within an autonomous OSPF (Version 2) system. Protocol Independent Multicast Protocol Independent Multicast (PIM) provides efficient routes for multicast traffic that must cross the Internet to reach members of sparsely distributed multicast groups. The Nortel Networks implementation of PIM supports sparse mode. PIM communicates with far-flung members by
inviting downstream members to join a shared tree by sending explicit join messages using rendezvous points (RPs) for receivers to meet new sources. Sources announce their existence to RPs; receivers query RPs to learn about multicast sessions. establishing a shortest-path tree to create a data path between sources and receivers
Resource Reservation Protocol Resource Reservation Protocol (RSVP)-capable routers allow their host systems in an IP network to reserve resources for unicast or multicast dataflows.
Multicast tunneling within unicast On the data network, the server in Symposium Call Center Server, the Symposium Web Client application server, and their applicable clients all use the IP-based multicast protocol Internet Group Management Protocol (IGMP), in addition to the more widely used unicast protocol. IGMP is used to facilitate joining or leaving a multicast group.
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The multicast protocol is used between the following pairs of servers and client computers:
between the server in Symposium Call Center Server and the Symposium Web Client application server between the Symposium Web Client application server and the client PCs between the server in Symposium Call Center Server and any third-party application servers that use the Real-time Statistics Multicast (RSM) service
If the pair of computers is on the same subnet, then, typically, no additional network configuration is needed for the computers to communicate with each other through the multicast protocol. This is because at Layer 2, IP multicast traffic maps to an assigned range of Ethernet addresses and is delivered to all ports on a Layer 2 device. Additionally, IGMP snooping can be enabled on the Layer 2 Ethernet switches to propagate multicast datagrams only to registered hosts/ports (thereby conserving bandwidth). If, however, the computers are separated by one or more subnets, then a Multicast Routing protocol must be implemented on the appropriate routers (for example, MOSPF, DVMRP, PGM, PIM, and so on). Once a multicast routing protocol is implemented on a router interface, IGMP is automatically enabled by default. Some examples of computer pairings that require the multicast protocol and, in this example, are separated by routers, include
a central Symposium Web Client application server that is communicating with one or more remote Symposium Call Center Servers a Symposium Web Client application server communicating with client PCs that are scattered throughout the corporation’s LAN and WAN a server in Symposium Call Center Server communicating with a remote third-party application server (using the RSM service) that is on another subnet
If the Multicast Routing protocol is not available within any one of the intermediate routers, then there is an alternative for delivering multicast packets from the source subnet to the target subnet as encapsulated unicast packets: you can use network tunnels, such as
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GRE (Generic Routing Encapsulation Protocol) VPN (Virtual Private Network), an example of which is IP-SEC (Internet IP Security)
Tunneling is normally a function configured at the network router, while VPN is a separate network device. Since tunneling and VPN are OSI Network Layer-3 (and lower) entities, they are typically implemented by the data network operations department of the company. When a network tunnel is implemented, the original multicast packet travels from the source subnet as follows: 1.
First it is encapsulated as a unicast packet by a router.
2.
It is then forwarded across the network as a unicast packet.
3.
Finally, it is converted by the target subnet’s router back to a multicast packet for delivery onto the target subnet.
When such a network-level solution is implemented appropriately, based on existing network capabilities, it may result in lower implementation cost and increased network efficiencies. For more information, consult with the administrator of the network router, and see the table that follows.
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You can configure your routers to allow tunneling — unicast packets that travel as multicast packets, and multicast packets that travel as unicast packages between multicast and non-multicast networks. The table below provides an overview of how different packet types can travel between multicast and nonmulticast networks: Router receives
On interface type
Forwarding Action and How to Enable
Unicast or broadcast packet
Multicast
The multicast protocol running on the interface forwards the packet to a multicast destination address (or list of multicast destination addresses) dictated by an IP traffic filter. The IP traffic filter must be configured to convert the unicast or broadcast packets to multicast.
Multicast
Multicast
The router’s multicast protocol forwards the packet to
a multicast configured outbound interface (based on multicast protocol decisions) or
a non-multicast, IGMP static configured outbound circuit
In Site Manager, you must set the IGMP static forwarding entries policy for Dynamic to Static forwarding mode.
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Router receives
On interface type
Forwarding Action and How to Enable
Multicast
Non-multicast, The router forwards multicast packet traffic to IGMP static a multicast enabled network if configured multicast protocols are running on the routers
Multicast
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the IGMP static forwarding policy is set to Static to Dynamic the IGMP interface parameter Static Forward Cache Lifetime is set to a value in accordance with the multicast protocol (DVMRP or MOSPF) running on the router
Non-multicast, The router forwards the multicast traffic to a IGMP static non-multicast, static configured interface if configured the IGMP static forwarding policy is set to Static mode
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Implementing IP multicasting for Symposium Web Client IP multicast requirements The preceding sections discussed how multicasting works, the communication between software and hardware that multicasting generates, and the routing and related protocols that make the transmission of multicast data between sources and destinations possible. With this information, you can begin considering how to implement IP multicasting for your specific LAN or WAN, or both, to facilitate Symposium Web Client’s real-time data multicasting requirements. The following list is a checklist of the requirements that must apply to your network, network components, and multicast-capable applications for Symposium Web Client’s multicasting capabilities to work in a simple LAN configuration: Requirements for multicast communication on one LAN
The sending and receiving nodes in your network must be multicastenabled. The TCP/IP protocol stack must support IP multicast sending and receiving. The software used to communicate a request to join a multicast group must support the IGMP protocol. IGMP must be configured on all routers that receive or forward multicast or non-multicast datagrams.
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Requirements for multicast communication on one LAN
The network interface cards (NICs) and their drivers at the sending and receiving nodes must be able to filter for LAN data link layer addresses that have been mapped from network layer IP multicast addresses. If there are two network interface cards installed on the application server, then you must manually configure the cards so the application server always sends multicast data through the CLAN card. The client PCs are located on the CLAN and, therefore, expect to receive multicast data on this network. For more information, see “Network deployment scenarios,” on page 1137. Note:
If you have two NICs on a standalone Symposium Web Client server, you must configure one NIC for the CLAN and disable the other NIC. For more information, see “Are you having problems with the TFE and ASM services in Symposium Call Center Server?,” on page 1040. If you have two NICs on a coresident server (Symposium Web Client and Symposium Call Center Server), you must configure one NIC for the ELAN and the other for the CLAN.
IP multicasting software must be installed on clients that need to receive multicast data. Routers are not required for a host to join a multicast group and share multicast data with other hosts on the same subnetwork. When multicast sending and receiving must travel between WANs and LANs, the list of requirements includes the above checklist in addition to the items below: Requirements for multiple LANs or LAN-to-WAN multicast communication
Intermediate routers between sending and receiving nodes must be IP multicast-capable. Firewalls between LANs and WANs must be configured to permit IP multicast traffic.
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Requirements for multiple LANs or LAN-to-WAN multicast communication
An IP traffic filter must be able to convert packets from unicast to broadcast or broadcast to unicast. An IP traffic filter must be able to convert packets from unicast to multicast or multicast to unicast. Configure an IGMP static forwarding policy for interfaces that multicast and for interfaces that do not multicast. Set policy filters to identify multicast protocol-compliant gateways, interfaces, tunnels, and networks for IGMP, DVMRP, and MOSPF. Configure the network interface cards on the application server so it always sends multicast data through the CLAN card. For more information, see “Network deployment scenarios,” on page 1137.
Network deployment scenarios Single LAN In a single LAN environment, the clients, the application server, and Symposium Call Center Server share a LAN. With no firewalls to potentially block access, this is the simplest environment to configure for IP multicasting.
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When Symposium Web Client is installed, its IP multicast send and receive addresses are identified on the application server. Symposium Web Client uses the receive address to collect multicast data from Symposium Call Center Server. The IP multicast receive address on Symposium Web Client must be the same as the IP multicast send address of the server in Symposium Call Center Server. However, the IP multicast receive address on Symposium Web Client must be different from the IP multicast send address on Symposium Web Client. The send address on the application server is the point from which multicast data is sent to the clients. The multicast-enabled router acts as both the host and the All-Hosts Group to the clients who become host group members when they open a browser and launch Real-Time Reporting. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range.
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Appendix D
Access and Partition Management overview In this appendix Overview
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Example of configuring users in a non-bureau call center
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Example of configuring users in a bureau call center
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Access and Partition Management overview
Standard 7.02
Overview Introduction You can use the Access and Partition Management component to create Web Client users and assign them the appropriate access privileges to the system. You can configure Web Client users so that they can log on to the application server with a single login to administer and monitor a single call center or multiple call centers in the network. You can control their access privileges by assigning these users basic access rights, access classes, partitions, and supervisor/reporting agent combinations.
Definitions of Access and Partition Management features and concepts This section includes definitions of the main Access and Partition Management features and concepts.
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Symposium Web Client users These can be supervisors, administrators, or managers in the call center who have been given access to log on to the Symposium Web Client application server to monitor and administer the call center. In network call centers, you can configure users to have access to a single call center or multiple call centers in the network with a single login. Basic access rights These access rights define the basic level of access to each Symposium Web Client component that Web Client users have when logging on to Symposium Web Client. The components that users see on the Symposium Web Client launchpad depend on the basic rights that you save with their user profile. Access classes You can use access classes to define the actions that users can perform in Contact Center Management, Configuration, and Scripting (for example, read only, read and edit, create/delete) for each server configured in the Symposium Web Client. Partitions You can use partitions to define the data that a user can see in Historical Reporting, Real-Time Reporting, and Contact Center Management. The following data is partitioned:
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Report Groups Agents Skillsets CDNs Applications DNISs You can assign partitions to each user containing data from any of the servers configured in the Symposium Web Client. The agents, skillsets, and applications defined in the partition and assigned to each user are visible in Contact Center Management, Historical Reporting, and Real-Time Reporting.
Supervisor/reporting agent combinations These combinations link a supervisor and all his or her reporting agents; they appear as the supervisor’s name in Access and Partition Management and can belong to any of the servers configured on the Symposium Web Client. When you assign a supervisor’s name to a user, you enable the user to see all this supervisor’s reporting agents in Real-Time Reporting, Historical Reporting, and Contact Center Management. This feature works in conjunction with partitions since the user can see all agents in the partitions assigned to him or her, as well as the agents from the supervisor/reporting agent combinations. Report groups These are custom folders that administrators create so that users can share historical report definitions. In addition to these custom folders, there are six standard report group folders that include the standard report definitions. When you create and assign partitions to users, you include the report groups that you want the user to be able to access. When Historical Reporting users create custom report definitions, they can save them within the report group folder in Historical Reporting so that any user who has been assigned a partition including this report group has access to this report definition.
Partitioned data The following table shows the partitioned data that appears in each of the Symposium Web Client components:
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Note: Only three components are affected by partitions: Contact Center Management, Historical Reporting, and Real-Time Reporting. Users with basic access rights and the correct access classes can see all data in the remaining components. Contact Historical RealConfiguration Access and Scripting Center reports Time Partition Management displays Management
Yes
Yes
Yes
N/A
No
No
Supervisor/ Yes agents*
Yes
Yes
N/A
No
No
Agents
Skillsets
Specify in access class**
Yes
Yes
No
No
No
Report groups
N/A
Yes
N/A
N/A
N/A
N/A
Applications N/A
Yes
Yes
No
No
No
CDNs
N/A
Yes
N/A
No
No
No
DNISs
N/A
Yes
N/A
No
No
No
*Supervisor/reporting agents are included in this table as they offer an additional means of partitioning the agents the user can see in Contact Center Management, Historical Reports, and Real-Time Reports (but the list of supervisor/reporting agents is assigned directly to the user, and is not included in the user’s partition). **Users are restricted to viewing their partitioned skillsets in Contact Center Management only if you assign to them an access class containing the Use Agent & Skillset Partitions in CCM access level. If you do not assign this access level to the user, then he or she sees all configured skillsets in Contact Center Management, regardless of whether they are included in their partition.
Scope of partitions Partitions include a subset of reporting data (real-time and historical), and agent and skillset data in Contact Center Management. 1142
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Excluded
The administration of Access and Partition Management, Configuration, and Scripting does not currently support partitioning. The following data types are not partitioned: supervisors assignments routes IVR activity codes formulas users access classes partitions filters public real-time displays scripts and script variables threshold classes phonesets
Behaviour of partitions This section lists some general facts about the behaviour of partitions:
A user with two or more partitions sees the union of the partition data.
A user assigned no partitions sees all data.
A user requires at least one partition containing agents, skillsets, or applications to use Real-Time Reporting filters. A user with an empty partition sees no data that is included in partitions. In addition, if the partition does not contain a certain type of data (for example, CDNs), then no CDN data is available through the partition.
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Example of configuring users in a non-bureau call center Introduction This example includes general instructions for creating many of the types of users who work in a non-bureau call center—the supervisors, senior supervisors, overall network supervisors, and the administrator. This example includes the following users:
Janet Browne and Tanya Hodge - supervisors located in the Galway call center
Joe Lindsey - senior supervisor located in the Galway call center
Angela Shu - overall network supervisor located in the Toronto call center
Ian Watson - administrator
In this example, supervisors Janet Browne and Tanya Hodge each have four agents assigned to them, and senior supervisor Joe Lindsey also has four agents assigned to him. Janet Browne and Tanya Hodge fill in for each other during breaks and lunches. Likewise, Joe Lindsey monitors not only his agents, but also needs to be able to monitor Janet’s and Tanya’s agents.
Access and Partition Management requirements for supervisor Janet Browne Real-time displays
View agents of Janet Browne and Tanya Hodge.
View skillsets and applications applicable to the reservations department.
Historical reports
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Work with selected standard and imported reports only.
Report on the agents of Janet and Tanya.
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Report on skillsets and applications applicable to the reservations department. No CDN or DNIS reporting is required.
Contact Center Management
Edit the properties of the agents assigned to Janet and Tanya. Create ad-hoc agent to skillset assignments for the agents of Janet and Tanya. Cannot work with agent to supervisor assignments.
Emergency Help
Has access to Emergency Help.
How to configure supervisor Janet Browne The following steps provide an overview of how you configure supervisor Janet Browne: 1.
In Access and Partition Management, create a new report group called Supervisor-Galway.
2.
Save Janet’s selected reports (the reports can be standard or imported reports) in the report group Supervisor-Galway.
3.
Create a partition called SupervisorReports-Galway with the SupervisorGalway report group selected.
4.
Create a partition called Skillsets–Reservations-Galway with a subset of skillsets selected.
5.
Create a partition called Apps–Reservations-Galway with a subset of applications selected.
6.
Create an access class called Supervisor-Galway with the following access levels:
CCM: Edit Agent Properties Skillset Assignments: Create Ad-hoc Assignments CCM Partitions: Use Agent and Skillset Partitions in CCM All other access levels set to None
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Standard 7.02
Create a user called Janet Browne with basic access rights to Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help. While in the User Properties window, on the Supervisors tab, select supervisors Janet Browne and Tanya Hodge. Assign the access class Supervisor-Galway and the partitions SupervisorReports-Galway, Skillsets–Reservations-Galway, and Apps–Reservations-Galway to Janet.
Note: For agent real-time displays, supervisors must create a private real-time display to be able to choose the supervisor filters; they cannot apply supervisor filters to public agent displays. Public agent displays only include the agents in the user’s partition (they do not include the supervisor/reporting agents).
Summary of supervisor Janet Browne The following table summarizes Janet Browne’s access rights/partitions: Basic access rights
Supervisor/reporting agent combinations Access class Partitions
Real-Time Reporting
Historical Reporting
Contact Center Management
Emergency Help
Janet Browne
Tanya Hodge
Supervisor-Galway*
SupervisorReports-Galway* (this partition contains the report group Supervisor-Galway*)
Skillsets–Reservations-Galway*
Apps–Reservations-Galway*
*You can reuse these partitions, the access class, and the report group in other supervisor profiles.
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Access and Partition Management requirements for senior supervisor Joe Lindsey Real-time displays
View the agents of Janet Browne, Tanya Hodge, and Joe Lindsey.
View all skillsets and all applications.
Historical reports
Access all report groups, except Call-By-Call. Report on agents of Janet, Tanya, and Joe, including all skillsets, all applications, all CDNs, and all DNISs.
Contact Center Management
Edit the properties of agents assigned to Janet Browne, Tanya Hodge, and Joe Lindsey.
Schedule agent to skillset assignments for Janet Browne and Tanya Hodge.
Cannot work with agent to supervisor assignments.
Emergency Help
Has access to Emergency Help.
How to configure senior supervisor Joe Lindsey The following steps provide an overview of how you configure senior supervisor Joe Lindsey. 1.
Create a partition called NoCBC-Galway that includes all the standard report groups on the server Galway, except for Standard_CallByCall.
2.
Create a partition called AllSkillsets-Galway that includes all the skillsets that are configured on the server Galway.
3.
Create a partition called AllApplications-Galway that includes all the applications that are configured on the server Galway.
4.
Create a partition called AllCDNs-Galway that includes all the CDNs that are configured on the server Galway.
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Access and Partition Management overview
Standard 7.02
5.
Create a partition called AllDNISs-Galway that includes all the DNISs that are configured on the server Galway.
6.
Create an access class called SeniorSupervisor-Galway with the following access levels:
7.
CCM: Edit Agent Properties Skillset Assignments: Schedule Assignments Agent Supervisor Assignments: None CCM Partitions: Use Agent Partitions in CCM All other access levels set to None
Create user Joe Lindsey with basic access rights to Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help. While in the User Properties window, on the Supervisors tab, select supervisors Janet Browne, Tanya Hodge, and Joe Lindsey. Assign to Joe the access class SeniorSupervisor-Galway, and the partitions AllSkillsetsGalway, AllApplications-Galway, AllCDNs-Galway, AllDNISs-Galway, and NoCBC-Galway.
Note: For agent real-time displays, supervisors must create a private real-time display to be able to choose the supervisor filters; they cannot apply supervisor filters to public agent displays. Public agent displays only include the agents in the user’s partition (they do not include the supervisor/reporting agents).
Access and Partition Management requirements for overall network supervisor Angela Shu In this example, Angela Shu is the overall network supervisor of all supervisors who are located in both the Galway and Toronto offices. Since Angela is the overall supervisor, she needs to be able to view all agents, skillsets, and applications on both the Galway server and the Toronto server. Real-time displays
View all agents on all servers.
View all skillsets and all applications on all servers.
Historical reports
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Access all report groups, except Call-By-Call, on all servers. Symposium Call Center Web Client
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Access and Partition Management overview
Report on all agents, all skillsets, all applications, all CDNs, and all DNISs on all servers.
Contact Center Management
View the properties of all agents on all servers.
Perform ad hoc agent to skillset assignments on all servers.
Cannot change agent to supervisor assignments.
How to configure overall network supervisor Angela Shu The following steps provide an overview of how you configure overall network supervisor Angela Shu: 1.
Create two partitions called NoCBC-Galway and NoCBC-Toronto that include all the standard report groups, except for Standard_CallByCall.
2.
Create two partitions called AllSkillsets-Galway and AllSkillsets-Toronto that includes all the skillsets that are configured on the Galway server and the Toronto server respectively.
3.
Create two partitions called AllApplications-Galway and AllApplicationsToronto that include all the applications that are configured on the Galway server and the Toronto server respectively.
4.
Create two partitions called AllCDNs-Galway and AllCDNs-Toronto that include all the CDNs that are configured on the Galway server and the Toronto server respectively.
5.
Create two partitions called AllDNISs-Galway and AllDNISs-Toronto that include all the DNISs that are configured on the Galway server and the Toronto server respectively.
6.
Create an access class called OverallNetworkSupervisor with the following access levels:
CCM: View Agent Properties for both servers (Galway and Toronto) Skillset Assignments: Ad Hoc Assignments for both servers Agent Supervisor Assignments: None for both servers CCM Partitions: Use Agent Partitions in CCM for both servers All other access levels set to None
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Access and Partition Management overview
7.
Standard 7.02
Create user Angela Shu with basic access rights to Real-Time Reporting, Historical Reporting, and Contact Center Management. While in the User Properties window, on the Supervisors tab, select all the supervisors listed for both the Toronto and Galway call centers. Assign to Angela the access class OverallNetworkSupervisor, and the partitions AllSkillsets-Galway, AllSkillsets-Toronto, AllApplications-Galway, AllApplications-Toronto, AllCDNs-Galway, AllCDNs-Toronto, AllDNISs-Galway, AllDNISs-Toronto, NoCBC-Galway, and NoCBC-Toronto.
Summary of senior supervisor Joe Lindsey and overall network supervisor Angela Shu The following table summarizes Joe Lindsey’s and Angela Shu’s access rights/ partitions: Joe Lindsey Basic access rights
Supervisor/reporting agent combinations
Access class
1150
Angela Shu
Real-Time Reporting
Real-Time Reporting
Historical Reporting
Historical Reporting
Contact Center Management
Emergency Help
Janet Browne
Tanya Hodge
Joe Lindsey
SeniorSupervisor-Galway
Contact Center Management All supervisors configured on Toronto server All supervisors configured on Galway server
OverallNetworkSupervisor
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Joe Lindsey Partitions
Angela Shu
NoCBC-Galway*
NoCBC-Galway*
AllSkillsets-Galway*
AllSkillsets-Galway*
AllApplications-Galway*
AllApplications-Galway*
AllCDNs-Galway*
AllCDNs-Galway*
AllDNISs-Galway*
AllDNISs-Galway*
NoCBC-Toronto
AllSkillsets-Toronto
AllApplications-Toronto
AllCDNs-Toronto
AllDNISs-Toronto
*You can reuse these partitions for both users.
Access and Partition requirements for administrator Ian Watson Configuration
Full access to all servers to create skillsets, modify routing tables, and so on.
Access and Partition Management
Full access to all servers to manage all partitions, users, report groups, and access classes.
Scripting
Full access to manage scripts and script variables.
Real-time displays
View all agents on all servers.
View all skillsets and all applications on all servers.
Historical reports
Work with all report groups.
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Access and Partition Management overview
Standard 7.02
Report on all agents, skillsets, applications, CDNs, and all DNISs on all servers.
Contact Center Management
Create/delete agents on all servers.
Schedule agent to skillset assignments on all servers.
Edit ad-hoc agent to supervisor assignments.
Audit Trail
Access to the Audit Trail application.
How to configure administrator Ian Watson There are a couple of options for configuring administrator Ian Watson. This section outlines one possible option. In this configuration, you reuse some of the partitions that you have already created for users Angela Shu and Joe Lindsey, in addition to creating new partitions specifically for Ian Watson. 1.
Create two partitions called AllReportGroups-Toronto and AllReportGroups-Galway with all report groups selected.
2.
Create two access classes, Administrator-Toronto and AdministratorGalway, with all access levels set to the highest level (Create/delete) for each server respectively.
3.
Create the user Ian Watson with basic access rights to Access and Partition Management, Real-Time Reporting, Historical Reporting, Configuration, Contact Center Management, Scripting, and Audit Trail.
4.
Assign all supervisors who are configured on each server to Ian Watson.
Note: By assigning supervisors to Ian, you enable him to use the supervisor filters when creating private agent real-time displays. If you do not assign Ian any supervisors, then he cannot use this feature in Real-Time Reporting. 5.
1152
Assign to Ian the partitions AllSkillsets-Toronto, AllApplications-Toronto, AllCDNs-Toronto, AllDNISs-Toronto, AllSkillsets-Galway, AllApplicationsGalway, AllCDNs-Galway, AllDNISs-Galway, and AllReportGroups.
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Access and Partition Management overview
Note: By assigning partitions to Ian, you enable him to create filters for RealTime Displays. If you do not assign partitions to Ian, then he cannot create filters. 6.
Assign to Ian the access classes Administrator-Toronto and AdministratorGalway.
Summary of administrator Ian Watson The following table summarizes Ian Watson’s access rights/partitions: Basic access rights
Supervisor/reporting agent combinations Access class
Access & Partition Management
Configuration
Scripting
Audit Trail
Real-Time Reporting
Historical Reporting
Contact Center Management
Emergency Help
All supervisors in Toronto
All supervisors in Galway
Administrator-Galway
Administrator-Toronto
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Access and Partition Management overview
Partitions
Standard 7.02
AllReportGroups-Galway
AllSkillsets-Galway*
AllApplications-Galway*
AllCDNs-Galway*
AllDNISs-Galway*
AllReportGroups-Toronto
AllSkillsets-Toronto*
AllApplications-Toronto*
AllCDNs-Toronto*
AllDNISs-Toronto*
*In this example, these partitions have been reused. They were originally created for other users in this example.
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Access and Partition Management overview
Example of configuring users in a bureau call center Introduction This example includes general instructions for creating a supervisor in a bureau call center in Galway. This call center has two bureaus—the reservations bureau, and the credit bureau—each working off the same Galway server. This example includes the following users: Bureau 1 users - Reservations
David Roman and Patsy Clark are each supervisors in the Reservations bureau.
CDNs: 3750 and 3751
Skillsets: Reservations, Packages
Applications: Reservations
Reports: Reservations Reports
Bureau 2 users - Credit
Jason Lee and Marlene Haley are each supervisors in the Credit bureau.
CDNs: 3850 and 3851
Skillsets: Gold, Normal, and BadCredit
Applications: Credit
Reports: Credit Reports
Access and Partition Management requirements for supervisor David Roman Real-time displays
View the agents of David Roman and Patsy Clark.
View Reservation skillsets and Reservation applications.
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Access and Partition Management overview
Standard 7.02
Historical Reports
Reservation Reports-Galway custom report group. Report on the agents of David Roman and Patsy Clark, and on the skillsets, applications, and CDNs that are related to Reservations. Not allowed to view any DNISs.
Contact Center Management
Edit the properties of agents assigned to David Roman and Patsy Clark. Make ad hoc agent to skillset assignment changes for the agents of David Roman and Patsy Clark. No agent to supervisor assignment access.
Emergency Help
Access to the Emergency Help component.
How to configure supervisor David Roman 1.
Create a new report group called Reservation Reports-Galway and save the selected reservations reports (the reports can be standard or imported reports) in this report group.
2.
Create a partition called ReservationReports-Galway with the report group Reservation Reports-Galway selected.
3.
Create a partition called Skillsets–Reservations-Galway with Reservations and Packages skillsets selected.
4.
Create a partition called Apps–Reservations-Galway with Reservations application selected.
5.
Create a partition called CDNs–Reservations-Galway with CDNs 3750 and 3751 selected.
6.
Create an access class called Supervisor-Galway with the following access levels:
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CCM: Edit Agent Properties Skillset Assignments: Create Ad-hoc Assignments CCM Partitions: Use Agent and Skillset Partitions in CCM.
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Access and Partition Management overview
7.
All other access levels set to None.
Create the user David Roman with basic access rights to Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help. While in the User Properties window, on the Supervisors tab, select supervisors David Roman and Patsy Clark. Assign to David the Supervisor-Galway access class and the partitions ReservationsReportsGalway, Skillsets–Reservations-Galway, Apps–Reservations-Galway, and CDNs–Reservations-Galway.
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Access and Partition Management overview
1158
Standard 7.02
Symposium Call Center Web Client
Appendix E
Controls required on the client PC In this appendix Third-party controls
Planning, Installation, and Administration Guide
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1159
Controls required on the client PC
Standard 7.02
Third-party controls The following table lists the third-party controls that are required on the client PC, along with the names of the files, and the version number required for Symposium Web Client 4.5. Third-party client controls are required for all Symposium Web Client 4.5 components, except Configuration and Audit Trail. For more information on installing third-party controls, see “Installing controls on a client” on page 645.
Control
Crystal Reports Viewer
Client Install Location*
CAB file
Control File
Company Purpose
activexview crviewer9.dll Crystal [drive]:\ ermod.cab WINNT\ Decisions Additional Downloaded files required Program by the Files
Crystal Reports
Version
9.2.0.702
crviewer9.dll control file and also downloaded with this file are: - swebrs.dll - sviewhlp.dll
- reportparame terdialog.dll - cselexpt.ocx - msvcp60.dll - mfc42.dll - msvcrt.dll - olepro32.dll - xqviewer.dll
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Control
Client Install Location*
Emergency [drive]:\ WINNT\ Help
Controls required on the client PC
CAB file
Control File
EHCtrl.cab iceemhlp
control.dll
system32
Company Purpose
Nortel Networks
Version
Emergency 4.5.0.51 Help
Popup Menu
iemenu.cab iemenu.ocx [drive]:\ WINNT\ Downloaded Program Files
Microsoft Internet Explorer Popup Menu
4.71.115.0
Date and Time Picker
[drive]:\ WINNT\ system32
Microsoft Time and date picker control
6.0.88.4
Remote Desktop Client
msrdp.cab [drive]:\ WINNT\ Downloaded Program Files
msrdp.ocx
Microsoft Terminal Services
5.1.2600.1 095
Olectra Chart
olec[drive]:\ 2D.cab WINNT\ Downloaded Program Files
olch2x32.ocx Component Chart One control
MSCOMC mscomct2.ocx T2.cab
Planning, Installation, and Administration Guide
6.0.15.0
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Controls required on the client PC
Control
Real-time Display
Client Install Location* [drive]:\ WINNT\ system32
CAB file
Standard 7.02
Control File
Company Purpose
RtdCtrl.cab icertdcontrol. Nortel
dll
Networks
Version
Real-time 4.5.5.1 displays
Additional files required by the icertdcontrol. dll control file and also downloaded with this file are: - rope.dll - ntzlib.dll
Infragistics TreeView 1.0.4.20 Infragistics [drive]:\ ssTree.cab SSTree.ocx WINNT\ ActiveTree control An additional Downloaded View file required Program by this control Files and downloaded with this file:
- SSPNG2.dll True OLE [drive]:\ DB Grid 8 WINNT\
system32
todg8.cab todg8.ocx An additional file required by this control and downloaded with the file:
Component Grid One control
8.0.20042. 329
- tdbgpp8.dll
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Control
Client Install Location*
[drive]:\ ATL module for windows\ Windows system32
Controls required on the client PC
CAB file
Control File
Company Purpose
Version
ATL.cab
advpack.dll
Microsoft Visual Corporation C++
3.0.8449.0
Additional files required by the advpack.dll control file and also downloaded with this file are
Helper files used to display progress bar
- atla.dll - atlw.dll - w95inf16.dll - w95inf32.dll SOAP Client 3.0**
[drive]:\ Program Files\ Common Files\ MSSoap\ Binaries
SOAP install
MSSOAP30. Microsoft Access to server-side dll
3.0.1325.0
functionality
*This is the location where the control is installed on the client PC, where [drive] is the drive upon which the operating system is installed. **Unlike the other controls listed in the table, these two controls are not downloaded to the client PC, but they are required for proper Symposium Web Client functionality. For more information on installing the client version of SOAP, see “Installing Simple Object Access Protocol” on page 640. The control for Windows scripting is automatically installed with the client operating system.
Planning, Installation, and Administration Guide
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Controls required on the client PC
1164
Standard 7.02
Symposium Call Center Web Client
Appendix F
Web site types In this appendix Determining your web site type
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1165
Web site types
Standard 7.02
Determining your web site type Introduction To determine which web site type is best for your organization when you install Symposium Web Client, evaluate how you intend to use the application server on which Symposium Web Client will reside.
Web sites and virtual directories There are two ways in which you can install Symposium Web Client on the application server:
as a standalone Symposium Web Client web site
as a “sub-site” or virtual directory attached to an existing web site
Note: You must specify the type of web site that Symposium Web Client uses in step 13 of the Symposium Web Client installation process. For more information, see “To install Symposium Web Client on the application server” on page 132. Regardless of the type of web site that you choose, the application behaves in the same way, and is visible to client PCs in the same way. The only significant difference between a virtual directory web site and a default web site is the way in which it appears in Windows 2000 Server.
Symposium Web Client as a standalone web site If Symposium Web Client fits the following criteria, you should set up Web Client as the default web site:
Symposium Web Client is the only application that will run on the application server. The existing company intranet or extranet is on another server, entirely separate from the domain being used for Web Client.
When Symposium Web Client is installed as a default web site, it appears as follows: 1166
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Web site types
Symposium Web Client as a virtual directory Set up Symposium Web Client as a virtual directory on an existing web site if Symposium Web Client fits the following criteria:
You have a company intranet or extranet, or both, that already resides on the application server. You are installing Symposium Web Client as an additional web site on the application server.
When Symposium Web Client is installed as a virtual directory, it appears as a folder called WClient in the Default Web Site tree.
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Web site types
1168
Standard 7.02
Symposium Call Center Web Client
Appendix G
Supervisor/reporting agents matrix In this appendix Overview
1170
Real-Time Reporting
1171
Historical Reporting
1177
Contact Center Management
1180
Planning, Installation, and Administration Guide
1169
Supervisor/reporting agents matrix
Standard 7.02
Overview The supervisor/reporting agents feature enables you to dynamically link a supervisor and all his or her reporting agents with one or more Web Client users, thereby enabling the users to view the agents in Symposium Web Client components, such as Real-Time and Historical Reporting, and Contact Center Management. You assign supervisor/reporting agent combinations to Web Client users by using the Supervisors tab in the User Properties window of Access and Partition Management. Supervisor/reporting agent combinations and partitions affect the data that users see differently, based on the component in which the user is working and the type of data the user is viewing (for example, a private real-time display behaves differently than a public real-time display). The tables in this appendix outline the effect of supervisor/reporting agent combinations and partitions in each of the applicable Symposium Web Client components. In most cases, the supervisor/reporting agents feature only works in conjunction with partitions; you must assign both a partition and a supervisor/reporting combination to a user to restrict the user to seeing his or her reporting agents. The exception to this rule is in Real-Time Reporting, and specifically for the private agent real-time displays and agent map displays. If you have assigned the user only a supervisor/reporting agent combination in Access and Partition Management (not a partition), then the user can apply this supervisor/reporting agent combination (on the Filters tab) to either a private agent real-time display, or an agent map display to view only those reporting agents.
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Supervisor/reporting agents matrix
Real-Time Reporting Introduction The data that users see in Real-Time Reporting varies based on whether the user opens a public agent real-time display, a private agent real-time display, or an agent map display. These differences are summarized in the following tables: Public agent real-time displays
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ Has the user reporting agent combination in assigned a custom filter Access and Partition to the Management? display?
Yes
N/A*
No*
Only agents included in the partition
Yes
N/A
Yes
Only agents included in the partition
No
N/A
No
All agents
No
N/A
Yes
All agents
Yes (no agents)
N/A
No
No data
Yes (no agents)
N/A
Yes
No data
Yes (no agents)
N/A
Yes (but the supervisor has no reporting agents)
No data
Planning, Installation, and Administration Guide
Data the user sees in the display
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Supervisor/reporting agents matrix
Standard 7.02
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ Has the user reporting agent combination in assigned a custom filter Access and Partition to the Management? display?
Yes
N/A
Yes (but the supervisor has no reporting agents)
Only agents included in the partition
No
N/A
Yes (but the supervisor has no reporting agents)
All agents
Data the user sees in the display
*Users cannot apply custom filters or supervisor/reporting agent combinations to public real-time displays. If you assign the user a supervisor/reporting agent combination in Access and Partition Management, it does not affect the data that the user sees in public agent real-time displays, regardless of whether the user has a partition assigned to him or her. Only partitions affect the data that users see in public agent real-time displays. Private agent real-time displays Unlike public agent real-time displays, for private real-time displays, users can create custom filters by choosing the items from their partitioned data that they want to see in the display. Then, when they are customizing their private display, they can assign one or more of these filters to the display in the Filters tab. This tab also lists any supervisor/reporting agent combinations that the administrator has assigned to the user in Access and Partition Management, represented by the corresponding supervisor’s name. Each supervisor name represents all of that supervisor’s reporting agents.
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Supervisor/reporting agents matrix
Based on the supervisor/reporting agent combinations that the administrator has assigned to the user, there may be more than one supervisor name on this tab. For example, the administrator can assign the supervisor his or her own agents (and, therefore, the supervisor’s own name appears on this tab), and the reporting agents of another supervisor, in which case this other supervisor’s name also appears on the tab. When the user customizes the display, he or she can assign the supervisor/reporting agent combinations to the display by clicking the names of the appropriate supervisors to view all the reporting agents of these selected supervisors. Note: Private real-time displays are different than public real-time displays in that users do not require a partition to restrict the agent data that they can see in the display. If the administrator assigns the user only a supervisor/reporting agent combination in Access and Partition Management (not a partition), then the user can apply this supervisor/reporting agent combination (on the Filters tab) to the private agent real-time display to view only those reporting agents. Has an administrator assigned the user a partition in Access and Partition Management?
Has the user assigned a custom filter to the display?
Has the user assigned a supervisor/ reporting agent combination to the display?
Yes
Yes
No
Only the agents included in the custom filter
Yes
No
No
Only the agents included in the partition
Yes
Yes
Yes
All agents in the custom filter, plus the agents reporting to the selected supervisor
Planning, Installation, and Administration Guide
Data the user sees in the display
1173
Supervisor/reporting agents matrix
1174
Standard 7.02
Has an administrator assigned the user a partition in Access and Partition Management?
Has the user assigned a custom filter to the display?
Has the user assigned a supervisor/ reporting agent combination to the display?
Yes
No
Yes
Only the agents reporting to the selected supervisor
No
No
No
All agents
No
No
Yes
Only the agents reporting to the selected supervisor
Yes (no agents)
No
No
No data
Yes (no agents)
No
Yes
Only the agents reporting to the selected supervisor
Yes
Yes
Yes (but the supervisor has no reporting agents)
Only the agents included in the custom filter
Yes
No
Yes (but the supervisor has no reporting agents)
No data
Yes (no agents)
No
Yes (but the supervisor has no reporting agents)
No data
No
No
Yes (but the supervisor has no reporting agents)
No data
Data the user sees in the display
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December 2006
Supervisor/reporting agents matrix
Agent map graphical displays Before a user can launch an agent map graphical display, he or she must apply either a custom filter to it, or a supervisor/reporting agent combination, but the user cannot apply both at the same time. Note: Agent map graphical displays are different than public real-time displays in that users do not require a partition to restrict the agent data that they can see in the display. If the administrator assigns the user only a supervisor/reporting agent combination in Access and Partition Management (not a partition), then the user can apply this supervisor/reporting agent combination to the agent map display to view only those reporting agents. Has an administrator assigned the user a partition in Access and Partition Management?
Has the user assigned a Has the user supervisor/ reporting assigned a custom filter agent combination to the to the display? display?
Yes
Yes
No
Only agents included in the custom filter
Yes
No
Yes
Only the agents reporting to the selected supervisor
No
No
Yes
Only the agents reporting to the selected supervisor
Yes (no agents)
No
Yes
Only the agents reporting to the selected supervisor
Yes (no agents)
No
Yes (but the supervisor has no reporting agents)
No data
Planning, Installation, and Administration Guide
Data the user sees in the display
1175
Supervisor/reporting agents matrix
1176
Standard 7.02
Has an administrator assigned the user a partition in Access and Partition Management?
Has the user assigned a Has the user supervisor/ reporting assigned a custom filter agent combination to the to the display? display?
Data the user sees in the display
No
No
Yes (but the supervisor has no reporting agents)
No data
Yes
No
Yes (but the supervisor has no reporting agents)
No data
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Supervisor/reporting agents matrix
Historical Reporting Introduction In Historical Reporting, if users do not have a partition assigned to them, then they see all agent data in the selection criteria, regardless of whether they have a supervisor/reporting agent combination assigned to their user profile. In this component, partitions and supervisor/reporting agent combinations affect the data that users see in the Selection Criteria box. The selection criteria feature in Historical Reporting is like the filters feature in Real-Time Reporting. Just as Real-Time Reporting users can choose the data they want to see in the displays by creating custom filters and assigning them to the displays, so too can Historical Reporting users specify which items from their partitioned data they want to see in the historical reports by choosing from the selection criteria. If users have not been assigned a partition, then they can choose from all data.
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Partition Management?
Yes
No
All agents in the partition
The agents the user has chosen from the selection criteria
No
No
All agents
The agents the user has chosen from the selection criteria
Planning, Installation, and Administration Guide
What data is available for the user to choose Data the user from in the sees in the selection report criteria?
1177
Supervisor/reporting agents matrix
1178
Standard 7.02
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Partition Management?
Yes
Yes
The agents in the partition and the agents included in the supervisor/ reporting agent combination assigned to this user
The agents the user has chosen from the selection criteria
No
Yes
All agents
The agents the user has chosen from the selection criteria
Yes (no agents)
No
No data
No data
Yes (no agents)
Yes
The agents included in the supervisor/ reporting agent combination assigned to this user
The agents the user has chosen from the selection criteria
Yes (no agents)
Yes (but the supervisor has no reporting agents)
No data
No data
What data is available for the user to choose from in the Data the user selection sees in the criteria? report
Symposium Call Center Web Client
December 2006
Has an administrator assigned the user a partition in Access and Partition Management?
Supervisor/reporting agents matrix
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Partition Management?
What data is available for the user to choose from in the Data the user selection sees in the criteria? report
Yes
Yes (but the supervisor has no reporting agents)
All agents in the partition
The agents the user has chosen from the selection criteria
No
Yes (but the supervisor has no reporting agents)
All agents
The agents the user has chosen from the selection criteria
Planning, Installation, and Administration Guide
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Supervisor/reporting agents matrix
Standard 7.02
Contact Center Management Introduction In Contact Center Management, if users do not have a partition assigned to them, then they see all agent data, regardless of whether they have a supervisor/ reporting agent combination assigned to their user profile. Note: The administrator can also control the data users see in Contact Center Management by assigning access classes to them. Access classes can restrict the windows or portions of windows that users can open in the application, and the actions users can perform. In addition, if the administrator assigns users the Use Agent & Skillset Partitions in CCM access class, then they are restricted to viewing only their partitioned skillsets (in addition to their partitioned agents, which is the default behavior).
1180
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Data the user sees Partition in Contact Center Management? Management
Yes
No
Only the agents in the partition
Yes
Yes
The agents in the partition and the agents included in the supervisor/reporting agent combination assigned to this user
No
No
All agents
No
Yes
All agents Symposium Call Center Web Client
December 2006
Supervisor/reporting agents matrix
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Data the user sees Partition in Contact Center Management? Management
Yes (no agents)
Yes
The agents included in the supervisor/ reporting agent combination assigned to this user
Yes (no agents)
No
No agents
Yes (no agents)
Yes (but the supervisor has no reporting agents)
No agents
Yes
Yes (but the supervisor has no reporting agents)
The agents in the partition
No
Yes (but the supervisor has no reporting agents)
All agents
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Supervisor/reporting agents matrix
1182
Standard 7.02
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Glossary
A
accelerator key A key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor. access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels. access level A level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports. ACD call See Automatic call distribution call. ACD-DN See Automatic call distribution directory number. ACD routing table See Automatic call distribution routing table. acquired resource A resource configured on the switch that is under the control of Symposium Call Center Server. Resources must be configured with matching values on both the switch and Symposium Call Center Server.
Planning, Installation, and Administration Guide
1183
Glossary
Standard 7.02
activated script A script that is processing calls or is ready to process calls. active server In a system with a Replication Server, the server that is providing call processing and administration services. activity code A number that an agent enters on his or her phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their phonesets during sales calls, and this information can be generated in an Activity Code report. administrator A user who is responsible for setting up and maintaining Symposium Web Client. agent A user who is responsible for handling customer calls. agent logon ID A unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset. agent to skillset assignment A matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled. agent to supervisor assignment A definition that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. API See application program interface.
1184
Symposium Call Center Web Client
December 2006
Glossary
application 1. A logical entity that represents a Symposium Web Client script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer. application program interface A set of routines, protocols, and tools that programmers use to develop software applications. APIs simplify the development process by providing commonly used programming procedures. application server The computer hosting the web server that distributes all the web pages to the client PCs that are using Symposium Web Client. The client PCs use an Internet browser interface to connect to the application server, launch Symposium Web Client, and interact with Symposium Call Center Server. The application software for Symposium Web Client is installed on the application server. associated supervisor A supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. See also reporting supervisor. Automatic call distribution A means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal. Automatic call distribution call A call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also Automatic call distribution directory number. Automatic call distribution directory number A DN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch. Planning, Installation, and Administration Guide
1185
Glossary
Standard 7.02
Automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Symposium Call Center Server will be queued to ACD groups and handled by available agents.
C
call age The amount of time a call was waiting in the system before being answered by an agent. call intrinsic A script element that stores call-related information assigned when a call enters Symposium Call Center Server. See also intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, time intrinsic, traffic intrinsic. call presentation class A collection of preferences that determines how calls are presented to an agent.call priority A numerical value assigned in a script that defines the relative importance of a call. If two calls are in the queue when an agent becomes available, and one call is queued with a higher priority than the other, the agent receives the higher priority call first. See also skillset priority. call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a call center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent. call variable A script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable.
1186
Symposium Call Center Web Client
December 2006
Glossary
Calling Line Identification An optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset. CallPilot A multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories. CDN See controlled directory number. CLAN See Customer local area network. CLID See Calling Line Identification. client The part of Symposium Call Center Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available, Classic Client and Symposium Web Client. See also server. command A building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Contivity VPN Switch A Nortel Networks product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet.
Planning, Installation, and Administration Guide
1187
Glossary
Standard 7.02
controlled directory number A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Symposium Call Center Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Symposium Call Center Server. CTI Computer Telephony Integration Customer local area network The LAN to which your corporate services and resources connect. The Symposium Web Client application server and client both connect to the CLAN. Third-party applications that interface with the server also connect to this LAN.
D
DBMS Database Management System deactivated script A script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed. default activity code The activity code that is assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on his or her phoneset. default skillset The skillset to which calls are queued if they have not been queued to a skillset or a specific agent by the end of a script. desktop user A configured user who can log on to the Symposium Web Client application server from a client PC. DHCP See dynamic host configuration protocol.
1188
Symposium Call Center Web Client
December 2006
Glossary
Dial-Up Networking See Remote Access Services. Dialed Number Identification Service An optional service that allows Symposium Call Center Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS. directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN). directory number call A call that is presented to the DN key on an agent’s phoneset. display threshold A threshold used in real-time displays to highlight a value below or above the normal range. DN See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network. dynamic link library A library of executable functions or data that can be used by a Windows application. Typically, a DLL provides one or more particular functions, and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time. Planning, Installation, and Administration Guide
1189
Glossary
E
Standard 7.02
ELAN See embedded local area network. embedded local area network A dedicated Ethernet TCP/IP LAN that connects the server in Symposium Call Center Server and the switch. Emergency key A key on an agent’s phoneset that, when pressed by an agent, automatically calls his or her supervisor to notify the supervisor of a problem with a caller. event 1. An occurrence or action in Symposium Web Client, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music. expression A building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression, mathematical expression, relational expression.
F
1190
filter 1. In Real-Time Reporting, you create filters by specifying the skillset, application, and agent data that you want to see in the real-time displays. You can apply as many filters as you want to each display. After you apply these filters to the real-time displays, you no longer have to scan data that is not applicable to you. 2. In Historical Reporting, you can select the elements that you want to include in your reports by choosing filters and assigning filter elements to your reports. For example, in an agent performance report, you can choose the filter Agent Login ID, and then choose the filter elements (the logon IDs) that you want to report on.
Symposium Call Center Web Client
December 2006
Glossary
first-level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class. The system tracks how often the value for the statistic falls below this value.
G
global settings Settings that apply to all skillsets that are configured on your system. global variable A variable that contains values that can be used by any script on the system. You can only change the value of a global variable in the Script Variable Properties sheet. You cannot change it in a script. See also call variable, variable.
I
IIS See Internet Information Services. Internet Information Services Microsoft’s Web server software. IIS uses Hypertext Transfer Protocol (HTTP) to provide World Wide Web documents in a browser. IIS includes several security functions and allows the use of Gopher and File Transfer Protocol (FTP) servers. Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use the TCP/IP protocol to route messages based on the IP address of the destination. The format of an IP address is a 32-bit numeric address written as four values separated by periods. Each value can be 0 to 255. For example, 1.160.10.240 could be an IP address. intrinsic A word or phrase used in a script to gain access to system information about skillsets, agents, time, and call traffic that can then be used in formulas and decision-making statements. See also call intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, time intrinsic, traffic intrinsic.
Planning, Installation, and Administration Guide
1191
Glossary
Standard 7.02
IP address See Internet Protocol address.
L
LAN See Local area network. Local area network A computer network that spans a relatively small area. Most LANs connect workstations and personal computers, and are confined to a single building or group of buildings. logical expression A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression, relational expression.
M
Management Information Base A data structure that describes the collection of all possible objects in a network. Each managed node maintains one or more variables (objects) that describe its state. Symposium Call Center Server Management Information Bases (MIBs) contribute to the overall network MIB by
identifying Nortel Networks/Meridian/Symposium Call Center Server nodes within the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script The first script executed when a call arrives at the Symposium Web Client. A default Master script is provided with Symposium Web Client, but it can be customized by an authorized user. It can be deactivated but not deleted. See also primary script, script, secondary script.
1192
Symposium Call Center Web Client
December 2006
Glossary
mathematical expression An expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression, logical expression, relational expression. MIB See Management Information Base. music route A resource installed on the switch that provides music to callers while they wait for an agent.
N
NCRTD Network Consolidated Real-Time Displays network interface card An expansion board that enables a PC to be connected to a local area network (LAN). Symposium Web Clientnight mode A skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment. A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode. NPA See Number Plan Area. Number Plan Area Area code
O
object linking and embedding A compound document standard that enables you to create objects with one application, and then link or embed them in a second application.
Planning, Installation, and Administration Guide
1193
Glossary
Standard 7.02
ODBC See Open Database Connectivity. OEM Original equipment manufacturer OLE See object linking and embedding. Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Optivity Telephony Manager A Nortel Networks application used for switch management. It provides management simplicity and flexible control. OTM See Optivity Telephony Manager. out-of-service mode A skillset state in which the skillset does not take calls. A skillset is out of service if there are no agents logged on or if the supervisor puts the skillset into out-of-service mode manually. See also Symposium Web Clientnight mode, transition mode. out-of-service skillset A skillset that is not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also skillset.
P
1194
partition Partitions enable call center administrators to control the data that Symposium Web Client users can view and manage in Historical Reporting, Real-Time Reporting, and Contact Center Management. Partitions can contain six types of data: agents, skillsets, applications, CDNs, DNISs, and report groups. If an
Symposium Call Center Web Client
December 2006
Glossary
administrator does not assign a partition to a user, then the user sees all available data in the real-time displays and historical reports. However, if the administrator does not assign a partition to a supervisor containing agents, then the supervisor sees nothing in Contact Center Management. pegging The action of incrementing statistical counters to track and report on system events. pegging threshold A threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports. PEP See Performance Enhancement Package. Performance Enhancement Package A Symposium Call Center Server supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset. phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. primary script A script that is executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, script, secondary script. Planning, Installation, and Administration Guide
1195
Glossary
R
Standard 7.02
RAN recorded announcement RAN route See recorded announcement route. RAS See Remote Access Services. Real-time Statistics Multicast An interface that provides real-time information to third-party applications in either multicast or unicast format. recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. relational expression An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression. Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking. Replication Server A server that backs up the active server to the standby server in real time. report group 1. The standard report groups in Historical Reporting are folders that contain the standard report templates. There are six standard report groups: Agent Performance, Configuration, Call-by-Call, Networking (M1 networking only), Others, and NCC (on the NCC only). 2. An administrator creates custom report groups in Access and Partition Management, adds them to partitions, and assigns the partitions to Historical Reporting users. Custom report groups do not
1196
Symposium Call Center Web Client
December 2006
Glossary
contain standard report templates. Instead, they are folders that enable users who belong to the same group to share customized reports. Users can customize a standard template and save it in their group folder so that other members of their group can use the same customized report. reporting supervisor The supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor. RSM See Real-time Statistics Multicast. RTD Real-time displays RTR Real-Time Reporting
S
sample script A script that is installed with the Symposium Call Center Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical call center scenarios. SCM See Service Control Manager. script A set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, primary script, secondary script. script variable See variable.
Planning, Installation, and Administration Guide
1197
Glossary
Standard 7.02
second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value. secondary script Any script (other than a Master or primary script) that is referenced from a primary script or any other secondary script. There is no pegging of statistics for actions occurring during a secondary script. See also Master script, primary script, script. server A computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Symposium Call Center Server is used to configure the operations of the call center. See also client. service A process that adheres to a Windows NT structure and requirements. A service provides system functionality. Service Control Manager A Windows NT process that manages the different services on the PC. service level The percentage of incoming calls answered within a configured number of seconds. service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components:
1198
managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to the outside world via an SNMP management process called an SNMP Agent Symposium Call Center Web Client
December 2006
Glossary
management stations, which are computers running special network management software that interact with the Agents for status management information, which is conveyed through exact specifications and format of status specified by the MIB Management Protocol or SNMP, which sends messages called protocol data units (PDUs)
Simple Object Access Protocol Technology for retrieving data through client PCs from the application server. SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages. site A system using Symposium Call Center Server that can be accessed using SMI. skillset A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic A script element that inserts information about a skillset in a script. Skillset intrinsics return values such as skillsets, integers, and agent IDs. These values are then used in queuing commands. See also call intrinsic, intrinsic, time intrinsic, traffic intrinsic. skillset priority An attribute of a skillset assignment that determines the order in which calls from different skillsets are presented to an agent. When an agent becomes available, calls might be waiting for several of the skillsets to which the agent belongs. The server presents the call queued for the skillset for which the agent has the highest priority. SOAP See Simple Object Access Protocol. standby In skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset. Planning, Installation, and Administration Guide
1199
Glossary
Standard 7.02
standby server A server that contains an up-to-date version of the database, for use when the active server becomes unavailable. supervisor A user who manages a group of agents. See also associated supervisor, reporting supervisor. SWCP See Symposium Web Center Portal. switch The hardware that receives incoming calls and routes them to their destination. switch resource A device that is configured on the switch. For example, a CDN is configured on the switch, and then is used as a resource with Symposium Call Center Server. See also acquired resource. Symposium Web Client call A call to a CDN that is controlled by the Symposium Web Client. The call is presented to the Incalls key on an agent’s phoneset. Symposium Standby Server The server that contains an up-to-date back-up version of the Symposium Call Center Server database, for use if the active server fails. The database is kept upto-date by the Replication Server. Symposium Web Center Portal A client/server contact center application that expands contact center e-mail capabilities to allow agents to view, respond to, and track requests over the Internet. Symposium Web Client A browser-based tool for call center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports. The Symposium Web Client software is installed on an application server. See also application server. 1200
Symposium Call Center Web Client
December 2006
Glossary
system-defined script The Master_Script can be customized or deactivated by a user, but cannot be deleted. the first script executed for every call arriving at the call center.
T
TAPI See Telephony Application Program Interface. TCP/IP See Transmission Control Protocol/Internet Protocol. TDM See Time-Division Multiplex. telephony The science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment. Telephony Application Program Interface An interface between the switch and an application that allows the application to control the telephone on a user’s desktop. threshold A value for a statistic at which system handling of the statistic changes. threshold class A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold. Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end.
Planning, Installation, and Administration Guide
1201
Glossary
Standard 7.02
time intrinsic A script element that stores information about system time, including time of day, day of week, and week of year. See also call intrinsic, intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, traffic intrinsic. Token Ring A PC network protocol developed by IBM. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle. traffic intrinsic An intrinsic that inserts information about system-level traffic in a script. See also call intrinsic, intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, time intrinsic. transition mode A skillset state in which the server presents already queued calls to a skillset. New calls queued to the skillset are given out-of-service treatment. See also Symposium Web Clientnight mode, out-of-service mode. Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks. treatment See call treatment.
U
user-created script A script that is created by an authorized user on the Symposium Web Client system. Primary and secondary scripts are user-created scripts. user-defined script A script that is modified by an authorized user on the Symposium Web Client system.
1202
Symposium Call Center Web Client
December 2006
Glossary
utility A program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices.
V
validation The process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated. variable A placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Symposium Call Center Server. See also call variable, global variable. Virtual Private Network A private network that is configured within a public network to take advantage of the economies of scale and management facilities of large networks. VPN See Virtual Private Network.
W
WAN See also Wide area network. Wide area network A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet. workload scenarios Sets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Symposium Web Client.
Planning, Installation, and Administration Guide
1203
Glossary
1204
Standard 7.02
Symposium Call Center Web Client
Index Symbols 443, 485, 502
Numerics 503 Service Unavailable message resolving 1008
A about blank message in Internet Explorer 1039 about blank URL adding as a Trusted Site 1038 access 516 Access and Partition Management access to 882 adding Web Client users in 881 and administrator privileges 882 definitions of terms used in 1140 new features in 31 overview 18, 784 partitions in 853 problems viewing user details in 1038 access classes 852 access levels in 873 and Contact Center Management 874 and servers 874 creating 872 access restrictions in Symposium Web Client 138, 375, 406, 438, 480, 497 access rights 852 assigning basic 854, 881 basic 1140 activating modified multicast rates 82 Planning, Installation, and Administration Guide
modified RSM settings 83 the Terminal Services License Server 226, 613 activating or deactivating real-time statistics collection 75 Active Directory and domain controllers 104, 105 and domain trees 106 and forests of domain trees 107 and Symposium Web Client uninstall 983 backing up data 936 computer name 108 configuring the Terminal Services user account in 218 database 112 domain name 108 forest in 108 installing 103 overview 103 permissions 114 problems with 1030 reinstalling 984 server name in Symposium Web Client 141 uninstalling 984 verifying installation of 1022 Active Directory Application Mode and replication 362 installation options 370 installing 362 uninstalling 363 Active X control and Terminal Services 648 ActiveX control security 638 ad hoc agent to skillset assignments creating in assignment mode 829 ad hoc agent to supervisor assignments creating in assignment mode 821 ADAM accessing online Help for 368 and service accounts 365 ADAM replication 1205
Index
and the ADSIEdit Editor 368 default schedule for 367 first time 364, 421 scheduling 367 addendum downloading latest 681, 742 addresses Class D Internet Protocol 1127 multicast 1127 restriction for IP multicast 1127 administrator privileges 882 role of 785 administrator access defining typical 876 ADSIEdit Editor and ADAM replication 368 Agent 520 Agent Desktop Displays and multiple application servers 659 and multiple language support 183, 556 and RDS 245, 624, 660, 702 and RDS (Windows Server 2003) 753 and RSM 74 and the IIS Lockdown procedure 245 and the MSADC folder 669 and the MSADC virtual directory 245, 624 and the refresh rate 229, 617 compatibility with versions of Symposium Web Client 659 compatibility with Windows Server 2003 753 configuring 228, 616 configuring on the application server 197, 571 configuring the maximum number of agents 229, 617 configuring threshold colors for 230, 618 dependency on Real-Time Reporting 143, 380 installing 661 installing and configuring on client PC 658 installing language pack for 568 installing language packs for 194, 568 multi-language support in Release 4.2 SU08 194, 950, 951, 952 overview 21, 658, 785 problems upgrading 1012
1206
Standard 7.02
server component 143, 380, 443, 485, 502 411
tasks to perform before upgrading 704 upgrading 661 Agent Desktop Displays 4.0 and Windows Server 2003 623 Agent Desktop Displays 4.5 compatibility with Symposium Web Client 4.0 661 agent details editing 825 viewing 825 agent to skillset assignments 818 creating ad hoc 829 agent to supervisor assignments 818 creating ad hoc 821 agents adding in Contact Center Management 838 All-Hosts Group 1125, 1126 and multicast data 1124 All-Routers Group 1126 and multicast data 1124 application server administrator password 1083, 1093 and Symposium Web Client 22 and third-party software 45 communication ports on 64 communication problems with 1009 computer name of 109, 1083, 1093 configuring 197, 571 configuring the event viewer log on 1024 configuring to support multiple languages 190, 563 hardware requirements for 40 installation tasks on 1064, 1071 installing Sybase Open Client on 122, 351 performance requirements for 60 receiving IP multicast address on 198, 572 registering name of on DNS server 1009 restarting after performing a platform migration 94 sending IP multicast address on 198, 572 software requirements for 46 troubleshooting 1014 uninstalling components from 977 application threshold classes
Symposium Call Center Web Client
December 2006
in Scripting 20 ASM problems starting on Symposium Call Center Server 1040 associated supervisors 886 Audit Trail accessing 908 and monitored resources 910 overview 21, 785, 908 Automatic Private IP Addressing disabling on the application server 1040 Automatic Private IP Addressing feature disabling on the application server 1041
B backing up Active Directory data 936 data on a coresident server 347, 974 Symposium Web Client data files 937 System State data 937 backups scheduling 940 which data is backed up 933 backward compatibility of client PCs 58 basic access rights 1140 bindings order changing on the application server 1040 configuring in Symposium Call Center Server 1009
C ChangeSOAPSrv utility 1047 changing the IP address of Symposium Call Center Server 803 checklists installation 1050, 1063, 1069 pre-installation 1050, 1051 Windows 2000 Server installation 1080, 1081, 1090 Citrix and upgrades to Symposium Web Client 1118 Planning, Installation, and Administration Guide
Index
Citrix MetaFrame XP Server software installing 1113 CLAN network interface card on application server 1040 Class D Internet Protocol addresses 1127 Client Access Licensing 96, 330 client PC and Windows Server 2003 58 communication ports on 64 coresidency on 59 hardware requirements for 54 installation tasks on 1067, 1078 installing SOAP on 640 installing third-party controls on 645 installing third-party software on 636 modifying the HOSTS table on 1010 running multiple sessions on 1012 software requirements for 57 third-party controls required on 652 troubleshooting display problems on 1003 user privileges required on 649 client PCs backward compatibility of 58 ClientCtrls.msi file running from an SMS server 655 using 654 code signing certificates 639 communication ports on the application server and client PC 64 computer name Active Directory 108 changing in Windows 2000 Server 1016, 1083 changing in Windows Server 2003 1093 changing on the application server 1015 changing on Windows Server 2003 platform 1016 Configuration adding servers in 800 configuring resources in 806 downloading spreadsheets from 807 overview 19, 784, 798 spreadsheets 806 tasks in 798 using 814 configuration utility 81 configuring
1207
Index
application server to support multiple languages 190, 563 Internet Explorer 6.0 on client PC 163, 531 Real-Time Reporting 200, 574 the application server 197, 571 Contact Center Management adding agents in 838 adding supervisors in 839 adding users in 835 and access classes 874 and partitions 863 error messages in 1013 overview 18, 784, 818 problems with Select All feature 1037 cookies disabling 163, 165, 533 overriding 163, 166 using advanced settings for 163 coresidency 341, 342 and networking 344 coresidency, on client PC 59 coresident servers backing up and restoring data on 347, 974 hardware requirements for 49 Crystal Reports Viewer downloading 650 downloading files required by 651
D data preserving during uninstall 981 protecting 64 database Active Directory 112 default 361, 519 default printer setting up 211, 585 default values clicking during RSM configuration 81 default web site installing Symposium Web Client as 131, 142, 379, 409, 441, 483, 500 DefaultAppPool error message with 1007
1208
Standard 7.02
digital signatures 638 directory path changing for Agent Desktop Displays 664 Disk 522 display problems troubleshooting 1003 Distance Vector Multicast Routing Protocol 1130 DMS switch real-time statistics groups for 76 DNS and Symposium Web Client 116 full name 108 DNS server addresses 1086, 1094 and Symposium Call Center Server 1053 configuring 99, 339, 1033 registering application server name on 1009 domain controller and Active Directory 104, 105 setting the application server as 47 domain group policies 331 domain name Active Directory 108, 141 domain trees creating new 106 domains Windows 2000 Server installation 1087, 1095 downloading data to Configuration spreadsheets 813 DVMRP 1130
E EBF11113 driver updating 126, 355, 688 e-mail notification in Historical Reporting 208, 582 Emergency Help configuring on the application server 197, 206, 571, 580 overview 21, 785 event viewer log configuring on the application server 1024 Everyone group
Symposium Call Center Web Client
December 2006
Index
removing from the application server 235 exporting files from Historical Reporting 215, 589 scripts 227, 614
adding the application server name to 1010 manually updating 99, 339 modifying on the client PC 1010 sample 1011, 1034
F
I
File Allocation Table (FAT) partitions 64 filter sets importing from Symposium Call Center Server 902 limitations when importing 902 forest in Active Directory 108 forest of domain trees creating new 107
iceadmin user account changing password for 174, 547 deleting 953 resetting password for 1035 ICERTDTrace using to trace IP multicast data 1023 icons multicast and unicast in real-time displays 1026 IGMP 1129 IIS installing 96, 329 verifying installation of 1022 IIS 6.0 and SOAP 623 IIS 6.0 and the MSADC virtual directory 623 IIS anonymous account adding 537 IIS anonymous user account configuring file and folder permissions for 255 IIS Lockdown 242 and Symposium Web Client upgrades 243 and the MSADC virtual directory 244 and URLScan 243 installing 245 uninstalling 261 installation checklist 1063, 1069 failure 147, 384, 415, 447 skills required 35 TCP/IP 1086, 1094 Terminal Services 1085, 1098 time requirements 36 Windows 2000 components 1084, 1097 installing Active Directory 103 Active Directory Application Mode 362 Agent Desktop Displays 661
H hard disk space confirming amount available 144, 381, 412, 444, 486, 503, 521, 666
requirements 144, 381, 412, 444, 486, 503 hardware requirements for coresident servers 49 for the application server 40 for the client PC 54 high-level task flow 789 Historical Reporting and partitions 862, 867 and partitions and supervisor/reporting agents feature 892 configuring 208, 582 configuring on the application server 197, 208, 571, 582 e-mail notification in 208, 582 error messages in 1009 exporting files from 215, 589 overview 20, 785 problems with Select All feature 1037 host tables configuring 1034 configuring on the client PC 1011 HOSTS table 1033 Planning, Installation, and Administration Guide
1209
Index
IIS 96, 329 language packs 183, 556 new Symposium Web Client components 158, 456 SMTP 96, 329 Sybase Open Client 122, 351 Terminal Services 96, 329 Windows 2000 Server 92 installing Symposium Web Client complete 143, 380, 410, 442, 484, 501, 520 custom setup 143, 380, 410, 442, 484, 501, 520 overview 90, 324 Internet Assigned Numbers Authority 1128 Internet Engineering Task Force 1128 Internet Explorer 636 configuring version 6.0 on client PC 163, 531 font size in 1004 security settings 164, 532 selecting the language version in 153 troubleshooting 1003 upgrading on the application server 152 Internet Group Management Protocol 1129 Internet Information Services installing 96, 329 interval-to-date 76 in Agent Desktop Displays 229, 617 IP address changing of Symposium Call Center Server 803 for WINS 1087, 1095 IP addressing dynamic 1086, 1094 IP change utility 803 IP multicast addresses and mRcv.ini file 86 for sending on Symposium Call Center Server 78 receiving address on application server 198, 572 reserved 78 restrictions 1127 sending address on application server 198, 572 IP multicasting address 74
1210
Standard 7.02
implementing for Symposium Web Client 1135 overview 1122 requirements 1135 typing settings for in pre-installation checklist 1056 IP port numbers default 79 IP Receive address configuring on the application server 201, 575 IP Send address and networked Symposium Call Center Servers 201, 575 configuring on the application server 201, 575 IUSR_SWC account adding as anonymous account in IIS 537 resetting to reflect a new computer name 1017
K Key 17, 393, 424, 464, 495, 514 key code for Symposium Web Client 136, 374, 393, 424, 464, 495 key codes and case sensitivity 136, 370, 371, 374, 390, 421
L LAN/WAN impact of unicast on 62 multicast impact of application server on 60 language pack installing for Agent Desktop Displays 568 language packs installing 183, 556 installing for Agent Desktop Displays 194, 568 uninstalling 187, 560 viewing the version number of 187, 560, 716 viewing those installed on server 187, 560, 716 language version selecting in Internet Explorer 153 Symposium Call Center Web Client
December 2006
languages changing the Regional Settings for 189, 562 support for multiple 177, 550 languages supported in Symposium Configuration spreadsheets 811 license server activating for Terminal Services 226, 613 licensing Terminal Services 649 limitations, of importing filter sets 902 LMHOSTS table manually updating 99, 339 local security policy verifying settings for 646 locales.dat file 190, 563 localization 190, 563 and Symposium Web Client 177, 550
M M1 Data Extraction Tool overview 19 using to connect to the switch 56 mail server Smart Host name 209, 583 manually copying files 938 maximum agents for Agent Desktop Displays 229, 617 MCast 85 section in the mRcv.ini file 86 Meridian 1 real-time statistics groups for 76 Meridian 1 Data Extraction Tool spreadsheets for 809 Microsoft’s Compatibility List 45 minimum requirements Symposium Call Center Server 60 MOSPF protocol 1130 moving window 76 in Agent Desktop Displays 229, 617 mRcv application starting 87 mRcv.exe utility 85 and the mRcv.ini file 86 mRcv.ini file 85
Planning, Installation, and Administration Guide
Index
modifying 85 port numbers in 85 sample 86 MSADC folder and Agent Desktop Displays 669 setting permissions on 704 MSADC virtual directory 244, 252 and IIS 6.0 623 and IIS 6.0 in Windows Server 2003 623 and IIS Lockdown 244 multicast icons on real-time displays 1026 multicast addresses 1127 multicast data sending and receiving 1123 multicast group 1123 multicast host group 1123, 1126 members of 1127 permanent 1126 transient 1126 multicast hosts 1125 multicast protocols 1129 multicast rate 75, 80 activating modifications to 81, 82 activating new settings 81 and RSM 74 current transmission rate 82 default values 82 modifying 77 Multicast Receive utility 85 configuring 85 multicast routers 1124 multicast routing methods 1128 MulticastCtrl.exe 75, 76 multiple client sessions interference caused by 1012 multiple languages and coresident servers 346 changing the Regional Settings for 189, 562 multipoint communications and IP multicasting 1122 traditional 1122
1211
Index
N name conflicts while installing Active Directory 111 name resolution server configuring 1010, 1033 NCC server and coresidency 345 NetBIOS domain name of 111 network architecture overview 26 network architecture overview 26 network components of Symposium Web Client 22 networking setting up in Windows 2000 1085, 1098 new features in Symposium Web Client 28 No Supervisors Defined error message, troubleshooting 1013 NT File System (NTFS) partition 64 creating 92, 326
O OAM Timeout 203, 577 OSPF protocol 1130 Output Rate 80, 202, 576
P partition limits 863 partitions and Access and Partition Management 853 and Contact Center Management 863, 892 and Historical Reporting 862, 867 and Real-Time Reporting 863, 867 and your call center 869 assigning to users 855, 863 compared to the supervisor/reporting agents feature 865 creating 860 creating NTFS 92, 326 FAT 64 1212
Standard 7.02
NTFS 64 on the application server 1081, 1090 overview 869 properties of 861 partitions and supervisor/reporting agents feature and Historical Reporting 892 partitions and the supervisor/reporting agents feature and Real-Time Reporting 886 password and Scripting 225 changing default when logging on to Symposium Web Client 793 for Directory Services on application server 115 Patch Viewer utility about 720, 764 elements of 721, 765 launching 720, 765 patches applying to coresident servers 347 pcAnywhere 990 and remote support 1068, 1079 configuring 995 installing 991 starting 1002 starting for first time 994 performance tips for optimum 928 Performance Enhancement Packages (PEPs) downloading latest 1067, 1078 performance requirements for the application server 60 permissions Active Directory 114 PIM protocol 1130 platform migration restarting the application server after 94 port numbers 86 for real-time statistics multicast 74 in Symposium Web Client 65 in the mRcv.ini file 85 PortLdap.vbs error received on 1014 Power User privileges 649
Symposium Call Center Web Client
December 2006
pre-installation worksheet 1051 printer adding network when connected to other print server 213, 587 adding network with own IP address 211, 585 configuring for Scripting 226, 614 setting up default 211, 585 Protocol Independent Multicast 1130
R rapid fail protection disabling in IIS 1008 real-time displays blank 1026 multicast and unicast icons on 1026 Real-Time Reporting and IP multicast 1123 and partitions 863, 867 and partitions and the supervisor/reporting agents feature 886, 889 and RSM 74 configuration overview 198, 572 configuring 200, 574 configuring on the application server 197, 571 overview 20, 785 real-time statistics collection activating or deactivating 75 interval-to-date 76 moving window 76 real-time statistics groups for the DMS switch 76 for the Meridian 1 switch 76 Real-time Statistics Multicast configuring on Symposium Call Center Server 1063, 1070 modifying settings 75 overview 74 testing the service 85 receiving multicast data 1125 recovery, from hardware failure 942 refresh rate for Agent Desktop Displays 229, 617
Planning, Installation, and Administration Guide
Index
Regional Settings changing for multi-language support 189, 562 Registry Values clicking during RSM configuration 81 reinstalling Symposium Web Client in Windows Server 2003, problems with 1014 Symposium Web Client on Windows Server 2003 461, 493 Remote Data Service and Symposium Web Client 4.5 660, 702 and Symposium Web Client 4.5 (Windows Server 2003) 753 reenabling on the application server 279 remote support from Nortel Networks 1068, 1079 replication and Active Directory Application Mode 362 and Symposium Web Client 93 first time 364, 421 Symposium Web Client data not replicated 93, 365 Symposium Web Client data replicated 93 used to migrate Active Directory data 956 report groups creating custom 857 custom 857 standard 857 requirements for Symposium Call Center Server 60 Resource Reservation Protocol 1130 resources configuring in Configuration 806 restoring data in Windows 2000 Server 943 data on a coresident server 347, 974 Symposium Web Client data 941 Symposium Web Client data files 946 reverting back to a previous version of Symposium Web Client 947 roaming profiles using in a Terminal Services/Citrix environment 1116 routers multicast 1124
1213
Index
routing methods multicast 1128 spanning tree 1129 RSM activating new multicast rate settings 81 configuring on Symposium Call Center Server 1063, 1070 multicast rates 74 overview 74 port numbers 74 restoring original values after a change 81 RSM configuration and Symposium Call Center Server 75 default values 81 multicast rate 75 Registry Values 81 RSM settings activating modifications to 81, 83 modifying 77 RSMConfg.exe 75, 77 RSVP protocol 1130 RTD Multicast Configuration Utility 75 RTD Multicast Configuration window 77 RTD Multicast Controller Utility 75
S Safe for Scripting 640 scheduling backups 940 Scripting application threshold classes in 20 configuring on the application server 197, 217, 571, 591 configuring the default printer for 226, 614 installing True DBGrid Pro 649 license requirements 649 overview 20, 784 password for 225 scripts exporting 227, 614 SDP service 82, 83 stopping and starting 81 troubleshooting 83, 84 security
1214
Standard 7.02
in Symposium Web Client 138, 375, 406, 438, 480, 497 Select All problems with in Historical Reporting and Contact Center Management 1037 selection criteria and Historical Reporting 868 and partitions 868 sending IP multicast data 1123 serial 514 serial number for Symposium Web Client 136, 374, 393, 424, 464, 495 server performance tips for optimum 928 servers adding in Configuration 800 and access classes 874 Service Update Supplements about 719, 764 Service Updates about 719, 764 downloading latest 1067, 1078 uninstalling 735, 780 setup custom 143, 380, 410, 442, 484, 501, 520 order during installation 1050 Terminal Services 1085, 1098 Windows 2000 components 1084, 1097 shared folders creating on the application server 1088, 1098 Simple Mail Transfer Protocol installing 96, 329 Simple Object Access Protocol. See SOAP Smart Host name 209, 583 SMTP 1084 installing 96, 329 SMTP server configuring 209, 583 verifying it is installed 208, 582 SOAP 636, 640 installing on client PC 640 manually installing on client PCs 758 troubleshooting errors 1043, 1046 software requirements
Symposium Call Center Web Client
December 2006
Index
for the application server 46 for the client PC 57 spanning tree routing method 1129 spreadsheet used for estimating CLAN/WAN impact 63 spreadsheets downloading data to 813 downloading from Configuration 807 for the Meridian 1 Data Extraction Tool 809 in Configuration 798, 806 overview 810 problems uploading data from 1025 using for configuring resources 809 using to upload data to Symposium Call Center Server 811 stand-alone web site and default web site 1166 Statistical Data Propagator stopping and starting 81 supervisor access defining typical 877 supervisor/reporting agents feature about 883 and Contact Center Management 892 and Symposium Web Client components 888 assigning to Web Client users 885 compared to partitions 865 supervisor/reporting agents feature and partitions and Historical Reporting 892 and Real-Time Reporting 889 supervisor/reporting agents matrix 1170 supervisors adding in Contact Center Management 839 and associated supervisors 886 supervisors and associated supervisors 886 switches supported by Symposium Web Client 27 Sybase Open Client installing 122, 351 uninstalling 986 updating driver for 126, 355, 688 upgrading 685 upgrading to v.12.5 122, 351, 683 verifying version installed 122, 352 Symposium Call Center Server
activating modified RSM settings on 83 and filter sets 902 and platform migrations 94 and Symposium Web Client 22 changing IP address of 803 communication problems with 1023 installation tasks on 1063, 1070 requirements 60 RSM configuration on 75 Symposium Call Center Server errors 1040 Symposium Call Center Server users 19, 21, 884 managing 818 Symposium Configuration spreadsheets language support in 811 problems downloading due to URLScan 806, 808 viewing the version number of 810 Symposium Web Client about 18 access restrictions 138, 375, 406, 438, 480 and IP multicasting 1135 and support for multiple languages 177, 550 choosing web site types when installing 141, 378, 408, 440, 482, 500,
Planning, Installation, and Administration Guide
1215
518
components of 18, 784 disk space requirements 144, 381, 412, 444, 486, 503
installation overview 130, 360 logging on for first time 792 name of application server 109 network components of 22 optional components when installing 143, 380, 411, 443, 485, 502, 520
port numbers in 65 reinstalling on Windows Server 2003 461, 493 repairing if damaged 155, 453 reverting back to a previous version of 947 switches supported by 27 uninstalling 979, 980 Symposium Web Client data restoring 941 restoring data in Windows 2000 Server 943
Index
Symposium Web Client data files backing up 937 restoring 946 Symposium Web Client sessions running multiple on client PC 1012 Symposium Web Client users 1140 system requirements 39 System State data backing up 937 Systems Management Server and third-party controls 645, 654
T TCP/IP setup 1086, 1094 TCP/UDP port numbers about 64 Terminal Services activating the license server 226, 613 Active X Control required on client PCs 636 and Scripting 649 configuring in Windows Server 2003 593 configuring the user account in Active Directory 218 Install Mode 134, 184, 713, 1032 installing 96, 329 licensing 226, 613, 649 permissions 1085, 1098 switching to Install Mode 124, 155, 158, 686 Terminal Services License Server and communication with Terminal Services 47 Terminal Services Licensing 96, 329 testing the RSM service 85 TFE problems starting on Symposium Call Center Server 1040 third-party controls installing on a client PC 645 problems downloading 1012 required on the client PC 652 viewing the list of installed 654 third-party software
1216
Standard 7.02
and Symposium Web Client installation failure 147, 384, 415, 447 installing on client PCs 636 threshold colors for Agent Desktop Displays 230, 618 Time To Live 75 time to live multicast value for your network 79 tips for optimum server performance 928 tombstone lifetime 942 Transform Rate 80, 202, 576 troubleshooting Contact Center Management 1013 Historical Reporting 1009 problems upgrading Agent Desktop Displays 1012 True DBGrid Pro 648 installing for Scripting 649 Trusted Sites Zone 640 TsInternetUser account disabling 320 TTL 75 tunneling multicast within unicast 1130
U unicast icons on real-time displays 1026 impact of on the LAN/WAN 62 unicast sending and IP multicast sending 1123 uninstalling Active Directory 984 Active Directory Application Mode 363 IIS Lockdown 261 language packs 187, 560 Sybase Open Client 986 Symposium Web Client 979 Symposium Web Client components 977 the XML automated assignments feature 985 UNIX server setting up as a print server 213, 587 upgrading
Symposium Call Center Web Client
December 2006
Agent Desktop Displays 661 Sybase Open Client 122, 351, 683, 685 the XML automated assignments feature 699, 751 uploading data problems with 1025 using Configuration spreadsheets 811 URLScan 243 and the Symposium Configuration spreadsheets 806, 808 and Windows Server 2003 622 installing 245 installing in Windows Server 2003 624 urlscan.ini file, editing 259 urlscan.ini file, editing in Windows Server 2003 626 user name modifying 882 users adding Symposium Call Center Server 835 adding Web Client 881 different types of in Symposium Web Client 884 in Symposium Web Client 28 Symposium Call Center Server 19, 21, 884 Web Client 19, 21, 884 Windows 2000 21
V VeriSign 640 Veritas Backup Exec 9.1 tool 937, 965 version number viewing in the Symposium Configuration spreadsheets 810 virtual directory definition 1166 installing Symposium Web Client as 142, 379, 409, 441, 483, 500, 519 setting Symposium Web Client up as 1167 versus web site type 1166 virtual networks and IP multicasting 1124 virus scan software and Symposium Web Client 45
Planning, Installation, and Administration Guide
Index
W Web Client password 826 user ID 826 Web Client user ID 839 Web Client users 19, 21, 884 adding in Access and Partition Management 881 web site types definition 1166 in Symposium Web Client 141, 378, 408, 440, 482, 500 versus virtual directories 1166 web sites for downloading Service Updates and Product Enhancement Packages 1078 webadmin 794, 882 and Configuration component 798 and Configuration spreadsheets 806 Windows 2000 Server installation checklist 97, 98, 337, 1080 installing 92 installing and configuring 95, 328 installing on the application server 1064, 1072 networking 1085, 1098 requirements 95, 328 Windows 2000 Server installation and DNS server addresses 1086, 1094 components 1084, 1097 domains 1087, 1095 IP addressing 1086, 1094 Windows 2000 Service Pack 3 upgrading to 1088 Windows 2000 users 21 Windows Backup Tool using to back up data 939 Windows Installer 2.0, installing 640 Windows Server 2003 and client PCs 58 and Terminal Services 305, 593 configuring Terminal Services in 593 requirements 329 WINS IP address for 1087, 1095 worksheet
1217
Index
Standard 7.02
pre-installation 1051
X XML automated assignments feature installing 151, 389, 419, 451 uninstalling 985 upgrading 699, 751 XML files sample files 842
1218
Symposium Call Center Web Client
Reader Response Form Symposium Web Client Product release 4.5/SU05 Planning, Installation, and Administration Guide
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Symposium Call Center Web Client Planning, Installation, and Administration Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2006 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Symposium Web Client is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Publication number: Product release: Document release: Date:
297-2183-117 4.5 Standard 7.02 December 2006
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Symposium Call Center Web Client Planning, Installation, and Administration Guide Product release 4.5/SU05
Standard 7.02
December 2006
Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide
Publication number: Product release: Document release: Date:
297-2183-117 4.5 Standard 7.02 December 2006
Copyright © 2006 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Symposium Web Client is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks. *Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Optivity, Succession, and Symposium are trademarks of Nortel Networks. SPORTSTER and US ROBOTICS are trademarks of 3Com Corporation. CITRIX, METAFRAME, and METAFRAME XP are trademarks of Citrix Systems, Inc. TRUE DBGRID is a trademark of ComponentOne, L.L.C. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. HEWLETT PACKARD and HP are trademarks of Hewlett-Packard Company. CELERON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MS-DOS, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation. WINZIP is a trademark of Nico Mak Computing, Inc. OLECTRA is a trademark of Sitraka Inc. SYBASE is a trademark of Sybase, Inc. PCANYWHERE is a trademark of Symantec Corporation. VERISIGN is a trademark of VeriSign, Inc. VERITAS is a trademark of Veritas Operating Corporation.
Revision history December 2006
The Standard 7.02 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released.
December 2006
The Standard 7.01 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released. This version includes the addition of a caution note in The Maintaining Symposium Web Client chapter indicating that you cannot manually copy ADAM files.
August 2006
The Standard 7.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released. This version includes updates related to support for a Windows Server 2003 Release 2 operating system.
May 2006
The Standard 6.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released. This version includes a fix for a change request to clarify that the fully qualified domain name cannot be used to define or configure a site.
March 2006
The Standard 5.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released. This version includes updates to Chapter 4 about installing Microsoft hotfixes on Windows 2003 without SP1, updates to Chapter 5 about configuring Internet Explorer and downloading controls to the client PC, and fixes to other change requests.
November 2004
The Standard 4.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5/SU05, is released.
Planning, Installation, and Administration Guide
v
Revision history
April 2004
vi
Standard 7.02
The Standard 3.0 version of the Nortel Networks Symposium Call Center Web Client Planning, Installation, and Administration Guide, Release 4.5, is released.
Symposium Call Center Web Client
Contents 1
Getting started
13
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The network components of Symposium Web Client . . . . . . . . . . . . . . . . . . New features in Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . System requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitions and communication ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . Symposium Web Client and Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . Symposium Web Client and the Symposium Call Center Server client. . . . .
2
Preparing Symposium Call Center Server
14 18 22 28 35 37 39 64 68 70
73
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Modifying Real-time Statistics Multicast settings . . . . . . . . . . . . . . . . . . . . . 75 Testing the Real-time Statistics Multicast service . . . . . . . . . . . . . . . . . . . . . 85
3
Installing and configuring application server software (Windows 2000 Server)
89
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 Section A: Windows 2000 Server guidelines Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Symposium Web Client and replication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows 2000 Server/Advanced Server installation and configuration . . . . Applying security patches to the application server . . . . . . . . . . . . . . . . . . . . Section B: Installing additional software on the server Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Microsoft Active Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Sybase Open Client on the application server . . . . . . . . . . . . . . .
91 92 93 95 98
101 102 103 122
Section C: Installing the Symposium Web Client server 129 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Installing Symposium Web Client (Windows 2000 Server) . . . . . . . . . . . . 132
Planning, Installation, and Administration Guide
vii
Contents
Standard 7.02
Installing or repairing individual Symposium Web Client components. . . . 155 Section D: Configuring the server (Windows 2000 Server) 161 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Changing the iceadmin user account password . . . . . . . . . . . . . . . . . . . . . . 174 Configuring multiple language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177 Configuring multiple language support in Agent Desktop Displays . . . . . . 192 Configuring Symposium Web Client components . . . . . . . . . . . . . . . . . . . . 197 Configuring Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198 Configuring Emergency Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 Configuring Historical Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208 Configuring Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217 Configuring Agent Desktop Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228 Section E: Security and the server (Windows 2000 Server) 231 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232 Removing the Everyone group from the application server . . . . . . . . . . . . . 234 Installing, configuring, and uninstalling IIS Lockdown and URLScan . . . . 241 Changing the default anonymous Internet Guest account . . . . . . . . . . . . . . 283 Disabling the parent path in IIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297 Enabling Secure Sockets Layer on the application server . . . . . . . . . . . . . . 300 Configuring Terminal Services in a secure environment . . . . . . . . . . . . . . . 305
4
Installing and configuring application server software (Windows Server 2003) 323 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324 Section A: Windows Server 2003 guidelines Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows Server 2003 installation and configuration. . . . . . . . . . . . . . . . . . Applying security patches to the application server . . . . . . . . . . . . . . . . . . .
325 326 328 337
Section B: Coresidency in Symposium Web Client 341 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342 Section C: Installing additional software on the server 349 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350 Installing Sybase Open Client on the application server . . . . . . . . . . . . . . . 351 Section D: Installing Symposium Web Client on the server Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Active Directory Application Mode . . . . . . . . . . . . . . . . . . . . . . . . . Installing Symposium Web Client (Windows Server 2003) . . . . . . . . . . . . viii
359 360 362 370
Symposium Call Center Web Client
December 2006
Contents
Installing or repairing individual Symposium Web Client components. . . . 453 Section E: Reinstalling Symposium Web Client (Windows Server 2003) 459 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460 Scenarios for reinstalling Symposium Web Client (Windows Server 2003) 461 Section F: Configuring the server (Windows Server 2003) 529 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530 Configuring Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531 Adding the IUSR_SWC account as the anonymous user account for IIS . . 537 Changing the iceadmin user account password . . . . . . . . . . . . . . . . . . . . . . 547 Configuring multiple language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550 Configuring multiple language support in Agent Desktop Displays . . . . . . 565 Configuring Symposium Web Client components . . . . . . . . . . . . . . . . . . . . 571 Configuring Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572 Configuring Emergency Help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580 Configuring Historical Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 582 Configuring Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 591 Configuring Agent Desktop Displays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616 Section G: Security and the server (Windows Server 2003) 619 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620 Installing, configuring, and uninstalling URLScan . . . . . . . . . . . . . . . . . . . 622 Enabling Secure Sockets Layer on the application server . . . . . . . . . . . . . . 629
5
Installing and configuring client software
635
Installing third-party software on a client. . . . . . . . . . . . . . . . . . . . . . . . . . . 636 Installing and configuring Agent Desktop Displays on a client PC . . . . . . . 658
6
Upgrading Symposium Web Client (Windows 2000)
675
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Pre-upgrade checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Upgrading the Agent Desktop Displays client software. . . . . . . . . . . . . . . . Applying the latest Service Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Upgrading Symposium Web Client (Windows 2003)
676 677 680 701 717
737
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738 Pre-upgrade checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 740 Upgrading Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742 Planning, Installation, and Administration Guide
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Upgrading the Agent Desktop Displays client software. . . . . . . . . . . . . . . . 753 Applying the latest Service Update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 762
8
Using Symposium Web Client
783
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784 Section A: Getting started with Symposium Web Client Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . High-level task flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Starting Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
787 788 789 792
Section B: Configuration 797 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 798 Adding and configuring call center servers . . . . . . . . . . . . . . . . . . . . . . . . . 800 Configuring resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 806 Section C: Contact Center Management 817 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 818 Working in supervisor view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 820 Working in agent view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 824 Working in skillset view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 829 Working in assignments view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 832 Adding Symposium Call Center Server users . . . . . . . . . . . . . . . . . . . . . . . 835 Using the XML automated assignments feature. . . . . . . . . . . . . . . . . . . . . . 841 Section D: Access and Partition Management 851 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 852 Creating report groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 857 Creating partitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 860 Creating access classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 872 Adding and configuring users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881 Supervisor/reporting agents feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 883 Section E: Historical Reporting 901 Importing filter sets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902 Section F: Audit Trail 907 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 908 Monitored resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 910 Section G: Scripting 913 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 914 Viewing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 915 Creating and editing scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 916
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Validating your script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Displaying script variables and parameters . . . . . . . . . . . . . . . . . . . . . . . . . Viewing, editing, and assigning application threshold classes. . . . . . . . . . . Working with sample scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checking variables for referencing scripts . . . . . . . . . . . . . . . . . . . . . . . . . .
918 919 921 923 925
Section H: Tips for optimum server performance 927 Tips for optimum server performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
9
Maintaining Symposium Web Client
931
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 932
10
Section A: Backing up and restoring data in Windows 2000 Backing up Symposium Web Client data in Windows 2000 Server . . . . . . Restoring Symposium Web Client data in Windows 2000 Server. . . . . . . . Replication considerations in Windows 2000 Server . . . . . . . . . . . . . . . . . .
935 936 941 956
Section B: Backing up and restoring data in Windows 2003 Backing up Symposium Web Client data in Windows Server 2003 . . . . . . Restoring Symposium Web Client data in Windows Server 2003. . . . . . . . Backing up and restoring data on a coresident server . . . . . . . . . . . . . . . . .
959 960 968 974
Section C: Uninstalling application server software Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling a Symposium Web Client component . . . . . . . . . . . . . . . . . . . Uninstalling Symposium Web Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling Active Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling the XML automated assignments feature. . . . . . . . . . . . . . . . . Uninstalling Sybase Open Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
975 976 977 979 984 985 986
Troubleshooting
989
Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 990 Client PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1003 Application server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1014 Symposium Call Center Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1040 Simple Object Access Protocol errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1043
A
Installation worksheets and checklists
1049
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1050 Pre-installation worksheet. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1051 Installation checklist for Windows 2000 Server/Advanced Server . . . . . . 1063
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Installation checklist for Windows Server 2003. . . . . . . . . . . . . . . . . . . . . 1069 Windows 2000 Server/Advanced Server installation checklist . . . . . . . . . 1080 Windows Server 2003 installation checklist. . . . . . . . . . . . . . . . . . . . . . . . 1089
B
Symposium Web Client in a Citrix environment
1103
Symposium Web Client and Citrix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1104 Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1106 Symposium Web Client and Citrix installation checklist. . . . . . . . . . . . . . 1107
C
IP Multicast Networking
1121
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122 Multicast sending and receiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1123 Implementing IP multicasting for Symposium Web Client . . . . . . . . . . . . 1135
D
Access and Partition Management overview
1139
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1140 Example of configuring users in a non-bureau call center . . . . . . . . . . . . . 1144 Example of configuring users in a bureau call center. . . . . . . . . . . . . . . . . 1155
E
Controls required on the client PC
1159
Third-party controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1160
F
Web site types
1165
Determining your web site type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1166
G
Supervisor/reporting agents matrix
1169
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Historical Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
xii
1170 1171 1177 1180
Glossary
1183
Index
1205
Symposium Call Center Web Client
Chapter 1
Getting started In this chapter Overview
14
About Symposium Web Client
18
The network components of Symposium Web Client
22
New features in Symposium Web Client
28
Skills you need
35
Related documents
37
System requirements
39
Disk partitions and communication ports
64
Symposium Web Client and Crystal Reports
68
Symposium Web Client and the Symposium Call Center Server client
70
Planning, Installation, and Administration Guide
13
Getting started
Standard 7.02
Overview Introduction The Symposium Call Center Web Client Planning, Installation, and Administration Guide provides step-by-step instructions for the procedures you must perform to complete the installation and administration of Symposium Web Client. For tips on installing the Symposium Web Client and operating system software, see Appendix A, “Installation worksheets and checklists.” These checklists include tips on installing the following third-party software on the Symposium Web Client application server:
Windows Server 2003 Enterprise or Standard Edition Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended) with Terminal Services Internet Information Services (IIS),
Notes:
14
As Service Packs for Windows 2000 become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements. Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs: Active Directory Services Distributed File System Management and Monitoring Tools Microsoft .NET Framework 2.0 Beta 2 Other Network File and Print Services Subsystem for UNIX-based Symposium Call Center Web Client
December 2006
Getting started
Windows Share Point Services If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2.
The installation and configuration chapters of this guide are organized by operating system. Choose the chapter according to the operating system that you have installed on the application server. Windows 2000 Server/Advanced Server instructions If you have installed Windows 2000 Server/Advanced Server on the application server, then see Chapter 3, “Installing and configuring application server software (Windows 2000 Server),” for details on installing and configuring the following software:
installing Microsoft Active Directory and Sybase Open Client
installing Symposium Web Client on the application server
configuring Internet Explorer on the application server (if used as a client)
configuring multiple language support
configuring all Symposium Web Client components
configuring the application server for maximum security
Windows Server 2003 Enterprise or Standard Edition instructions If you have installed Windows Server 2003 Enterprise or Standard Edition on the application server, then see Chapter 4, “Installing and configuring application server software (Windows Server 2003),” for details on installing the following software:
installing Sybase Open Client installing Symposium Web Client with Active Directory Application Mode (ADAM) on the application server for the first time reinstalling Symposium Web Client with Active Directory Application Mode (ADAM) on the application server configuring Internet Explorer on the application server (if used as a client)
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Getting started
Standard 7.02
configuring multiple language support
configuring all Symposium Web Client components
configuring the application server for maximum security
Notes:
If you are installing Windows Server 2003 Release 2 on the application server, do not install CD 2 of the installation CDs. When you are prompted to install CD 2, click Cancel and then click OK. The Symposium Web Client installation includes some Crystal Reports 9.0 components that are required for running reports. The installation does not include the full, report-writing version of Crystal Reports. For more information, see “Symposium Web Client and Crystal Reports” on page 68.
Client PC instructions For details on installing software on the client PCs, see Chapter 5, “Installing and configuring client software.” This chapter includes the procedure for installing and configuring the following software:
16
Internet Explorer
Agent Desktop Displays client
Symposium Call Center Web Client
December 2006
Getting started
Who should read this guide This guide is intended for
Nortel Networks installers and distributors who are responsible for installing Symposium Web Client administrators who are responsible for monitoring and maintaining the application server
Access rights This guide assumes that you have the privileges and access rights required to perform the procedures in this guide. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows user called iceadmin and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the iceadmin user account in Windows. If you delete this user account, you will not be able to log on to Symposium Web Client either as webadmin or as any other user.
Key codes Nortel Networks supplies a special code called a key code that you need to enter during the installation. This key code gives you access to all of the Symposium Web Client components.
Planning, Installation, and Administration Guide
17
Getting started
Standard 7.02
About Symposium Web Client What is Symposium Web Client? Symposium Web Client is a browser-based tool for call center administrators and supervisors. You can use Symposium Web Client to manage and configure a call center and its users, define access to data, and view real-time and historical reports. Symposium Web Client provides these functions with the following components:
Contact Center Management
Access and Partition Management
Configuration
Scripting
Real-Time Reporting
Historical Reporting
Emergency Help
Audit Trail
Agent Desktop Displays
Symposium Web Client components Contact Center Management Use Contact Center Management to add, edit, view, or delete
users (agents, supervisors, or supervisor/agents) on a server in Symposium Call Center Server
agent to supervisor assignments
agent to skillset assignments
Access and Partition Management Use Access and Partition Management to add, edit, view, or delete
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Symposium Call Center Web Client
December 2006
Getting started
Symposium Web Client users
partitions
access classes
report groups for Historical Reporting
basic access rights to different Symposium Web Client components
You also use this component to assign access classes, partitions, and supervisor/ reporting agent combinations to Web Client users. When you add a user in Access and Partition Management, you add a Web Client user. Web Client users can log on to the application server and use the Symposium Web Client components to which they have been given access. To add a user (agent, supervisor, or supervisor/agent) to Symposium Call Center Server, you must use the Contact Center Management component, or use the spreadsheet in the Configuration component. Note: Some Symposium Call Center Server users (supervisors and supervisor/ agents) may also be Web Client users and be given a Web Client user ID and password to access the application server; however, many Symposium Call Center Server users will never use Symposium Web Client. Configuration The Configuration component assists you in configuring and administering Symposium Call Center Server. You can also download a preformatted Excel spreadsheet from the Configuration component to upload and download Symposium Call Center Server configuration and user information. Notes:
You can use the M1 Data Extraction Tool to extract configuration data from the M1, and then upload that data to Symposium Call Center Server by using Symposium Web Client’s Configuration spreadsheets. For more information, refer to the Symposium Call Center Web Client Data Extraction Tool User’s Guide for the Meridian 1. The M1 Data Extraction Tool is intended for use with the M1 switch only; it may not support the Meridian 1 Internet Enabled switch. If you are on site configuring a customer’s call center, you can upload your Symposium Configuration spreadsheets using the Configuration component of the customer’s Symposium Web Client application.
Planning, Installation, and Administration Guide
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Getting started
Standard 7.02
Scripting Symposium Call Center Server uses scripts to route calls. With the Scripting component, you can create and modify call routing instructions for your call center using the following components:
a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference
You can also apply thresholds to your applications, and edit application threshold classes using the Scripting component. The Scripting component also includes a validation tool that checks your scripts for errors before they run. Real-Time Reporting Use the Real-Time Reporting component to view the dynamics of call activity. Real-time displays are available for both networked and single sites. The following standard Real-Time Reporting displays are available in Symposium Web Client:
six nodal real-time displays for single Symposium Call Center Server sites three network-consolidated real-time displays for a network of Symposium Call Center Server sites
Historical Reporting Use Historical Reporting to gather information about the past performance of the call center. You can generate two types of historical reports:
20
Summarized historical reports contain totals for information gathered during a specific interval of time (for example, daily totals or weekly totals). Event/detail reports are detailed reports for specific events that have occurred in the call center (for example, an Agent Activity report).
Symposium Call Center Web Client
December 2006
Getting started
Emergency Help When a supervisor opens the Emergency Help panel, the system notifies the supervisor automatically whenever an agent presses the Emergency key on his or her phoneset. Agents can press the Emergency key when they require assistance from the supervisor (for example, if the caller is abusive). The Emergency Help panel shows information about the agent, including the agent’s name, location, and time when the Emergency key was pressed. Audit Trail Audit Trail records the actions performed in the Configuration component, and identifies the user ID of the person who made the changes. Symposium Agent Desktop Displays Symposium Agent Desktop Displays provides real-time skillset monitoring to agents. Agent Desktop Displays must be configured on the application server, and on client PCs that use the tool.
User types in Symposium Web Client It is important to understand the difference between the Symposium Web Client user and the Symposium Call Center Server user. You create each user in different Symposium Web Client components. User type
User definition
Created in
Symposium Call Center Server user
agents, supervisors, supervisor/agents
Contact Center Management or Configuration
Web Client user
anyone who logs on to Access and Partition the application server and Management monitors the performance and activities of Symposium Call Center Server
Windows 2000/ Windows Server 2003 user
administrators
Planning, Installation, and Administration Guide
Windows 2000 or Windows Server 2003 21
Getting started
Standard 7.02
The network components of Symposium Web Client Introduction Symposium Web Client uses a three-tiered Internet-based architecture with functionality distributed among various components. The major components of Symposium Web Client include the following: Symposium Web Client client PCs—Employ a web-based browser to interface with the application server. They are used to administer the server and to monitor call center performance. Symposium Web Client application server—The middle layer that communicates with Symposium Call Center Server and makes information available to the client PCs. Symposium Call Center Server—Responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases. Note: In Symposium Web Client 4.5 SU04 or later (when installed on a Windows Server 2003 platform), the client PC, application server, and Symposium Call Center Server can all be coresident on the same server PC. For more information about coresidency, see Section B: “Coresidency in Symposium Web Client” on page 341.
Network considerations This section outlines some considerations you must make when running Symposium Web Client in either of the following network configurations:
22
single node Symposium Call Center Server In this configuration, each application server is paired with a single server in Symposium Call Center Server. multiple servers in Symposium Call Center Server In this configuration, each application server can be configured to manage multiple servers in Symposium Call Center Server simultaneously. Symposium Call Center Web Client
December 2006
Getting started
Single node Symposium Call Center Server Typically, in a single node environment, one Symposium Web Client application server is paired with the server in Symposium Call Center Server; however, more than one application server can be paired with the server in Symposium Call Center Server (you may want to implement more than one application server for load balancing, redundancy, and so on). If more than one application server is used, each application server must be configured as a standalone application server (for example, different send multicast IP addresses). Each Symposium Web Client application server acts as the consolidation point for real-time data from its paired server in Symposium Call Center Server. Multiple application servers can share the same user data (user preferences) by using Active Directory replication. For details on replication and the limitations on data sharing, see “Symposium Web Client and replication” on page 93. The diagram on the following page depicts this type of configuration:
Planning, Installation, and Administration Guide
23
Getting started
Standard 7.02
Single node Symposium Call Center Server
Considerations and decision criteria Note the following when deciding whether to configure Symposium Web Client in a single node environment:
24
Engineering, capacity, and load balancing If you have a large number of Symposium Web Client or Agent Desktop Displays users in your environment, the engineering calculations may indicate performance limitations or very high application server specifications. In this case, you may be able to overcome these limitations by sharing the load across multiple application servers, with different users accessing different application servers in the network. For more information, see the Symposium Call Center Server Planning and Engineering Guide. Redundancy In mission-critical or 24-hour call centers, a multipleapplication server configuration may provide redundancy or backup for the application servers. Symposium Call Center Web Client
December 2006
Getting started
Multiple servers in Symposium Call Center Server (Symposium Call Center Server network or independent sites) Each application server can be configured to manage multiple servers in Symposium Call Center Server simultaneously. This capability provides you with a unified view of multiple sites or locations, enabling you to manage multiple call centers with a single management tool—Symposium Web Client. One Symposium Web Client application server can be paired with each server in Symposium Call Center Server, or one Symposium Web Client application server can be used across the entire network of servers in Symposium Call Center Server. If you have multiple servers in your Symposium Call Center Server network, you may want to consider implementing a second Symposium Web Client application server for better response times. Multiple application servers can share the same user data (user preferences) by using Active Directory replication. For details on replication and the limitations on data sharing, see “Symposium Web Client and replication” on page 93. Note: When you have the networking feature enabled, and one Symposium Call Center Server is coresident with the Symposium Web Client application server, then you can only use this Symposium Web Client application server to administer the Symposium server with which it resides. You cannot use this coresident application server to administer other Symposium servers in your network. If you have another Symposium Web Client application server in your network, Nortel Networks recommends that you do not use it to administer a coresident Symposium server that is installed on a separate server. However, if it is necessary to do so, then you must be aware of the implications of such a configuration. For more information, see “Networking and coresidency” on page 344. The diagram on the following page depicts this type of configuration:
Planning, Installation, and Administration Guide
25
Getting started
Standard 7.02
Multiple servers in Symposium Call Center Server
Considerations and decision criteria Note the following when deciding whether to configure Symposium Web Client in a multiple node environment:
26
Engineering, capacity, and load balancing If you have a large number of Symposium Web Client or Agent Desktop Displays users in your environment, the engineering calculations may indicate performance limitations or very high application server specifications. In this case, you may be able to overcome these limitations by sharing the load across multiple application servers, with different users accessing different application servers in the network. For more information, see the Symposium Call Center Server Planning and Engineering Guide. Redundancy In mission-critical or 24-hour call centers, a multipleapplication server configuration may provide redundancy or backup for the application servers. Physical proximity of an application server at each of the sites may also help WAN fault tolerance. Network traffic/network latency A distributed multiple application server configuration may help reduce WAN traffic and provide faster Symposium Call Center Web Client
December 2006
Getting started
response times to Symposium Web Client users at other sites. For more information, see the section on network engineering guidelines in the Symposium Call Center Server Planning and Engineering Guide.
Switches supported by Symposium Web Client Symposium Web Client supports any switches that are supported by Symposium Call Center Server. These switches vary based on the version of Symposium Call Center Server. For details on the compatibility of Symposium Web Client and different versions of Symposium Call Center Server, see “Symposium Call Center Server requirements” on page 60. For details on the switches supported by Symposium Call Center Server, see the Symposium Call Center Server Symposium, M1/Succession 1000, and Voice Processing Guide.
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Standard 7.02
New features in Symposium Web Client Introduction Symposium Web Client offers a web browser interface that enables call center supervisors and administrators to configure and manage their call center. This section gives a brief overview of the new features that are offered in this release of the software. For more detailed descriptions of each feature, see the applicable section in this guide, or consult the online Help. Note: The new features described here are those within the components that call center administrators typically use: Configuration, Access and Partition Management, and Scripting. This guide also includes a section on the filter sets importing utility, which is part of the Historical Reporting component. For details on new features in the other Symposium Web Client components, see the Symposium Call Center Web Client Supervisor’s Guide.
New features Symposium Web Client functionality and installation The following feature is new in Symposium Web Client’s overall functionality and installation procedure:
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iceadmin password change Symposium Web Client employs a user account called iceadmin to access system resources with administrator privileges on the application server. The system creates this user account when you install Symposium Web Client, and now prompts you to enter a custom password for the account during the installation (or upgrade) process. In addition to being able to specify your own password for this account, you can now change the password at any time without affecting Symposium Web Client functionality. Symposium Web Client and Citrix You can now access Symposium Web Client and Agent Desktop Displays through either a Terminal Services or Citrix MetaFrame XPe environment. For details, see Appendix B, “Symposium Web Client in a Citrix environment.” Support for Windows Server 2003 Enterprise or Standard Edition You now have the option of installing Windows Server 2003 Enterprise or Symposium Call Center Web Client
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Standard Edition as the operating system on the Symposium Web Client application server. If you install this operating system instead of Windows 2000 Server/Advanced Server, then the Symposium Web Client installation automatically includes Active Directory Application Mode (ADAM). You do not have to install ADAM manually, nor do you install Active Directory.
Coresidency In Symposium Web Client Release 4.5 SU04 or later (on a Windows Server 2003 platform), you can install the Symposium Web Client application server software on the same server as Symposium Call Center Server Release 5.0 Feature Pack 1 (or later) and the Telephony Application Program Interface Service Provider (TAPI) 3.0 software. For more information, see “Coresidency in Symposium Web Client” on page 341.
Note: Symposium Call Center Server Release 5.0 Feature Pack 1 includes the base Symposium Call Center Server Release 5.0 software with incremental content.
Patch Utility In Symposium Web Client Release 4.5 SU05 or later, it is much easier to apply Service Updates and Service Update Supplements because they only include fixes to the current release of the software that is installed on the server, rather than an entire new build of the software, including the fixes. This means it is faster to download and install these updates. You can also use the new Patch Viewer Utility to view the updates that are currently installed, and to remove updates in the order last on, first off.
Configuration The Configuration component assists you in configuring and administering Symposium Call Center Server. You can also download a preformatted Excel spreadsheet from the Configuration component to upload and download Symposium Call Center Server configuration and user information. Configuration offers the following new features:
Increased number of skillsets When you are connected to a server in Symposium Call Center Server that is running Release 5.0 or later of the Symposium software, you can configure up to 1000 skillsets, all of which can be network skillsets (if you have the networking option enabled). If you are connected to a server running previous releases of the Symposium software, then you can configure a maximum of 350 skillsets.
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Standard 7.02
Increased number of agents When you are connected to a server in Symposium Call Center Server that is running Release 5.0 or later of the Symposium software, you can use the spreadsheets in the Configuration component to configure up to 6000 agents. If you are connected to a server running previous releases of the Symposium software, then you can configure a maximum of 3000 agents. You can also use Contact Center Management to configure agents individually. Networking enhancements When you are connected to a server running Release 5.0 or later of the Symposium software, the network skilled-based routing feature can route calls to the longest idle agent on the network. This enhancement requires the source node to wait for all targets to respond before making a routing decision; the source node can also be included as part of the routing decision. Prior to this change, the call was always routed to the first target node to respond to the queuing request sent out from the source. This enhancement includes the following changes in Symposium Web Client: Network Communication Parameters window When you are connected to a server that is running Release 5.0 or later of the Symposium software, this window includes a new box called the Nodal Request Wait Timer. In this box, you can type the number of seconds the source node waits for a response from the target nodes before making the routing decision. The Agent Reserve Timer for each target site must be set higher than the Nodal Request Wait Timer at the source site. Network Skillsets window When you are connected to an NCC server that is running Release 5.0 or later of the Symposium software, the Networking Method drop-down box in this window enables you to choose from three different values: Longest Idle Agent, First Back, and Average Speed of Answer. You cannot change the Networking Method value of network skillsets configured on servers running previous releases of the software. These skillsets are set to “First Back” by default and the drop-down list box is disabled. Sites window When you are connected to an NCC server that is running Release 5.0 or later of the Symposium software, the Sites window includes a new box called Target Node Count in which you can type the number of target nodes to which the source node will send a Network Agent Request (NAR). This column is grayed out beside sites that are not running Release 5.0 or later of the Symposium software.
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Skillsets window When you are connected to a server that is running Release 5.0 or later of the Symposium software, and you are configuring a network skillset, the Skillsets window includes a new check box called Include Local Node. By clicking the check box, you can choose to allow the source node to be included as part of the network routing decision for this network skillset. If you do not click this check box, then the source node is not included in the routing decision. You can configure this value for each network skillset on a per-site basis. This box is disabled for skillsets configured on earlier releases of Symposium Call Center Server. If you are connected to a server running previous releases of the Symposium software, then this box is not visible.
Note: The changes noted above are also reflected in the Configuration spreadsheets that you can download from the application. Access and Partition Management You can use Access and Partition Management to add, edit, view, or delete
Symposium Web Client users
partitions
access classes
report groups for Historical Reporting
basic access rights to different Symposium Web Client components
You also use this component to assign access classes, partitions, and supervisor/ reporting agent combinations to Web Client users. Access and Partition Management offers the following new features:
Improved user interface The user interface has been redesigned, making it easier for you to work with large numbers of users and data elements in this component. Instead of showing all data types in the tree when you open Access and Partition Management, the new interface offers separate views for each of the four main areas in which you work: users partitions access classes report groups
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Standard 7.02
To work with a particular type of data, choose from the options on the View/Edit menu. Then, to add new data, choose the option from the Add menu. To view the list of users who are assigned specific partitions or access classes, click the partition or access class name in the tree. The list of users appears in the right pane.
Agent search function When you have a large number of configured agents, you can use the new agent search function to help you locate the agents who you want to add to a partition. You can search by the agent’s first name, last name, department, comment, login ID, or a combination of all of these criteria (up to a maximum of five). You can also search by the agent’s supervisor or the agent’s skillsets. Access classes Access classes for Scripting allow you to grant Web Client users different access rights to Scripting, script variables, and application thresholds. Similarly, access classes for Contact Center Management enable you to apply only the agent partition data or both agent and skillset partition data to Contact Center Management. You can also configure separate access privileges for users who work with agent to skillset assignments and agent to supervisor assignments in Contact Center Management. Finally, you can control the access to adding or removing agents from partitions through the Contact Center Management application. Members tab You can use the Members tab in Access and Partition Management to see the list of users who are assigned the same access classes and partitions.
Scripting Symposium Call Center Server uses scripts to route calls. With the Scripting component, you can create and modify call routing instructions for your call center using the following components:
a Script Manager
a Script Editor
a Script Variable creator
a Script Command Reference
Scripting offers the following new features:
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Increased script and Master script size When you are connected to Symposium Call Center Server Release 5.0 or later, single scripts cannot Symposium Call Center Web Client
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exceed 50 000 characters; when you are connected to servers running previous releases of the Symposium software, single scripts cannot exceed 30 000 characters. An error message appears if you exceed either of these limits.
Wild variables When you are connected to Symposium Call Center Server Release 5.0 or later, you can use two new script commands—READVAR and SAVEVAR—to modify the runtime behavior of call variables. These commands are not available if you are connected to a server that is running a previous release of the Symposium software. Sample scripts for call blending with Symposium Web Center Portal Sample scripts that show you how to write scripts for call blending between Symposium Web Center Portal and Symposium Call Center Server are now included on the Symposium Web Client CD-ROM. You can import these sample scripts into Symposium Web Client by using the Import command in the Scripting component. You can only use these sample scripts when you are connected to Symposium Call Center Server Release 5.0 or later; they do not function when you are connected to a server that is running previous releases of the Symposium software. Agent ID and Skillset ID variables To enhance Symposium Web Center Portal and Symposium Call Center Server call blending, two additional script variable types have been added for Host Data Exchange (HDX) script calls. These variables are used within the Symposium Call Center Server scripting engine (TFE) to determine where to route a contact. They are populated by the Symposium Web Center Portal rules engine and passed to Symposium Call Center Server through the HDX interface. Once TFE receives this data, it can route the contact to the appropriate skillset or agent. No new script variables types have been added for Agent ID or Skillset ID; the existing Agent ID and Skillset script variables are sufficient for scripting purposes. These script variables are only supported through the Symposium Web Client Scripting component, and only when you are connected to Symposium Call Center Server Release 5.0 or later; they do not function when you are connected to a server that is running previous releases of the Symposium software.
For more information on Scripting, see the Nortel Networks Symposium Call Center Server Scripting Guide.
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Standard 7.02
Historical Reporting The Historical Reporting component enables users to produce nodal and network-consolidated reports detailing the past performance of the call center. As with the Symposium Call Center Server client, in Symposium Web Client, users can still specify the data range of the reports, schedule them to run at a specific time, and apply selection criteria to them. Historical Reporting offers the following new features:
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Filter sets Just as in the Symposium Call Center Server client, users can also select the sites and resources to be included in a network-consolidated report and save their choices in a filter set. However, in Symposium Web Client, when they create a filter set, they can specify a combination of the applications, DNISs, routes, and skillsets that they want to see in both standard and private network-consolidated historical reports (whereas in the Symposium Call Center Server client, users are limited to specifying only one type of data). Filter set importing utility While supervisors normally use Historical Reporting, only users with administrator rights can typically import into Symposium Web Client the filter sets that are created in the Symposium Call Center Server client by using the filter sets importing utility. While each of the Classic Client filter sets contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names—users can add different types of data to these filter sets after you import them by using the filter sets tabs in Historical Reporting.
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Skills you need Installation and configuration knowledge You must have knowledge of the following tasks and concepts to install and work with Symposium Web Client:
Real-Time Statistics Multicast configuration and maintenance Microsoft Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), or Windows Server 2003 Enterprise or Standard Edition installation, configuration, and maintenance, including Terminal Services and Internet Information Services
Note: As Service Packs for Windows 2000 or Windows Server 2003 Enterprise or Standard Edition become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements.
Terminal Services configuration and Terminal Services Licensing requirements and activation Microsoft Active Directory installation, configuration, and maintenance (if you have Windows 2000 Server) Microsoft Active Directory Application Mode installation, configuration, and maintenance (if you have Windows Server 2003), including replication scenarios, if applicable Sybase Open Client 12.5 installation, configuration, and maintenance backup and restore techniques using the Windows Backup Tool or the thirdparty tool of your choice, including how to back up Active Directory and system state data Microsoft Internet Explorer 6.0 with Service Pack 1 or later installation and configuration your network configuration, including DNS server setup, IP addresses of the application server and any servers in Symposium Call Center Server, and network domain configuration
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network printer creation and configuration in Windows 2000 Server or Windows Server 2003 shared network folder configuration in Windows 2000 Server or Windows Server 2003, including granting the appropriate user access rights to the folders
Timing The Windows 2000 Server/Advanced Server operating system installation and Symposium Web Client installation take approximately 3 hours to complete. This does not include the time that is required for pre-installation planning, switch configuration, or post-installation setup and configuration, such as adding agents. If you are installing Windows Server 2003 Enterprise or Standard Edition as your operating system, then the total installation time is slightly shorter.
Installation worksheets and checklists For tips on installing Symposium Web Client and the operating system software, see Appendix A, “Installation worksheets and checklists.”
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Related documents Introduction This section lists the documents in which you can find additional information about Symposium Web Client and Symposium Call Center Server. If you need information about
Refer to
Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help
Symposium Call Center Web Client Supervisor’s Reference Guide
the M1 Data Extraction Tool
Symposium Call Center Web Client Data Extraction Tool User’s Guide for the Meridian 1
detailed historical reports
Symposium Call Center Server Historical Reporting and Data Dictionary
scripting
Symposium Call Center Server Scripting Guide
administering the Network Control Center
Symposium Call Center Server Network Control Center Administrator’s Guide
switches
Nortel Networks Symposium Call Center Server Symposium, M1/ Succession 1000, and Voice Processing Guide or the Nortel Networks Symposium Call Center Server Planning and Engineering Guide
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Standard 7.02
Note: If you are using the Symposium Configuration Tool only, then refer to Chapter 3, “Installing and configuring application server software (Windows 2000 Server),” or Chapter 4, “Installing and configuring application server software (Windows Server 2003),” and Chapter 8, “Using Symposium Web Client,” for information about the Configuration component.
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Symposium Call Center Web Client
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System requirements Introduction Symposium Web Client can reside on any server on which Windows Server 2003 Enterprise or Standard Edition, Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), or Windows 2000 Advanced Server is installed. From this point on, this document refers to this server as the application server. To access Symposium Web Client on the application server, the client PC must have Microsoft Internet Explorer 6.0 with Service Pack 1 or later installed. ATTENTION
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2. Notes:
All system requirements and installation procedures apply to Symposium Web Client and the Symposium Configuration Tool.
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Standard 7.02
For details on the system requirements for a Citrix server, see “Citrix server software requirements” on page 1104. ATTENTION
Before you install or configure the Symposium Web Client software or any of the additional third-party software that it requires, you must print and fill out the pre-installation worksheet. This worksheet contains important information about peripheral devices that you may need to run Symposium Web Client. For example, if you require a printer to print historical reports, the worksheet points you to the procedure for installing the network printer. For details, see “Pre-installation worksheet” on page 1051.
Application server hardware requirements Symposium Web Client runs on a dedicated computer on which Microsoft Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), Windows 2000 Advanced Server, or Windows Server 2003 Enterprise or Standard Edition is installed. Nortel Networks does not supply this server; it can be customer- or distributor-supplied. Specific hardware requirements depend on your call center size. The table below lists both the minimum and recommended requirements. For Symposium Web Client to run properly, the application server must meet the minimum requirements listed in the table below. While Nortel Networks recommends that you follow the recommended guidelines, the actual requirements for a call center will vary based on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your call center, use the Capacity Assessment Tool, which is available from the Partner Information Center (PIC) web site at www.nortel.com. You can also consult the Symposium Call Center Server Planning and Engineering Guide for expected
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Symposium Call Center Web Client
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performance measurements and related system requirements, and the Symposium Portfolio Server and Operating System Requirements document for a more complete and detailed list of requirements. This document is also available from the PIC web site. Hardware item
Minimum
Recommended
CPU
Intel-based CPU Intel-based CPU – – Pentium III Xeon 2 GHz 733 MHz*
Notes
Planning, Installation, and Administration Guide
Supported processors include Pentium II, Pentium III Xeon, Pentium IV, Intel Xeon, and Intel Xeon DP. Non-supported processors include Intel Celeron and Intel Itanium (IA 64), and Xeon MP.
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Standard 7.02
Hardware item
Minimum
Recommended
Notes
RAM
512 Mbytes of RAM
1.0 Gbyte of RAM
Recommended Swap file size 3 *RAM
Hard disk space
20 Gbytes physical disk space
40 Gbytes physical disk space (80 Gbytes physical disk space with RAID-1)
Disk space is required for historical reports saved to disk.
Hard disk partitioning
No specific partition requirements
No specific partition N/A requirements
Hard disk type
IDE/SCSI Bus for Hard drives
SCSI Bus for Hard drives
At this time, a SAN (Storage Area Network) configuration is not supported.
Hard disk speed
Hard drive speed of 7200 rpm from manufacturer’s specification
Hard drive speed of >7200 rpm from manufacturer’s specification
N/A
CD ROM
1 CD ROM drive
1 DVD-ROM drive
N/A
Network Interface 1 Network Interface card Video card
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For a breakdown of the minimum space required, see the Note at the bottom of this table.
1 Network Interface CLAN should be 100 card Mbps Ethernet.
1 video card and 1 video card and monitor monitor
Minimum resolution 1024 x 768 pixels
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Hardware item
Minimum
Recommended
Notes
Modem
33.6 kbits/sec minimum, compatible with the US Robotics Sportster 33.6 modem, for remote technical support
33.6 kbits/sec minimum, compatible with the US Robotics Sportster 33.6 modem, for remote technical support
N/A
Backup/Restore
Backup system for Active Directory and Microsoft Access. Database backups can be made to network shared drive.
N/A Backup system for Active Directory and Microsoft Access. Database backups can be made to network shared drive.
Note: On Windows Server 2003 platforms, the backup system is for Note: On Windows Server Active Directory 2003 platforms, Application Mode (ADAM). the backup system is for Active Directory Application Mode (ADAM). *All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2000 Server or Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft web site. Note: The minimum hard disk space requirement of 20 Gbytes can be broken down as follows. These are approximate figures and will vary from call center to call center:
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Standard 7.02
the Windows Server 2003 or Windows 2000 Server/Advanced Server operating system (with a virtual memory of 512 Mbytes * 1.5), including any operating system patches, the page file, and so on, minimum 4 Gbytes third-party software, such as antivirus software and pcAnywhere, plus the Symposium Web Client application software, minimum 2 Gbytes historical report storage (based on a call center with 45 supervisors, each with 300 Mbytes of storage), minimum 14 Gbytes. (If less storage is required, then you can reduce the 20 Gbyte minimum accordingly.) Total: minimum 20 Gbytes
Symposium Web Client follows Microsoft’s “Designed for Windows 2000 Application Specification” standard. Since Symposium Web Client is a missioncritical application, Nortel Networks does not recommend sharing the Symposium Web Client application server with other “application” class software applications, which generally require a certain amount of system resources.
Application server sizing specifications ATTENTION
To help calculate the sizing specifications for your call center, use the Capacity Assessment Tool, which is available from the Partner Information Center (PIC) web site. You can also consult the Symposium Call Center Server Planning and Engineering Guide for more information.
Minimum requirements The Symposium Web Client application server minimum requirements listed above are designed to handle a call center size of up to
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50 agents
25 skillsets
25 applications
20 IVR queues
128 routes Symposium Call Center Web Client
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25 clients
Recommended requirements The Symposium Web Client application server recommended requirements listed above are designed to handle a call center size of up to
1500 agents
350 skillsets
500 applications
50 IVR queues
250 routes
150 clients
For a more complete and detailed list of the sizing specifications, see the Symposium Portfolio Server and Operating System Requirements document. Additional software on the application server Note that running additional software (for example, virus scan software) may place an additional load on the Symposium Web Client application server. Therefore, you should set all utility tools to run on the application server during off-peak hours. In addition, all utilities installed on the application server must be included in Microsoft’s Compatibility List for Windows 2000 Server. You can view this list at http://www.microsoft.com/windows2000/server/howtobuy/ upgrading/compat/default.asp. Notes:
Nortel Networks does not provide support on the configuration of antivirus software. Direct all your questions or problems on antivirus software to the appropriate vendor. The above recommendations are intended as guidelines only, and do not constitute a guarantee of compatibility. If you raise performance or functionality issues to Nortel Networks support personnel, as part of the fault diagnosis process, the support technician may ask you to remove all third-party software from the application server.
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Standard 7.02
Application server software requirements
Microsoft Windows Server 2003 Enterprise or Standard Edition, Windows 2000 Advanced Server, or Windows 2000 Server Service Pack 3 (minimum) or Service Pack 4 or later (recommended) with Internet Information Services (IIS), Simple Mail Transfer Protocol (SMTP), Terminal Services, and Terminal Services Licensing (you require Terminal Services for the Script Editor portion of the Scripting component).
ATTENTION
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2. Notes:
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As Service Packs for Windows 2000 Server and Windows Server 2003 Enterprise or Standard Edition become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements.
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Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server because it is a domain controller.
For more information about Windows requirements, see the “Windows 2000 Server/Advanced Server installation checklist” on page 1080, or the “Windows Server 2003 installation checklist” on page 1089. Microsoft Active Directory (required if you have Windows 2000 Server)
Note: Microsoft Active Directory Application Mode (ADAM) is used by Windows Server 2003 instead of Active Directory. ADAM is automatically included in the Symposium Web Client installation if you have Windows Server 2003 installed.
Sybase Open Client v.12.5 (required for the Historical Reporting and Contact Center Management components; supplied by Nortel Networks) Microsoft Internet Explorer 6.0 with Service Pack 1 or later. This is required so support personnel can access the application server. For information on upgrading from Internet Explorer version 5.0, see “Upgrading Internet Explorer on the application server” on page 152.
Notes:
As Service Packs for Internet Explorer become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements.
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Standard 7.02
To install, uninstall, and configure Symposium Web Client, you must have administrator privileges on the application server.
ATTENTION
As of the date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience:
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Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server has Windows Server 2003 Enterprise or Standard Edition installed, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
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Coresident server hardware requirements Consult the following table if you are installing Symposium Web Client on a server that has Symposium Call Center Server installed (and upon which you may also be installing TAPI). As with the hardware requirements for a dedicated server, while Nortel Networks recommends that you follow the recommended guidelines, the actual requirements for a call center will vary based on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your call center, use the Capacity Assessment Tool, which is available from the Partner Information Center (PIC) web site at www.nortel.com. You can also consult the Symposium Call Center Server Planning and Engineering Guide for expected performance measurements and related system requirements, and the Symposium Portfolio Server and Operating System Requirements document for a more complete and detailed list of requirements. This document is also available from the PIC web site.
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Coresident server hardware requirements Hardware item (Note 1)
CPU
Minimum (Note 5)
Recommended (Note 3)
Intel-based CPU, XEON or Pentium IV, 2 GHz
Intel-based CPU, XEON or Pentium IV, 2.8 GHz
Notes
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RAM
1.0 Gbyte of RAM
1.0 Gbyte of RAM
Hard disk space
60 Gbytes logical disk space (120 Gbytes physical disk space with RAID-1)
60 Gbytes logical disk space (120 Gbytes physical disk space with RAID-1)
Supported processors include Pentium IV, Intel Xeon, Intel Xeon DP, Intel Xeon MP. Dual CPU computers are supported. Quad CPU computers are supported. Non-supported processors include: Intel Celeron and Intel Itanium (IA 64). AMD Processors are not supported.
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
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Hardware item (Note 1)
Getting started
Minimum (Note 5)
Recommended (Note 3)
Notes
Hard disk partitioning
1 physical drive
Separate drives for the OS/Symposium Call Center Server application and the database partitions
Separate physical disks are more reliable and provide greater ease of recovery in case of disk failure.
Hard disk type
SCSI Bus for Hard drives
SCSI Bus for Hard drives
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Hard disk speed
Hard drive speed of 7200 rpm from manufacturer’s specification
Hard drive speed of >7200 rpm from manufacturer’s specification
N/A
Floppy Drive
1 floppy drive
1 floppy drive
Drive letter must be A.
CD ROM
1 CD ROM drive
1 DVD-ROM drive
Serial ports See Note 2
1 serial port (for modem access) or USB port (if using USB modem).
Planning, Installation, and Administration Guide
1 serial port (for modem access) or USB port (if using USB modem).
Drive letter must be E. Minimum speed is 24X.
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Hardware item (Note 1)
Parallel port
Standard 7.02
Minimum (Note 5)
Recommended (Note 3)
Not required if Symposium Call Center Server is connecting to the M1/Succession 1000 switch.
See Note 4. Not required if Symposium Call Center Server is connecting to the M1/Succession 1000 switch.
For DMS/MSL-100 connectivity, see Note 4.
For DMS/MSL-100 connectivity, see Note 4.
Notes
Network Interface 2 Network Interface 2 Network Interface ELAN must be 10/ cards cards 100 Mbps Ethernet. Recommended CLAN is 100 Mbps Ethernet.
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Video card
1 video card and monitor
1 video card and monitor
Keyboard
1 keyboard
1 keyboard
Mouse
1 mouse
1 mouse
Modem
33.6 kbits/sec minimum, (Symposium Call (Symposium Call compatible with the Center Server + Center Server + US Robotics Symposium Web Symposium Web Client configuration Client configuration Sportster 33.6 modem, for remote only, see Note 6) only, see Note 6) technical support. 1 external modem
Minimum resolution 800 x 600 pixels
1 external modem
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Hardware item (Note 1)
Backup/Restore
Getting started
Minimum (Note 5)
Recommended (Note 3)
Backup system for database backup: can be either tape drive or remote directory
Backup system for database backup: can be either tape drive or remote directory
Notes
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Notes: 1. All hardware devices must be on the Microsoft Hardware Compatibility List for Windows Server 2003. For a complete list of compatible hardware devices, see the Microsoft web site. 2. For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. For COM2, the Base I/O Port Address must be set to 2F8, and the IRQ box must be set to 3. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that it is configured correctly (for instance, make sure that IRQs do not conflict with existing IRQs). Any further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor. 3. As already stated, a detailed analysis of your Call Center’s capacity requirements should always be carried out using the Symposium Capacity Assessment Tool. It is likely that for larger call centers, this server specification may not be sufficient. 4. Symposium Call Center Server 5.0 is supported on both M1/Succession 1000 and DMS/MSL-100, and for the DMS version, a security device is required. The default connectivity for this device is a parallel port, but there are also options available to connect the security device to Symposium Call Center Server through a serial port or USB.
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5. As always, the Capacity Assessment Tool should be used for a more detailed analysis. 6. A modem installation interferes with Symposium TAPI 3.0 SP. Do not install a modem if TAPI is part of the coresident installation.
Client hardware requirements The following client requirements also apply to PCs running Agent Desktop Displays. You can also consult the Symposium Call Center Server Planning and Engineering Guide for expected performance measurements and related system requirements, and the Symposium Portfolio Server and Operating System Requirements document for a more complete and detailed list of requirements. This document is also available from the PIC web site. Recommended size
Hardware item
Minimum size
Notes
CPU
Intel-based CPU – Intel-based CPU – Pentium II 300 Pentium III 733 MHz MHz
RAM
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128 Mbytes of RAM
Supported processors include Pentium II, Pentium III Xeon, Pentium IV, Intel Xeon and Intel Xeon DP, Dual CPU Non-supported processors include Intel Celeron and Intel Itanium (IA 64), and Xeon MP.
256 Mbytes of RAM N/A
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Recommended size
Hardware item
Minimum size
Hard disk space
40 Gbytes of 4 Gbytes of physical disk space physical disk space
Notes
N/A
Note: Of this total amount, 20 Mbytes of space is the disk footprint required by the Agent Desktop Displays component, if it is installed on the client PC. Hard disk partitioning
No specific partition requirements
Hard disk type
IDE/SCSI Bus for IDE/SCSI Bus for Hard drives Hard drives
N/A
Hard disk speed
Hard drive speed of 7200 rpm from manufacturer’s specification
Hard drive speed of 7200 rpm from manufacturer’s specification
N/A
CD ROM
1 CD ROM drive
1 CD ROM drive
N/A
Network Interface 1 Network Interface card
1 Network Interface card
CLAN should be 100 Mbps Ethernet
Video card
1 video card and monitor
Minimum resolution 1024 x 768 pixels
1 video card and monitor
No specific partition requirements
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Hardware item
Minimum size
Recommended size
Modem
33.6 kbits/sec minimum, compatible with the US Robotics Sportster 33.6 modem, for remote technical support
33.6 kbits/sec minimum, compatible with the US Robotics Sportster 33.6 modem, for remote technical support
N/A
Backup/Restore
Backup system for Active Directory and Microsoft Access. Database backups can be made to network shared drive.
Backup system for Active Directory and Microsoft Access. Database backups can be made to network shared drive.
N/A
Note: On Windows Server 2003 platforms, the backup system is for Active Directory Application Mode (ADAM).
Note: On Windows Server 2003 platforms, the backup system is for Active Directory Application Mode (ADAM).
Notes
Notes:
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20 Mbytes of available hard disk space for the Agent Desktop Displays component a minimum of 64 Mbytes of RAM a minimum 800 x 600 pixel resolution monitor (1024 x 768 pixel resolution is recommended for optimal display quality) a serial port (if connection of the M1 Data Extraction Tool to the M1 switch using a serial port is required)
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Note: If you are going to connect to the M1 switch, you can use either the client PC or the application server as long as the system you use has a serial port. The M1 Data Extraction Tool is intended for use with the M1 switch only; it may not support the Meridian 1 Internet Enabled switch. The Pentium II 300 MHz configuration should be adequate for normal operation in small call centers (less than 50 agents). For more intensive activity and larger call centers, a faster processor and additional RAM, or both, improves performance. For larger call centers and higher levels of activity, the minimum platform should be scaled up accordingly.
Client software requirements Note: The following client requirements also apply to PCs running Agent Desktop Displays:
Windows 2000 Professional, Windows 2000 Server, Windows 2000 Advanced Server, Windows Server 2003 (Enterprise or Standard Edition), or Windows XP Professional Windows Installer 2.0 or later. Version 2.0 is included on the Symposium Web Client CD-ROM, in Windows Server 2003, and in both Windows 2000 Service Pack 3 for Windows 2000 Server and Professional, and Windows XP. If the client PC runs any other operating system, then you must install the software from the Symposium Web Client CD-ROM. Microsoft Internet Explorer 6.0 with Service Pack 1 or later
Note: As Service Packs for Internet Explorer become available, Nortel Networks tests them for compatibility against the Symposium Web Client software as soon as possible. Nortel Networks recommends that customers upgrade to new service packs as per vendor (Microsoft) recommendations, because critical service packs may include security enhancements.
Excel 2000 Service Release 1a (required for the Configuration component only) Simple Object Access Protocol (SOAP) version 3.0 merge module (a Microsoft standard component required by all clients running Windows XP, Windows 2000 Professional, Windows 2000 Server, Windows 2000 Advanced Server, or Windows Server 2003; the installation file,
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ClientSoap.msi, is included in the root directory of the Symposium Web Client installation CD) Notes:
If you are using the client PC to connect to an application server that is running Windows Server 2003, then the client PC must have SOAP 3.0 installed since Remote Data Service (RDS) is not supported on this operating system. Likewise, if you use the client to view Agent Desktop Displays (ADD) through this application server, the client must be upgraded to Release 4.5 of the ADD software since previous versions of the Agent Desktop Displays software used the RDS form of communication. Supervisors who connect to Symposium Web Client on a client PC that is running Windows Server 2003, Windows XP, or Windows 2000 must have an ID that is part of the Power Users group on the client PC to receive the required Active X downloads that enable their Internet Explorer browser to work correctly. For information on adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system.
Client backward compatibility When you use the client PC to connect to an application server running Symposium Web Client 4.5, the system automatically downloads the required third-party controls onto the client PC. However, you can still use this same client PC to connect to an application server running Symposium Web Client 4.0, in addition to the server running Symposium Web Client 4.5. The exception to this rule occurs when you download and install the Agent Desktop Displays 4.5 client software onto the client PC. In this case, you cannot use the Agent Desktop Displays 4.5 component when connected to an application server running Symposium Web Client 4.0. Nortel Networks recommends, therefore, that while working in an environment with both releases of the Symposium Web Client software, do not upgrade the Agent Desktop Displays client software to Release 4.5. For more information, see “Versions of Agent Desktop Displays and compatibility with Symposium Web Client” on page 659.
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Note: You can use the Agent Desktop Displays 4.0 client to connect to both Symposium Web Client 4.0 and 4.5 application servers. However, in this case, the communication between the client PC and application server continues to be through Remote Data Service (RDS), rather than SOAP, which is new to Release 4.5. Therefore, the RDS communication method must be enabled on the application server for Agent Desktop Displays 4.0 to function properly. For this reason, you cannot use an Agent Desktop Displays 4.0 client to connect to a Symposium Web Client 4.5 application server that is running Windows Server 2003, since this operating system does not allow the RDS form of communication. The RDS communication method is installed and enabled by default on the application server. However, if you have the Windows 2000 Server operating system, have performed the IIS Lockdown procedure, and have removed the MSADC virtual directory, then you have disabled RDS. If you want to reenable RDS on the application server, then you must recreate the MSADC virtual directory in IIS. For more information, see “To reenable Remote Data Service” on page 279.
Client coresidency In Symposium Web Client, the client PC contains the following components:
Internet Explorer version 6.0 Service Pack 1 or later Simple Object Access Protocol (SOAP) version 3.0 merge module (a Microsoft standard component)
Agent Desktop Displays client application
Symposium Configuration Tool spreadsheets
M1 Data Extraction Tool
These components are capable of coresiding with the following Nortel Networks products:
Symposium Call Center Server 4.0 Client
CallPilot Web Administration Client 2.0
Optivity Telephone Manager (OTM) 2.0
i2050 Software Phone
Symposium Web Center Portal Agent Client 4.0
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Symposium Web Center Portal Administration/Supervisor Client 4.0
In addition, these components are capable of coresidng with the following Microsoft products:
Microsoft Office 2000 and XP (Microsoft Excel is required to use the Symposium Configuration Tool.)
Symposium Call Center Server requirements
Symposium Web Client is compatible with Symposium Call Center Server Release 4.0 (NS040107SU10S) or later, Symposium Call Center Server Release 4.2 (NS040206SU08S) or later, or Symposium Call Center Server Release 5.0 (NN_SCCS_5.0_SU_03_S) or later. Symposium Web Client is incompatible with previous releases of Symposium Call Center Server.
Note: Symposium Web Client Release 4.0 is incompatible with Symposium Call Center Server Release 5.0 or later.
Application server performance requirements For information on performance requirements, see the Symposium Call Center Server Planning and Engineering Guide.
Multicast LAN/WAN impact The multicast LAN/WAN impact from the application server can be broken down into two parts:
nodal real-time display multicast data
network-consolidated real-time display (NCRTD) data
The server in Symposium Call Center Server sends nodal real-time display multicast data to the application server. The impact of this data is described in the Symposium Call Center Server Planning and Engineering Guide. The application server consolidates the multicast traffic from one or more servers in Symposium Call Center Server into a single, network consolidated, multicast stream. This stream is sent from the application server to the client PCs anywhere in the network. 60
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Notes:
You only require the unicast communication method to connect to the NCC server and facilitate the running of the network-consolidated real-time displays. Agent Desktop Displays and Emergency Help notifications are not available on client PCs that only receive unicast data; both of these features require multicast data transmission. The application server only processes multicast data for servers in Symposium Call Center Server that you have added through the Configuration component of Symposium Web Client (in other words, those servers that are configured on the application server). If there are other Symposium Call Center Servers in your network that you have not added through the Configuration interface, then the multicast data from these servers is not processed in Symposium Web Client and is not included in real-time reports.
In the above diagram, there is one application server located at node A. All the servers in Symposium Call Center Server send raw real-time data to the application server. The application server, in turn, sends consolidated data out to all of the Symposium Web Client client PCs. The consolidated real-time traffic that the application server sends to clients requesting this data is approximately equal to the sum of all the raw data.
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Note: The total LAN/WAN impact due to multicast NCRTD traffic can be estimated using the Symposium Call Center Server Capacity Assessment Tool. For more information on this tool and on the LAN/WAN impact, see the Symposium Call Center Server Planning and Engineering Guide. You can also use the Web Client CPU utilization analysis spreadsheet to estimate the CPU impact on the Symposium Web Client Application Server and to estimate the CPU impact from the real-time displays on the client PC. This spreadsheet is available on the Channel Readiness portion of the Partner Information Center (PIC) web site at www.nortel.com, within the Symposium Web Client section (you require Level 4 access to download this file).
Unicast LAN/WAN impact In addition to the multicast data that the application server sends to the client PCs, it sends unicast real-time data over the CLAN to the client PCs that cannot receive multicast data. The calculations used to determine the LAN utilization due to this unicast traffic are almost identical to those used to calculate the impact of the multicast traffic, as described in the previous section. Note: This traffic may also be sent over the WAN in response to remote client requests. The presence of these unicast clients in a Symposium Web Client configuration results in additional network traffic. Unicast clients use dedicated point-to-point connections, so each client receives its own data stream. Whereas the application server sends only one multicast stream to each site requesting multicast real-time data, it sends multiple streams of unicast real-time data according to the following rules: For a given client PC, the server sends no more than one stream to support at least one display of the same data type. There are 12 data streams in total, six streams for each type of data that is viewed in either of the two data collection modes (interval to date or moving window), as follows:
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six streams of interval to date data (agent, skillset, application, nodal, IVR, and route) six streams of moving window data (agent, skillset, application, nodal, IVR, and route) Symposium Call Center Web Client
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For example, if the same client opens two Agent/moving window displays, then the server sends only one Agent/moving window data stream. Note: The size of each data stream is identical to the corresponding multicast stream. The diagram on the page below shows the single, shared multicast stream, which can provide data to any number of clients, and the dedicated unicast streams to each of the unicast clients. To help you estimate the network traffic impact on both the CLAN and WAN when deploying the Symposium Web Client Application Server, you can use the Web Client multicast and unicast traffic analysis spreadsheet. This spreadsheet is available on the Channel Readiness portion of the Partner Information Center (PIC) web site at www.nortel.com, within the Symposium Web Client section (you require level 4 access to download this file).
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Disk partitions and communication ports Introduction This section provides high-level information on disk partitions. It also provides TCP/UDP port numbers that are used by Symposium Web Client.
Protecting your data To protect your data, you can take the following precautions:
Install the operating system and Symposium Web Client on an NT File System (NTFS) partition. File Allocation Table (FAT) partitions do not support security.
Note: Since there are no specific guidelines or restrictions regarding the number or size of the application server disk partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate disk partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same disk partition. Refer to the “Windows 2000 Server/Advanced Server installation checklist” on page 1080 for information about installing Windows 2000, or refer to the “Windows Server 2003 installation checklist” on page 1089 for information about installing Windows Server 2003 Enterprise or Standard Edition.
Communication ports The following table lists the TCP/UDP ports that Symposium Web Client uses with the application server. You can use this information for items such as firewall implementation, or identifying potential port conflicts within the client PC or the application server. To minimize the potential points of failure (in a nodal call center setting), place the server in Symposium Call Center Server and the Symposium Web Client application server on the same subnet.
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Port number
Getting started
Functionality
Port location
for Internet Explorer’s communication
application server
Port 443 (HTTPS) for secure HTTP communication (only applicable if SSL is enabled for secure IIS communication)
application server
Port 80
Ports 389 and 636 for proper ADAM application server functionality (Windows Server 2003 platforms only). Port 389 is for LDAP, while port 636 is for SSL. Note: While installing Symposium Web Client on a server that is running Windows Server 2003, these ports usually appear by default in the Port Configuration for ADAM installation window. If the values 50000 and 50001 appear instead, it means that port numbers 389 and 636 are already taken. In this case, you can either accept the new values, or choose other ports for security reasons.
Port 3389
for Terminal Services’ communication
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Port number
Port location
Port 25 (SMTP)
for the Historical application server Reporting component to send e-mail notifications when reports are printed and saved
Port 8200
for the Emergency Help component
UDP ports 6020, 6030, 6040, 6050, 6060, 6070, 6080, 6090, 6100, 6110, 6120, 6130
for the application server application server to receive IP multicasting data from Symposium Call Center Server (needed for Real-Time Reporting and Agent Desktop Displays)
UDP ports 7020, 7030, 7040, 7050, 7060, 7070, 7080, 7090, 7100, 7110, 7120, 7130
for the application server client PC to send IP multicasting data to client PCs (needed for Real-Time Reporting and Agent Desktop Displays)
UDP ports 7025. 7035, 7045, 7055, 7065, 7075, 7085, 7095, 7105, 7115, 7125, 7135
for the application server client PC to send IP unicast data to client PCs. This is an optional method of sending the data required for Real-Time Reporting. If you do not use the multicast method, then you must configure the unicast option. You can also use a combination of the two methods.
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Functionality
client PC
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Port number
Port 10 000
Getting started
Functionality
Port location
used by the Nameservice application server process located on the application server (nbnmsrvc.exe), it permits communication between the application server and Symposium Call Center Server.
Note: Based on your network configuration and the amount of access to the application server that is required (for example, for print servers and file sharing), you may also need to configure domain trust relationships and firewalls. For more information on this additional configuration, consult the Microsoft guidelines on Windows 2000 networking.
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Symposium Web Client and Crystal Reports Introduction The Symposium Web Client installation includes some Crystal Reports 9.0 components that enable you to run and view the standard historical reports in the Symposium Web Client Historical Reporting component; the installation does not include report writing software. To create your own custom reports for use with Symposium Web Client, you must purchase and install Crystal Reports 9.0.
Crystal Reports versions supported To create custom reports that are compatible with Symposium Web Client, you must purchase and install the Professional or Developer version of Crystal Reports 9.0, which is available only as an upgrade from Crystal Reports versions 8.0 or 8.5. The Standard version of Crystal Reports is not supported.
Crystal Reports and the application server For performance purposes, and to avoid coresidency problems, it is best to install Crystal Reports on a PC other than the application server. However, if you must install Crystal Reports on the application server, see the following sections: Installation tips for Crystal Reports 9.0 Crystal Reports 9.0 is available only as an upgrade from version 8.0 or 8.5. Therefore, regardless of where you install Crystal Reports 9.0 (either on the application server, or another server of your choice), the server must contain an installation of Crystal Reports version 8.0 or 8.5 before you install version 9.0.
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Installation order You can install Crystal Reports 9.0 on the application server either before or after you install Symposium Web Client. However, the application server must contain either Crystal Reports 8.0 or 8.5 before you install Crystal Reports 9.0. Uninstalling Symposium Web Client After you install Crystal Reports 9.0 and Symposium Web Client on the application server, should you need to uninstall Symposium Web Client, then your Crystal Reports installation is corrupted because some of its components are also removed. In this case, Symposium Call Center Web Client
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to continue to use Crystal Reports, you must repair or reinstall Crystal Reports 9.0.
Uninstalling Crystal Reports 9.0 After you install Crystal Reports 9.0 and Symposium Web Client on the application server, should you need to uninstall Crystal Reports, it impacts the Historical Reporting component. In this case, you can repair the Historical Reporting component by installing the Crystal Reports 9.0 merge modules from the Symposium Web Client CD-ROM. To do this, in the root directory of the CD, locate and doubleclick the file CRTemplates.msi. A Windows Installer package automatically installs the modules.
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Symposium Web Client and the Symposium Call Center Server client Introduction While you can perform most call center administrative functions through Symposium Web Client, you still require at least one Symposium Call Center Server client—hereafter called the Classic Client—to perform certain call center activities. These functions are listed in this section. For more information on any of the functions listed, see the Symposium Call Center Server documentation. Note: You may also use the Classic Client to update configuration items, such as agent names. While these configuration items are automatically reflected in Symposium Web Client, you must note that data validation differences in the Classic Client can sometimes cause problems when this data is viewed in Symposium Web Client. For example, agent names that contain special characters such as ‘<’ and ‘>’ cannot be used in Symposium Web Client, whereas they are acceptable in the Classic Client. To avoid problems with data validation, Nortel Networks recommends that you only use Symposium Web Client to enter and update configuration data. If you must use the Classic Client to update configuration data, check the Symposium Web Client online Help before doing so to ensure that there are no character restrictions.
Symposium Call Center Server client functions You require at least one Classic Client to access the following functions:
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Voice Prompt Editor To use the Voice Prompt Editor, you must use Meridian Mail as your voice processing system. To set up and manage the voice prompts (messages) used by your Interactive Voice Response system, you must log on to the Classic Client and use the Voice Prompt Editor. Each voice prompt consists of segments. You can use these segments in different combinations to produce your voice prompts. Event Browser and Alarm Monitor Symposium Call Center Server generates alarms to notify you when minor, major, and critical system Symposium Call Center Web Client
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events occur. It also issues information messages. Alarms are displayed as events in both the Alarm Monitor and the Event Browser on the Classic Client PC. Information messages appear only in the Event Browser.
Event throttling Event throttling lets you control the frequency with which events are recorded by the server log. You can throttle all events to prevent the log from becoming overcrowded. If too many instances of each event are recorded, there might not be enough space in the log to record more important events. Also, too many instances of the same event can distract users, causing them to overlook other important events. Backup Scheduler You must use the Backup Scheduler to view, change, and delete the scheduled date and time of the Symposium Call Center Server backups. You can also create a backup schedule with this utility. Serial Ports You can use the Serial Ports function to view and change the properties for all Symposium Call Center Server serial ports. Switch Resources You can use the Switch Resources function to view information about the switch that the server in Symposium Call Center Server is using. For example, you can view the switch type, customer number, switch name, and the switch IP address. Connected Sessions You can use this function to check the status of a Symposium Call Center Server desktop user’s connection to the server. This status shows the desktop users who are logged on to the server, their user IDs, their location (network address), and the time of their last activity on the system. You can also use this function to disconnect a user from the server. However, note that this procedure disconnects and logs users off immediately without warning. Server Performance Monitor You can use this function to display information about processing capacity, memory, and storage space on Symposium Call Center Server. Provider utility You can use this utility to test the functionality of your HDX program. This utility uses the DXProvid.dll to communicate with Host Data Exchange running in Symposium Call Center Server. Provider allows users to view the variable parameters sent from the Host Data Exchange script functions, such as SEND INFO and SEND REQUEST. It also allows users to return the message data back to Host Data Exchange as requested by the script function, such as GET RESPONSE. Desktop user creation For a user to be able to access the Symposium Call Center Server database to create custom reports with the Crystal Reports
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application, an administrator must first create a desktop user account for this user with the Classic Client. Then, after the user creates and saves the reports, he or she logs on to the application server with a Web Client user ID and password, and imports the custom report into Symposium Web Client.
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PC Events Use this utility to view a list of events that have occurred on the Classic Client PC. Password Change Use this utility to manage the user passwords for the Classic Client. Access classes You must use the Classic Client to configure the access classes that users require to work with the Classic Client.
Symposium Call Center Web Client
Chapter 2
Preparing Symposium Call Center Server In this chapter Overview
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Modifying Real-time Statistics Multicast settings
75
Testing the Real-time Statistics Multicast service
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Overview The Symposium Web Client application server uses the Real-time Statistics Multicast (RSM) service to send real-time data from Symposium Call Center Server to Symposium Web Client users. The two Web Client components that require this functionality are Real-Time Reporting and Agent Desktop Displays. Before Symposium Web Client can send and receive multicast data, RSM must be installed and configured on the server in Symposium Call Center Server. The RSM service is installed during the Symposium Call Center Server installation. During installation, the system verifies that you have the correct RSM keycode, and then installs the required RSM files on the server. When you install RSM, you must provide the IP multicasting address that the server in Symposium Call Center Server uses to transmit RSM data to the Web Client application server. The system automatically sets the default port numbers and multicast rates for real-time statistics during installation. For more detailed information on installing the RSM feature in Symposium Call Center Server, see “Installing the Server Software” or “Converting, upgrading, reinstalling, and uninstalling server software” in the Symposium Call Center Server Installation and Maintenance Guide. This chapter explains how to perform the following procedures in Symposium Call Center Server:
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Modify the default RSM settings and multicast rates. See “Modifying Realtime Statistics Multicast settings” on page 75 for more information. You must modify the default RSM settings; otherwise, no data is sent from the server in Symposium Call Center Server to the Symposium Web Client application server. Verify that the RSM service is sending data to the appropriate ports. See “Testing the Real-time Statistics Multicast service” on page 85 for more information.
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Modifying Real-time Statistics Multicast settings Introduction You can modify RSM’s default settings on each server in Symposium Call Center Server to reflect the requirements of your organization:
You can activate or deactivate the collection of up to six types of real-time statistics using the RTD Multicast Controller Utility (MulticastCtrl.exe). You can modify the following multicast settings using the RTD Multicast Configuration Utility (RSMConfg.exe): the IP multicast address the Time To Live (TTL) value for the IP multicast data the IP ports that send the real-time statistics the multicast rates for the IP ports that send the real-time statistics
Activating or deactivating the collection of real-time statistics You can select which statistics the RSM service collects and how they are collected using the RTD Multicast Controller utility. To activate or deactivate the collection of real-time statistics 1
Navigate to the folder in which the RSM component is installed: [drive]:\Nortel\iccm\bin
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Standard 7.02
Double-click MulticastCtrl.exe. Result: The RTD Multicast Controller window appears.
3
Click the Moving Window or Interval To Date check boxes, or both, for each real-time statistics group that you want to collect. Note: Nortel Networks recommends that you click Moving Window and Interval To Date for all statistics groups, so both options are available for all statistics in Symposium Web Client. The Meridian 1 and Succession Communication Server for Enterprise 1000 switch (M1/Succession 1000) real-time statistics groups are
Skillset
Application
Agent
Nodal
Route
IVR
The Digital Multiplex Switch/Meridian Stored Logic-100 switch (DMS/MSL100) real-time statistics groups are
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Application
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Agent
Nodal
4
Click Apply.
5
Click OK to close the window.
Modifying RSM settings and multicast rates Perform the following steps to modify RSM settings and multicast rates in Symposium Call Center Server. To modify RSM settings and multicast rates 1
Navigate to the folder in which the RSM component is installed: [drive]:\Nortel\iccm\bin
2
Double-click RSMConfg.exe. Result: The RTD Multicast Configuration window appears.
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ATTENTION
Standard 7.02
The IP multicast addresses that support multicasting are 224.0.0.0 through 239.255.255.255, but the IP multicast addresses between 224.0.0.0 and 224.0.0.255 inclusive are reserved for routing and topology discovery or maintenance protocols, and, therefore, should not be used. Note also that the address range 239.0.0.0— 239.255.255.255 has been defined by the Internet Engineering Task Force (IETF) as administratively scoped addresses. This definition basically allows an administrator to restrict multicast to a certain network boundary (for example, within an organization) by using an administratively scoped address. Refer to Internet standard RFC 2365 for more information. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range. Check the Internet Engineering Task Force (http://www.ietf.org) and Internet Assigned Numbers Authority (http://www.iana.org) web sites to review a complete list of reserved IP multicast addresses before you select an address for your internal multicast needs. For more information about IP Multicasting, see “Implementing IP multicasting for Symposium Web Client” on page 1135.
3
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In the Multicast IP group box, type the IP multicast address that has been designated as the sending address for IP multicasting in Symposium Call Center Server.
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Accept the default IP port numbers for each statistics group.
ATTENTION Do not change the default IP port numbers assigned to the statistics groups. Symposium Web Client’s Real-Time Reporting component receives multicast statistics through these ports and will malfunction if the port numbers are changed. 5
Change the Multicast time to live (TTL) value to a value that is appropriate for your network.
ATTENTION
If packets are traveling through more than one router, you should change the Multicast TTL value to a value that is appropriate for your network and the number of routers that you use. If the TTL value is set too low, the real-time multicast statistics may not reach your application. The Default TTL value is 2 hops. Nortel Networks recommends a value between 64 and 68 hops.
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Accept the default multicast rates (5 seconds) in the Multicast Rate boxes.
ATTENTION
The fastest rate at which multicast data from Symposium Call Center Server can reach the end user in Symposium Web Client is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Symposium Call Center Server to the Symposium Web Client application server
the Output Rate at which the application server outputs data to client PCs
the Transform Rate at which the application server processes real-time statistics
The delay between the data being sent from the server in Symposium Call Center Server and arriving at the client PC is a function of all these rates; the rates on the server in Symposium Call Center Server and the application server are not synchronized. If you want to decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the application server. You should notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate in Real-Time Reporting accordingly. Example If the Symposium Call Center Server Multicast Rate is set to 2 seconds, the application server Transform Rate is set to 1 second, and the application server Output Rate is 7 seconds, then the data on the client PC will not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. You can adjust the default multicast rates in Symposium Call Center Server to a minimum value of 0.5 seconds; however, reducing the multicast rates increases the workload on Symposium Call Center Server. Adjust these rates only if you are certain that Symposium Call Center Server can handle the additional workload. For information on adjusting rates and assessing performance, see the Nortel Networks Symposium Call Center Server CapTool User’s Guide.
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Tip: If you have made an error in modifying the multicast IP group, TTL, IP ports, or the multicast rates for each port, you can restore the original values by clicking Registry Values or Default Values. If you modify any of these values and click OK or Apply, the appropriate registries are updated with your changes. If you click Registry Values after the modifications have been saved to the registry, it has no effect.
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Click Registry Value before you click Apply to retrieve the values stored in the registries. Use this option if you want to cancel a change without having to remember and retype the original values.
Click Default Value to restore the values that are set when Symposium Call Center Server is installed. Use this option if you have saved changes to the registry that have caused RSM-dependent applications to malfunction, and you want to begin again with the default RSM configuration.
Click OK.
ATTENTION To activate new RSM settings on Symposium Call Center Server (with the exception of the multicast rates), you must stop and start the Statistical Data Propagator (SDP) service. For more information, see “To activate modifications to the RSM settings: multicast IP group, TTL, and IP port” on page 83. To activate new multicast rate settings on Symposium Call Center Server, you must open the configuration utility and click Apply. Then, you must stop and restart the SDP service. For more information, see “To activate modifications to multicast rates” on page 82.
Activating modifications to multicast rates and RSM settings When you modify multicast rates, RSM continues to transmit data at the original rate until you open the Multicast Controller utility and click Apply. Then, activate the change on Symposium Call Center Server by stopping and starting the Statistical Data Propagator (SDP) service.
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You must also stop and start the SDP service when you modify the following RSM settings: the multicast IP group, TTL and IP port settings. ATTENTION
When you stop the SDP service, Symposium Call Center Server stops sending RSM data to the Symposium Web Client application server, and real-time displays do not receive data during this time; therefore, Nortel Networks recommends that you stop and start the SDP service during non-peak hours.
To activate modifications to multicast rates When you change a multicast rate in the RTD Multicast Configuration utility, you are only modifying the default value, not the current transmission rate. RSM continues to transmit data at the current rate until you open the RTD Multicast Controller utility and click Apply. After you click Apply in the RTD Multicast Controller utility, you must stop and restart the SDP Service. 1
Navigate to the folder in which the utility is installed: [drive]:\Nortel\iccm\bin
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Double-click MulticastCtrl.exe. Result: The RTD Multicast Controller window appears.
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Click Apply.
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Click OK.
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Click Start ➝ Programs ➝ Administrative Tools ➝ Services. Result: The Services window opens.
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From the list of services, select the SDP_Service.
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Click Stop.
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Click Start. Result: The system retrieves the new multicast rates from the appropriate registry, and RSM begins transmitting at the new rate.
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Click Close. Tip: If you are having problems stopping and starting the SDP_Service, you can temporarily disable it. When you disable the SDP_Service, it automatically stops running. After the service is disabled, reset it to start automatically, and then restart the service. a. In the Services window, click the SDP_Service. b. Click Startup. Result: The Service dialog box appears. c. Click Disabled. Result: The SDP_Service is disabled. d. Click OK to return to the Services window. e. With the SDP_Service highlighted, click Stop. Result: The SDP_Service stops. f.
Click Startup. Result: The Service dialog box appears.
g. Click Automatic. Result: The SDP_Service is set to automatically start when the system starts. h. Click OK to return to the Services window. i.
With the SDP_Service highlighted, click Start to restart the service.
j.
Click Close.
To activate modifications to the RSM settings: multicast IP group, TTL, and IP port 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Services. Result: The Services window opens.
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From the list of services, select the SDP_Service.
3
Click Stop.
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Click Start.
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Click Close. Tip: If you are having problems stopping and starting the SDP_Service, you can temporarily disable it. When you disable the SDP_Service, it automatically stops running. After the service is disabled, reset it to start automatically, and then restart the service. a. In the Services window, click the SDP_Service. b. Click Startup. Result: The Service dialog box appears. c. Click Disabled. Result: The SDP_Service is disabled. d. Click OK to return to the Services window. e. With the SDP_Service highlighted, click Stop. Result: The SDP_Service stops. f.
Click Startup. Result: The Service dialog box appears.
g. Click Automatic. Result: The SDP_Service is set to automatically start when the system starts. h. Click OK to return to the Services window.
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i.
With the SDP_Service highlighted, click Start to restart the service.
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Click Close.
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Testing the Real-time Statistics Multicast service Introduction After you have installed RSM on Symposium Call Center Server, or modified RSM and restarted SDP_Service, you can test the RSM service by using the Multicast Receive utility (mRcv.exe). The Multicast Receive utility displays statistical information according to the settings specified in a configuration file called mRcv.ini.
Configuring the Multicast Receive utility The Multicast Receive utility tests the RSM service’s send capabilities one port at a time. You can specify which IP address and port the utility should monitor in the [MCast] section of the mRcv.ini file. To modify the mRcv.ini file 1
Navigate to the folder in which the utility is installed: [drive]:\Nortel\iccm\bin
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Use a text editor to open mRcv.ini.
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Modify the IP address or the port number, or both. Note: The port numbers listed within the section bordered by # symbols in the.ini file are for reference only and list all of the acceptable port numbers that you can use in your test. See “Sample mRcv.ini file” on page 86 for an example of the information contained in a standard mRcv.ini file. Example If you want to test receipt of Skillset - Interval to date data, check the port number for Skillset - Interval to date in the .ini file, and then change the Port= setting in the [MCast] section to that port number. If Skillset - Interval to date = 6040 in the .ini file, the [MCast] section of the .ini file should be modified as follows:
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[MCast] IP=234.5.6.7 Port=6040 ATTENTION 4
The IP= value must match your IP multicast address.
Save the mRcv.ini file. After setting the parameters for your test, you can start mRcv.exe to begin the test. For more information, see “To start the mRcv application” on page 87.
Sample mRcv.ini file The sample below is the default mRcv.ini file provided by the Symposium Call Center Server installation. When you run the mRcv.exe utility, it uses this .ini file to display Skillset - Moving window data sent by RSM based on the settings in the [MCast] section at the bottom of the file (IP = 234.5.6.7 Port = 6050). Note: The list of port numbers in the mRcv.ini file is for reference only, and each line is “commented out” with the # symbol. You can use these port numbers as an easy-to-access list of valid ports that are being used in the system to display data. The only portion of the .ini file that can be modified is the [MCast] section at the bottom of the file. ########################################################### # # mRcv.ini file # # Valid port numbers are: # Application - Interval to date = 6020 # Application - Moving window = 6030 # Skillset - Interval to date = 6040 # Skillset - Moving window = 6050 # Agent - Interval to date = 6060 # Agent - Moving window = 6070 # Nodal - Interval to date = 6080 # Nodal - Moving window = 6090 # IVR - Interval to date = 6100 # IVR - Moving window = 6110 # Route - Interval to date = 6120 # Route - Moving window = 6130
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########################################################### [MCast] IP = 234.5.6.7 Port = 6050
To start the mRcv application 1
Navigate to the folder in which the utility is installed: [drive]:\Nortel\iccm\bin
2
Double-click mRcv.exe. Result: The Multicast Receive utility opens in a console window, displaying data from the port and IP address that you specified in the mRcv.ini file.
Note: mRcv.exe displays all data received on the selected port, including data that is not recognizable by RSM. All non-RSM data is identified as “Not recognized by RSM.”
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Installing and configuring application server software (Windows 2000 Server) In this chapter Overview
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Overview Introduction This chapter includes instructions for installing and configuring software on the application server when it is running Windows 2000 Server. For instructions specific to Windows Server 2003, see Chapter 4, “Installing and configuring application server software (Windows Server 2003).” Before you install Symposium Web Client software or any additional software on your application server, be sure to complete the “Pre-installation worksheet” on page 1051. Also, follow the “Installation checklist for Windows 2000 Server/ Advanced Server” on page 1063 to ensure that you install and configure all software in the correct order. If you are using the Real-Time Reporting component or the Agent Desktop Displays component, refer to Chapter 2, “Preparing Symposium Call Center Server” before you proceed with the instructions in this chapter. This chapter explains how to complete the following procedures:
installing and configuring Windows 2000 Advanced Server/Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended) installing additional required software before you install Symposium Web Client
installing Symposium Web Client software
configuring the application server
Note: Since there are no specific guidelines or restrictions regarding the number or size of the application server partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition.
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Section A: Windows 2000 Server guidelines
In this section Overview
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Overview Before you can install the required third-party software or the Symposium Web Client application, you must complete the following procedures:
Create an NTFS partition as the primary partition on the application server. Install Windows 2000 Advanced Server/Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), including SMTP and IIS on the primary NTFS partition.
After you install and configure your selected operating system, refer to “Installing additional software on the server” on page 101 for information about installing Active Directory and Sybase Open Client.
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Symposium Web Client and replication Introduction As an optional configuration, Symposium Web Client 4.5 application servers that are running Windows 2000 Server/Advanced Server can exist in a replication environment where there is more than one application server running in the same domain. In this configuration, each Symposium Web Client application server in the replication environment is a domain controller within the same domain. For details on how to set up a replication environment, refer to the applicable Microsoft documentation, which can be found at http://www.microsoft.com/windows2000/techinfo/reskit/en-us/default.asp?url=/ windows2000/techinfo/reskit/en-us/distrib/dsbh_rep_MQEG.asp (as of the date of publication). Replication causes certain Symposium Web Client data files to be copied between replicated servers. However, not all Symposium Web Client data is replicated. The following data is replicated between servers within the same domain:
access classes
partitions
private and graphical real-time reports
real-time report filters
The data listed above is exchanged between the Symposium Web Client 4.5 application servers, so that if it is changed on one server, it is replicated to the other application servers. No other Symposium Web Client data is replicated. The data that is not replicated includes
scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files
user-created historical reports that are imported into Symposium Web Client
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Emergency Help exported files
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Notes:
The version of the Symposium Web Client software must be the same on each server within the domain. The operating system must also be the same on all servers. When restoring data to a Symposium Web Client server that is replicated, you may need to carry out an authoritative restore. See the Microsoft documentation on Active Directory replication for more information. As of the date of publication, you can find this documentation at http://www.microsoft.com/windows2000/techinfo/reskit/en-us/ default.asp?url=/windows2000/techinfo/reskit/en-us/distrib/ dsbh_rep_jfbg.asp. Replication should not be used as a method of backing up Symposium Web Client data for the following two reasons: Not all Symposium Web Client data is replicated. You cannot use replication to roll back data to a specific time, which may be required. For more details on how to back up Symposium Web Client data, refer to “Backing up Symposium Web Client data in Windows 2000 Server” on page 936.
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If you have to perform a Symposium Call Center Server platform migration, after the migration is finished, Nortel Networks recommends that you restart each Symposium Web Client application server that connects to the affected server in Symposium Call Center Server.
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Windows 2000 Server/Advanced Server installation and configuration Introduction This section provides you with a high-level overview of the recommended configurations for Windows 2000 Advanced Server/Windows 2000 Server (with Service Pack 3 (minimum), Service Pack 4 or later [recommended]) that are specific to the Symposium Web Client application. This section is not intended to provide you with detailed procedures for installing Windows 2000 Server/ Advanced Server. For tips on installing the operating system software, see Appendix A, “Installation worksheets and checklists.” ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows 2000 Server/Advanced Server user called iceadmin, and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the iceadmin user account in Windows 2000 Server/Advanced Server. If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin, or as any other user.
Windows 2000 Server/Advanced Server installation checklist You can save time and effort by following the “Windows 2000 Server/ Advanced Server installation checklist” on page 1080. The items in this list describe the Windows 2000 Server components whose installation or configuration affect Symposium Web Client functions. Note: This information is not a comprehensive walk-through of the operating system’s installation process. For detailed information on Windows 2000 Server/ Advanced Server and how to install it, see the documentation that accompanies the Windows 2000 Server/Advanced Server installation CD. Planning, Installation, and Administration Guide
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Windows 2000 Server requirements When you install Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended), there are several Windows components in the installation process that are required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) Terminal Services and Terminal Services Licensing. ATTENTION
As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
Note: IIS and SMTP are automatically installed if you accept the default settings in the Windows Components Wizard. To install Terminal Services, you must scroll through the list of components and check the Terminal Services and Terminal Services Licensing boxes. For more information, see the “Windows 2000 Server/Advanced Server installation checklist” on page 1080. Note: Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server because it is a domain controller.
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Upgrading to Windows 2000 Server Service Pack 3 or later After you install Windows 2000 Server, you must upgrade to Service Pack 3 (minimum), Service Pack 4 or later (recommended). You can download the files from Microsoft’s web site, or install the files from CD-ROM.
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Applying security patches to the application server Introduction Given the number of operating system security patches and the complexity inherent in any network, Nortel Networks recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, then system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel Networks recommends that you follow Microsoft’s recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel Networks also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel Networks support organizations or your distributor. Whenever possible, Nortel Networks incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel Networks recommends that customers follow Microsoft’s guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required. Note: If Symposium Web Client does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of Symposium Web Client (from the backup you made before applying the patch). For added security, always check to see if Nortel Networks has already verified the Microsoft patch for its compatibility with Symposium 98
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Web Client by going to the Symposium Web Client section of the Partner Information Center (PIC) web site at https://app12.nortelnetworks.com/cgi-bin/mynn/home/ NN_prodDoc.jsp?BkMg=0&prodID=39141&prodName=Symposium+Call+Ce nter+Web+Client+&progSrcID=8026&whereClause=23&curOid=12460&progName=Products+by+Brand+(Do cumentation). On this page, under the Tools section heading, click the link for the Symposium Service Packs and Security Hotfixes Compatibility List.
What’s next? If you did not configure a DNS server during the Windows installation, Symposium Web Client cannot find the Symposium Call Center Server systems. In this case, your next step is to manually update the HOSTS table. For more information, see “Did you configure a name resolution server?” on page 1033. If you configured a DNS server during the operating system installation, and if you have the Windows 2000 Server/Advanced Server operating system, then your next step is to install Microsoft Active Directory. For details, see “Installing Microsoft Active Directory” on page 103.
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Section B: Installing additional software on the server
In this section Overview
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Overview This section outlines the installation and configuration of two additional software applications that are prerequisites for proper Symposium Web Client functionality:
Microsoft Active Directory You must install this software after you install Windows 2000 Server/Advanced Server, but before you install Symposium Web Client. Sybase Open Client version 12.5 You must install this software to use the Historical Reporting or Contact Center Management component of Symposium Web Client. You must install this application after you install Windows 2000 Server/Advanced Server, but before you install Symposium Web Client.
Note: If you require any other third-party software (such as third-party backup utilities or antivirus software), you must install it after you install Symposium Web Client.
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Installing Microsoft Active Directory Introduction Active Directory is an information storage framework used in Windows 2000 that is required to identify network components and characteristics of your network. You must install Active Directory if your operating system is Windows 2000 Server/Advanced Server. Active Directory is not designed to hold dynamic, constantly changing data. Information in Active Directory is data that needs to be accessed quickly, but that does not change frequently. For example, the names of users in a domain and the network printers available to those users are types of information that is constantly in demand within a domain, but that does not change often. In addition to this type of data, Symposium Web Client stores Access and Partition Management data, and some Historical Reporting and Real-Time Reporting data in Active Directory. For Symposium Web Client, you cannot use an existing installation of Active Directory on the application server if it was not installed according to the procedure in this section. Instead, you must install Active Directory according to the instructions listed in “To install Microsoft Active Directory” on page 104. The new installation of Active Directory does not affect your existing installation as it is within its own domain. Note: Before you install Microsoft Active Directory, ensure that you are logged on as the Administrator or with a user name that has administrator privileges, and ensure that the computer name of the server on which you are installing Active Directory is no more than 12 characters long. The computer name can only include any one of the 52 English alphabetic characters (“A” through “Z” in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, “-”). No other characters are allowed [for example, the name cannot include any underscores (_)].
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The following procedures for Active Directory installation are a guideline only. You may need to modify the installation process to meet existing requirements at your organization if you are already using Active Directory. ATTENTION
Even if you already have a domain controller set up for your organization, make sure that you set up the Symposium Web Client application server as a domain controller for a new domain. Microsoft Active Directory’s installation wizard prompts you to indicate the type of domain controller that you want to create, and allows you to create a new domain tree for Symposium Web Client. If you do not set up the application server as a separate domain, Symposium Web Client does not function properly. The Symposium Web Client application server must be configured as a domain controller in its own domain, in its own domain forest. Since each domain forest has a separate instance of Active Directory, the Symposium Web Client Active Directory is completely separate from a customer’s corporate Active Directory and does not interfere with its operation or maintenance.
To install Microsoft Active Directory 1
Click Start ➝ Run. Result: The Run dialog box appears.
2
In the Open box, type dcpromo, and then click OK. Result: The Active Directory wizard appears.
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Click Next. Result: The Domain Controller Type window appears.
4
Click Domain controller for a new domain to indicate that you are setting up the Symposium Web Client application server as the domain controller in the new domain tree (to which it will belong). Note: The Symposium Web Client application server must be configured as a domain controller in its own domain, in its own domain forest. Since each domain forest has a separate instance of Active Directory, the Symposium Web Client Active Directory is completely separate from a customer’s corporate Active Directory and does not interfere with its operation or maintenance.
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Click Next. Result: The Create Tree or Child Domain window appears.
6
Click Create a new domain tree. By creating a new domain tree, you ensure that the Symposium Web Client application server and any other domains that you add to the new domain tree at a later date share the same schema and configuration, and form a contiguous name space. For example, one domain can be symposium.webclient.com and another domain can be meridian.webclient.com. Both share the name space webclient.com, but are separate domain trees.
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Click Next. Result: The Create or Join Forest window appears.
8
Click Create a new forest of domain trees. By creating a new forest of domain trees, you indicate to Active Directory that you want to have multiple domain trees that share a common schema, configuration, and global catalog, but do not share a contiguous name space. For example, two domain trees (nortel.com and webclient.com) can belong to the same forest, but, with different names, do not form a contiguous name space.
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Click Next. Result: The New Domain Name window appears.
10
In the Full DNS name for new domain box, type <domain name>.com where <domain name> is the name of the domain tree (to which the application server will belong). However, sometimes your organization may require that you type a different format for the Full DNS name (for example, one containing the computer name, or another variation). A forest is a collection of one or more Windows 2000 domains that share a common schema and global catalog. Domain trees are used to index domain names. If you have multiple domain trees that do not form a contiguous name space (for example, the two domain trees nortel.com and webclient.com), then they form separate domain trees within the forest, instead of a single domain tree. For more information on domain trees and forests, consult the Microsoft web site.
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ATTENTION
If you did not install the Windows 2000 Server operating system and are unsure of the name that was assigned to this computer, open the System dialog box in Control Panel and check the Network Identification tab. If you included the computer name as part of the Full DNS name, note that it can be a maximum of 12 characters only, and can only include any one of the 52 English alphabetic characters (“A” through “Z” in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, “-”). No other characters are allowed [for example, the name cannot include any underscores (_)]. Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. You cannot change the domain name after you install Symposium Web Client. To change the domain name, you must uninstall and reinstall the software with the new name. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores.
11
Click Next. a. If you typed the computer name (the name of the Web Client application server) as part of the Full DNS name in step 10, and this name is registered in your LAN domain controller, then the Active Directory installer detects the registration and displays the following dialog box with a message indicating that the computer name you entered has been modified slightly to resolve name conflicts on the network:
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The Active Directory Installer adds a zero (0) to the computer name that you typed in the New Domain Name window. For example, if you typed “Tigris” as the domain name, Active Directory modifies it to “Tigris0” to create a new name and, therefore, resolve the name conflict.
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b. Click OK to close the dialog box. Result: The NetBIOS Domain Name window appears and displays a name for the NetBIOS domain. This is the first part of the fully qualified domain name that you entered in the New Domain Name window (or the computer name if you entered it as part of the Full DNS name).
ATTENTION
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Nortel Networks recommends that you do not change the name that appears in the Domain NetBIOS name box. If Windows 2000 Server’s setup discovers a name conflict, it modifies the name that you enter, adding a zero (0) at the end. Nortel Networks recommends that you do not remove the zero from the computer name displayed in the Domain NetBIOS name box. However, some organizations may require that you type a different Domain NetBIOS name.
Click Next. Result: The Database and Log Locations window appears.
13
In Database location and Log location, you can accept the defaults, type new paths, or click Browse and navigate to a new path for each location. The path and folder that appear in this window become the location of the
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Active Directory databases. Active Directory can be installed on any drive on the server, provided it has enough space. Note: The drive letter shown in the following graphic may not match the default drive letter that appears on your server. Choose the appropriate drive and path for the Active Directory database and log.
14
Click Next. Result: The Shared System Volume window appears.
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15
In Folder location, you can accept the default path, type a new path, or click Browse to navigate to a new path.
16
Click Next. Result: If a dialog box appears indicating that the Active Directory Installer was unable to contact the DNS server that handles the application server, this is normal.
Active Directory is unable to contact the DNS server because you have just created a new computer name that is not registered in the LAN DNS. If this dialog box does not appear, proceed to step 18. 17
Click OK to proceed with the installation. Result: The Configure DNS window appears.
18
Click Yes, install and configure DNS on this computer. Note: For proper Symposium Web Client functionality, you must select this option.
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Click Next. Result: The Permissions window appears.
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Click Permissions compatible with pre-Windows 2000 servers.
21
Click Next. Result: The Directory Services Restore Mode Administrator Password window appears.
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In the Password and Confirm password boxes, type the password for Directory Services on the application server. Tip: Nortel Networks recommends that you use the same password for Directory Services that you use to log on to Windows 2000 Server as the Administrator.
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Click Next. Result: The Summary window appears.
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Confirm the Active Directory options listed in the Summary window, and then click Next. Result: The Configuring Active Directory window appears. The system begins the installation when it completes the configuration.
Note: If you did not install and configure the DNS in step 18, the Skip DNS button appears. Do not click this button. DNS must be installed for Web Client to function properly. Result: When the system completes the installation, the Completing the Active Directory Installation Wizard window appears.
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Click Finish. Result: The Active Directory Installation Wizard’s restart dialog box appears.
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Click Restart Now. Result: The system restarts.
Configuring DNS on the application server To ensure that Active Directory functions properly, you must ensure that DNS is correctly configured by performing the following tasks: 1.
Ensure that the loop back address of the application server is configured as the preferred DNS server.
2.
Configure DNS to support forwarding.
3.
Stop and restart the Netlogon service.
To add the loop back address of the application server to the TCP/IP properties Perform this procedure on the application server after you have installed Active Directory and have restarted the server. This procedure helps you to avoid error messages that can occur when the loop back address of the application server is not listed at the top of the TCP/IP Properties window. 1
On the desktop, right-click My Network Places, and then click Properties.
2
Right-click the appropriate connection object, and then click Properties.
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Click Internet Protocol (TCP/IP), and then click Properties. Result: The Internet Protocol (TCP/IP) Properties window opens.
4
In the Preferred DNS server box, ensure that the loop back address (that is, 127.0.0.1) appears in the box and proceed to step 5. If the loop back address (that is,127.0.0.1) does not appear in the Preferred DNS server box, you must follow the steps below to set the preferred DNS server to 127.0.0.1. a. Click Advanced. Result: The Advanced TCP/IP Settings window appears. b. Click the DNS tab. Result: The DNS tab opens.
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c. In the DNS server addresses, in order of use box, select any IP addresses in the box and click Remove. d. Click OK. Result: A message appears warning you that the DNS server list is empty and that the local IP address will be configured as the primary DNS server address. e. Click OK. 5
Click OK.
6
Verify that 127.0.0.1 appears in the Preferred DNS server box of the Internet Protocol (TCP/IP) Properties window by repeating steps 1 - 3.
7
Close all windows to complete the procedure.
To configure DNS to support forwarding 1
Click Start ➝ Programs ➝ Administrative Tools ➝ DNS. Result: The DNS window appears.
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In the left pane, click the plus (+) sign next to the Forward Lookup Zone folder. Result: The folder expands.
3
If any of the subfolders in the Forward Lookup Zone folder start with “.”, right-click on the “.” folder and select Delete from the resulting popup menu.
4
In the left pane, right-click the DNS server icon, and select Properties from the resulting popup menu. Result: The server properties window appears.
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Click the Forwarders tab. Result: The Forwarders tab appears.
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Select the Enable Forwarders checkbox.
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In the IP address box, enter the address of the first DNS server to which you want to forward requests.
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Click Add.
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Enter any other DNS servers to which requests may be forwarded.
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Close all windows.
12
Restart the DNS server service.
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Restart the application server.
To stop and restart the Netlogon Service 1
Click Start ➝ Settings ➝ Control Panel.
2
Click Services. Result: The Services window opens.
3
From the list of services, select the Netlogon Service.
4
Click Stop.
5
Click Start.
What’s next? Install Sybase Open Client, and then install Symposium Web Client. Note: You must have the Symposium Web Client CD-ROM on hand for these next two procedures.
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Installing Sybase Open Client on the application server Introduction You must install Sybase Open Client version 12.5 to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the application server. Note: If you have Sybase version 12.0 installed on the application server, then you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the application server, then you must uninstall it before you install version 12.5. For information on uninstalling the software, see “Uninstalling Sybase Open Client” on page 986. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For details, see “To upgrade the Sybase 12.5 ODBC driver” on page 126. To verify the version of Sybase Open Client that is already installed If the server already has Sybase Open Client installed, perform the following procedure to verify the version of the software before upgrading to Sybase Open Client 12.5: 1
On the server, click Start ➝ Settings ➝ Control Panel.
2
Click System. Result: The System Properties window appears.
3
Click the Advanced tab.
4
Click Environment Variables. Result: The Environment Variables window appears.
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Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
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To install Sybase Open Client You can use this procedure to install Sybase Open Client version 12.5 for the first time, or to upgrade from version 12.0. Symposium Web Client only functions with Sybase Open Client 12.5. If the application server already has a version of Sybase installed that is newer than version 12.5, then you must uninstall it completely before installing version 12.5. For information on uninstalling Sybase software, see the “Uninstalling Sybase Open Client” on page 986. Tip: Insert the Symposium Call Center Web Client CD in the CD-ROM drive. 1
Click Start ➝ Settings ➝ Control Panel.
2
Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-clicked the Sybase Open Client version 12.5 setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Server Install Failure dialog box appears. This
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occurs because Terminal Services must be in Install Mode before you can install an application.
To switch Terminal Services to Install Mode, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode. 3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears.
6
Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D:\ is the CD-ROM drive.
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Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
8
Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
9
Click Standard Install, and then click Next. Result: The Choose Directory window appears.
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If you are installing the software for the first time, type a custom location in which to install the software, or accept the default location shown. Nortel Networks recommends that when you are upgrading from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E: in a folder called Sybase, then you type E:\Sybase. However, if you do not know this location, then
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you can type a custom location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
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When choosing a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears, displaying the components being installed.
12
Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files will be copied.
13
Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program. If you are upgrading to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/reinstall these Sybase files:
replace mchelp.dll Version 12.0 with version 12.5.0.0
replace mclib.dll Version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Since the file is optional, your choice does not affect the Sybase installation:
replace Power Dynamo Version 3.0.0 with version 3.5.2
If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. Note: If a window with the following message appears, click OK: COMCTL32.DLL - The system does not need this update.
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When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components. 14
Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION
Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
15
Click OK.
16
Close the Control Panel window. Continue with the procedure below, “To upgrade the Sybase 12.5 ODBC driver.”
To upgrade the Sybase 12.5 ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. Notes:
1
For further instructions, see the instructions.txt file, which is located in the EBF11113 folder on the Symposium Web Client CD-ROM. If you already have Sybase Open Client 12.5 installed on the application server and are upgrading Symposium Web Client 4.5 from one build to the next, then you must still perform this procedure to upgrade the Sybase Open Client 12.5 ODBC driver before upgrading the Symposium Web Client software. On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
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On the application server, reset IIS as follows: Symposium Call Center Web Client
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a. Click Start ➝ Run. b. In the Open box, type iisreset, and then click OK. 3
Install the updated driver, EBF11113, as follows: a. On the application server, open an MS-DOS prompt, and then navigate to the root directory of the Symposium Web Client CD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver, %SYBASE% is the environment variable containing the directory location of Sybase Open Client 12.5 software installed on the application server, and C:\EBF11113.TXT is the log file that you can use to verify if all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash ( / ), followed by the letter shown. 4
On the application server, verify that the system successfully updated the driver as follows: a. Click Start ➝ Programs ➝ Administrative Tools. b. Click the Data Sources (ODBC) icon. Result: The ODBC Data Source Administrator window appears. c. Click the Drivers tab. d. In the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. Note: If the ODBC driver version is not 4.10.00.49, then open the log file, C:\EBF11113.txt, to verify if there were any error messages recorded during the xcopy. Following a successful update, the text file contains results similar to those listed below:
EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp Planning, Installation, and Administration Guide
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EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
What’s next? Install Symposium Web Client.
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Section C: Installing the Symposium Web Client server
In this section Overview
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Overview Introduction The procedures in this section detail how to install Symposium Web Client on the application server when it is running the Windows 2000 Server operating system. The Web Client installation wizard requires approximately 5 minutes to acquire configuration information and to perform the installation. Before you begin, check for updates in any installation addenda posted on the appropriate web site:
http://www.nortel.com (for end customers)
http://www.nortel.com/prd/picinfo/ (for distributors)
Minimum requirements Note: The system requirements and installation procedures apply to Symposium Web Client and the Symposium Configuration Tool. Before you install and use Symposium Web Client, you must ensure that the following Windows components and third-party software have been installed and configured on the application server:
Windows 2000 Server/Advanced Server Service Pack 3 or later
Internet Information Services (IIS) with SMTP
Note: You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation.
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Microsoft Active Directory Terminal Services and Terminal Services Licensing (required only for the Script Manager or Editor portion of the Scripting component) Sybase Open Client version 12.5 (required for Historical Reporting and Contact Center Management) Symposium Call Center Web Client
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If the Symposium Web Client setup wizard does not detect these programs or components on the application server, it terminates the installation process. Before you install Symposium Web Client, you must decide if you are installing Symposium Web Client as the default web site on the application server, or if you are installing it as a virtual directory on an existing web site. See “Web sites and virtual directories” on page 1166 for more information on how to determine the type of web site that best suits your company’s needs. ATTENTION
Nortel Networks recommends that you install Symposium Web Client as the default web site, reserving the application server solely for the use of Symposium Web Client.
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Installing Symposium Web Client (Windows 2000 Server) Introduction You must have administrator privileges in Windows 2000 Server to install Symposium Web Client. After you install the software from the Symposium Web Client CD, apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. Service updates are no longer supplied on a supplementary CD for Symposium Web Client. To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Note: You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation. To install Symposium Web Client on the application server
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1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel.
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Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-clicked the Symposium Web Client setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Services Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
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To switch Terminal Services to Install Mode and install Symposium Web Client, select the Add/Remove Programs link in the dialog box. The Add/ Remove Programs window appears, and Terminal Services automatically switches to Install Mode.
4
Click Add New Programs.
5
Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
7
Click Next. Note: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum
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requirements listed on page 130 are not met. If all requirements are met, then the installation continues. Result: The Symposium Web Client Setup Wizard window appears.
8
Click Next. Result: If you are reinstalling Symposium Web Client, the system prompts you to restore customer data.
a. Click Yes if you want to restore previously saved data. b. Click No if you do not want the system to restore previously saved data. The system does not restore the data, but it does not delete the data
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from the application server. The data remains in a temporary folder on the application server. Result: The Key Code Information window appears.
9
Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
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Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information.
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b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client. 11
Click Next. Result: The Soap Configuration Parameters window appears.
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In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
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Click Next. Result: The Configuration Parameters window appears.
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In the Enter Active Directory Server name box, accept the default name of the Active Directory server, and then click Next. ATTENTION
Do not change this default name. This is the NetBIOS Domain name that was provided when Active Directory was installed on the application server. For more information, see “Installing Microsoft Active Directory” on page 103. If the default name that appears in the Enter Active Directory Server name box is different from the NetBIOS Domain name, an error message appears, indicating that you must ensure these two computer names are the same before the installation can continue.
Result: The Web Site Type window appears.
13
You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166.
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To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166. 14
Click Next. Result: The Setup Type window appears.
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Complete: Click Complete to install all Symposium Web Client components and proceed to 19.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Planning, Installation, and Administration Guide
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Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 17
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 18
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 21
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality.
22
In the Old Password box, type the old password for this account. Notes:
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You are required to type the old password if you are upgrading from Symposium Web Client Release 4.5 SU02 to a later release, or if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the Old Password in this step.
If you are installing Symposium Web Client for the first time, the Old Password box is disabled. In this case, skip to the next step.
If you are upgrading from Symposium Web Client Release 4.0 SU08, or Release 4.5 GA, then the previous password for this account is automatically supplied. In this case, skip to the next step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Changing the iceadmin user account password” on page 174.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Real-Time Reporting” on page 198.
24
In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates.
25
Click Next. Result: The Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: The Completing the Symposium Web Client Setup Wizard window appears.
27
Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
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What’s next? 1.
Download and apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at www.nortel.com. To register for this web site, follow the instructions listed at http://nortel.com/register.
2.
Upgrade the version of Internet Explorer that installs by default with Windows 2000 Server from Version 5.0 to Version 6.0 with Service Pack 1 or later so support personnel can access the application server. For details, see “Upgrading Internet Explorer on the application server” on page 152.
3.
Optionally, you can now install the XML automated assignments feature, which is used in conjunction with the Contact Center Management component. This feature enables you to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. For information on installing this feature, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841. If you do not want to install this feature, then proceed directly to upgrading Internet Explorer and configuring Symposium Web Client on the application server. For more information, see “Upgrading Internet Explorer on the application server” on page 152.
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Upgrading Internet Explorer on the application server You must upgrade the version of Internet Explorer that installs by default with Windows 2000 Server from Version 5.0 to Version 6.0 with Service Pack 1 or later so support personnel can access the application server. Notes:
The following procedure outlines how to upgrade Internet Explorer through the Microsoft utility on the Internet. When you perform this procedure, the utility enables you to upgrade only to Internet Explorer Version 6.0 Service Pack 1 (or later). While Nortel Networks recommends that you normally do not use the application server to download files directly from the Internet (since this can pose a security risk), the following procedure requires that you download the Internet Explorer upgrade package directly to the application server. If you have a security policy that prohibits you from downloading files from the Internet, then you must either request that a member of your IT support staff obtain and install the full Internet Explorer 6.0 Service Pack 1 package, or you must order the upgrade on CD-ROM from the following Microsoft web site: (http://www.microsoft.com/windows/ie/ordercd/ ie6sp1.mspx).
To upgrade Internet Explorer on the application server 1
Open Internet Explorer and, on the menu, click Help ➝ About Internet Explorer. Result: The About Internet Explorer window appears.
2
Click Update Information. Result: The Internet Explorer High Encryption Pack window appears in the browser.
3
In the Search box, type Internet Explorer 6.0.
4
Click Search. Result: The Search Results window appears.
5
Click the latest Internet Explorer 6.0 Service Pack. Result: The Internet Explorer 6.0 Service Pack and Internet Tools window appears.
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Select the language version of your choice, and then click Download Now. Result: The File Download dialog box appears with the Save this program to disk radio button selected by default.
7
Click OK and save the ie6setup.exe file to the folder of your choice. Note: You cannot run the ie6setup.exe file from the web site when upgrading the application server. You must save the file on the application server’s hard disk.
8
Click Start ➝ Settings ➝ Control Panel. Result: The Control Panel window appears.
9
Double-click Add/Remove programs. Result: The Add/Remove programs window appears.
10
Double-click Add New Programs. Result: The Add New Programs window appears.
11
Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
12
Click Next. Result: The Run Installation Program window appears.
13
Click Browse and navigate to the folder in which you saved the ie5setup.exe file that you downloaded from the Microsoft web site.
14
Click ie6setup.exe, and then click Open. Result: The Run Installation Program window reappears with the path to the ie6setup.exe file in the Open text box.
15
Click Next. Result: The Welcome to Setup for Internet Explorer and Internet Tools window appears.
16
Click I accept the agreement, and then click Next. Result: The Initializing Setup window appears briefly and is replaced by the Windows Update: Internet Explorer and Internet Tools window.
17
Click Next. Result: The Download Sites window appears.
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Select the region from which Windows should get any additional files required for Service Pack 1, and then click Next. Result: The Progress window appears and the installation begins. When the installation is complete, the Restart Computer window appears.
19
Click Finish to restart your system.
What’s next? Your next step is to configure Internet Explorer. For more information, see the procedure “Configuring Internet Explorer” on page 163.
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Installing or repairing individual Symposium Web Client components Introduction You can repair corrupted files for a component in Symposium Web Client by reinstalling that particular component. You can also add new Symposium Web Client components after the initial installation.
Repairing a damaged Symposium Web Client component You can repair a damaged Symposium Web Client component, using the Add/ Remove Programs feature in Windows. To repair a damaged Symposium Web Client component 1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel.
3
Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears. Note: If you double-clicked the Symposium Web Client setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Services Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application. To switch Terminal Services to Install Mode and install Active Directory, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode.
4
Select Symposium Web Client from the list of installed programs.
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Click Change. Result: The Welcome to the Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Program Maintenance window appears.
7
Click Repair.
8
Click Next. Result: The Ready to Repair the Program window appears. Note: You do not have to identify which components are malfunctioning. Symposium Web Client checks all of its components to identify those that require repair.
9
Click Next. Result: The Repair window appears and the repair process begins. A repair completion message appears when the repair is finished.
10
Click Finish to close the Repair window. Result: The Symposium Web Client Installer Information dialog box prompts you to restart your computer.
11
Click Yes to restart the system.
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Installing an individual Symposium Web Client component To install Real-Time Reporting, Historical Reporting, or Agent Desktop Displays in Symposium Web Client, run the Symposium Web Client installation program, enter a new keycode, and then install the component. After you add the Historical Reporting component, you must install and configure Simple Mail Transfer Protocol (SMTP) on the application server if you want to take advantage of Historical Reporting’s e-mail notification feature. See “To configure the SMTP server” on page 209. To install an individual Symposium Web Client component 1
Insert the Symposium Web Client CD in the application server’s CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel.
3
Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears. Note: If you double-clicked the Symposium Web Client setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Services Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application. To switch Terminal Services to Install Mode and install Active Directory, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode.
4
Select Symposium Web Client from the list of installed programs.
5
Click Change. Result: The Welcome to the Symposium Call Center Web Client Setup window appears.
6
Click Next. Result: The Program Maintenance window appears with the system default as Modify.
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Click Next. Result: The Custom Setup window appears and lists the Symposium Web Client components. The components that are not installed are preceded by an X.
8
Click the drop-down arrow beside the name of the component that you want to add. Note: You must install individual components from the Symposium Web Client application CD-ROM. You cannot install individual components from an upgrade setup.exe file.
9
On the resulting pop-up menu, click This feature will be installed on local hard drive.
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Click Next. Result: The Ready to Modify the Program window appears.
11
Click Install. Result: The Installing Symposium Call Center Web Client window appears with a status bar that displays the progress of the installation process. When the installation is complete, the Completing Symposium Call Center Web Client Setup Wizard window appears.
12
Click Finish. Result: The Symposium Call Center Web Client Installer Information window appears.
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Click Yes to restart the system.
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Section D: Configuring the server (Windows 2000 Server)
In this section Overview
162
Configuring Internet Explorer
163
Changing the iceadmin user account password
174
Configuring multiple language support
177
Configuring multiple language support in Agent Desktop Displays
192
Configuring Symposium Web Client components
197
Configuring Real-Time Reporting
198
Configuring Emergency Help
206
Configuring Historical Reporting
208
Configuring Scripting
217
Configuring Agent Desktop Displays
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Overview Introduction This section includes instructions on the following:
configuring Internet Explorer 6.0 Service Pack 1 (or later). You must perform this procedure on the application server if you want to use it as a client PC in Symposium Web Client. changing the iceadmin password (this procedure is optional) configuring Symposium Web Client for multiple language support (this procedure is mandatory only if you are working in multiple languages) configuring each of the Symposium Web Client components that you have installed before you use them (these procedures are mandatory)
For details, see the appropriate section below.
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Configuring Internet Explorer Introduction Within this section are instructions for configuring Internet Explorer 6.0 or later. You must configure this version of the browser (or later) on the application server if you want to use it as a client PC.
To configure Internet Explorer 6.0 or later When you configure Internet Explorer 6.0 or later with the latest supported service pack, you need not enable all cookies to view web sites that use cookies (such as Symposium Web Client). Instead, Internet Explorer 6.0 enables you to view these web sites by either configuring them as Trusted Sites and disabling cookies, or by customizing the cookie handling for these particular sites. Note: For information about security issues and Internet Explorer, see “ActiveX control security” on page 638. When you configure Internet Explorer 6.0 or later with the latest supported service pack, you have three configuration options. The step-by-step procedures for each option follow:
Option 1 Configure the application server as a Trusted Site and either disable all cookies, or block cookies to the desired level of security. Option 2 Do not configure the application server as a Trusted Site, but override cookie handling for the application server. With this option, you can use advanced cookie handling to disable session cookies. Option 3 Do not configure the application server as a Trusted Site and do not override cookie handling for the application server. Instead, set the slider on the Privacy tab to High, or use the advanced cookies settings to set the desired security level. In this latter case, however, you must select Always allow session cookies.
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Option 1 - To configure Internet Explorer 6.0 (with the application server set as a Trusted Site) Perform the following procedure to configure Internet Explorer 6.0 and later on the application server if you want to use it as a client PC. In this procedure, you set the application server as a Trusted Site and you disable all cookies, or set the cookie handling to the desired level of security. 1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
3
Click the Security tab.
4
Click the Trusted Sites icon.
5
Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
7
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX controls not marked safe for scripting
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first time it is required by the Contact Center Manager Administration component in which you are working. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control.
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Ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Symposium Call Center Web Client
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Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
10
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
11
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
12
Click the Privacy tab to choose the way you want to handle cookies:
To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top.
Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply.
14
Click the Security tab.
15
Click the Trusted Sites icon.
16
Click Sites. Result: The Trusted sites window appears.
17
Deselect the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, enter the server name or IP address for your application server.
19
Click Add. Note: If you used the fully qualified domain name in the SOAP Configuration Parameters window when you installed Symposium Web Client on the application server, then you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box, and then click Add.
20
Click Close to return to the Internet Options window.
21
Click the Local intranet icon.
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Click Custom Level. Result: The Security Settings window for the local intranet appears.
23
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
Download signed ActiveX controls
Finally, ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Note: If you select Prompt for the Download signed ActiveX controls item, the browser displays a security warning window when you first access a web page that needs to download signed ActiveX controls to your client PC. The window displays the digital certificate used to sign the control. 24
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
25
Click the Advanced tab.
26
Under Browsing, deselect the Reuse windows for launching shortcuts check box.
27
Click OK to exit the Internet Options window.
28
Restart Internet Explorer 6.0 to activate your changes.
Option 2 - To configure Internet Explorer 6.0 (do not set the application server as a Trusted Site and override cookie handling) Perform the following procedure to configure Internet Explorer 6.0 and later on the application server if you want to use it as a client PC. In this procedure, you do not configure the application server as a Trusted Site, and you override cookie handling for the application server. With this option, you can use advanced cookie handling to disable session cookies.
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1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
3
Click the Security tab.
4
Click the Internet icon.
5
Click Custom Level. Result: The Security Settings window for the Internet appears.
6
7
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX controls not marked safe for scripting
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first time it is required by the Contact Center Manager Administration component in which you are working. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control.
8
Ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls.
9
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
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10
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
11
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
12
Click the Local intranet icon.
13
Click Custom Level. Result: The Security Settings window for the local intranet appears.
14
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
Download signed ActiveX controls
Finally, ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Note: If you select Prompt for the Download signed ActiveX controls item, the browser displays a security warning window when you first access a web page that needs to download signed ActiveX controls to your client PC. The window displays the digital certificate used to sign the control. 15
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
16
Click the Privacy tab to override cookie handling for the application server web site.
17
Click Edit. Note: The Edit button is disabled if the slider is set to either Block All Cookies or Accept All Cookies. To enable the Edit button, move the slider to the desired level between these two settings. Result: The Per Site Privacy Actions window appears.
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18
In the Address of Web Site box, type the IP address of the Symposium Web Client application server.
19
Click Allow to enable your browser to always accept cookies for the application server.
20
Click OK.
21
Click Advanced. Result: The Advanced Privacy Settings window appears.
22
Select Override automatic cookie handling.
23
Choose the desired level of privacy for first-party and third-party cookies. To block all cookies, click Block.
24
To disallow session cookies, ensure the check box beside Always allow session cookies is unchecked.
25
Click Apply.
26
Click the Advanced tab.
27
Under Browsing, deselect the Reuse windows for launching shortcuts check box.
28
Click OK to exit the Internet Options window.
29
Restart Internet Explorer 6.0 to activate your changes.
Option 3 - To configure Internet Explorer 6.0 (do not set the application server as a Trusted Site, do not override cookie handling for the application server, but set the privacy to High and always allow session cookies) Perform the following procedure to configure Internet Explorer 6.0 with Service Pack 1 (or later) on the application server if you want to use it as a client PC. In this procedure, you do not configure the application server as a Trusted Site, nor do you override cookie handling for the application server. However, you set the privacy level for cookies to High, or you use the advanced cookie options to override cookie handling (in which case you must always allow session cookies). 1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
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3
Click the Security tab.
4
Click the Internet icon.
5
Click Custom Level.
Standard 7.02
Result: The Security Settings window for the Internet appears. 6
7
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Allow Scriptlets (applicable on Internet Explorer 7.0 only)
Initialize and script ActiveX controls not marked safe for scripting
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first time it is required by the Contact Center Manager Administration component in which you are working. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control.
8
Ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls.
9
Under the Downloads heading, ensure that Enable is selected for the following:
10
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Automatic prompting for file downloads
File download
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
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Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
12
Click the Local intranet icon.
13
Click Custom Level. Result: The Security Settings window for the local intranet appears.
14
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
Download signed ActiveX controls
Finally, ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Note: If you select Prompt for the Download signed ActiveX controls item, the browser displays a security warning window when you first access a web page that needs to download signed ActiveX controls to your client PC. The window displays the digital certificate used to sign the control. 15
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
16
Click the Privacy tab.
17
Choose the level of cookie handling: a. Drag the slider to High. OR a. To override automatic cookie handling, click Advanced. Result: The Advanced Privacy Settings window appears. b. Select Override automatic cookie handling. c. Click the desired level of security for first-party and third-party cookies.
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d. Select Always allow session cookies. e. Click OK. 18
Click Apply.
19
Click the Advanced tab.
20
Under Browsing, deselect the Reuse windows for launching shortcuts check box.
21
Click OK to exit the Internet Options window.
22
Restart Internet Explorer 6.0 to activate your changes.
Disable pop-up blockers For Contact Center Manager Administration components to function correctly, you must configure Internet Explorer to allow pop-ups from Contact Center Manager Administration. You can configure pop-ups in one of two ways: 1.
Allow pop-ups from Contact Center Manager Administration only
2.
Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select this option, pop-ups are permitted from all Web sites.
To allow pop-ups from Contact Center Manager Administration 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
3
Click the Privacy tab. Result: The Privacy page appears. If the Block pop-ups check box (for Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites and the Settings button is disabled. Clear the check box.
4
Click Settings. Result: The Pop-up Blocker Settings page appears.
172
5
In the Address of website to allow box, type the Contact Center Manager Administration URL.
6
Click Add.
7
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8
Click Apply.
9
Click OK.
To turn off the pop-up blocker for Internet Explorer 6.0 or later 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
3
Click the Privacy tab.
4
For Internet Explorer 6.0, clear the Block pop-ups check box. OR For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
5
Click Apply.
6
Click OK.
What’s next? You can now configure the Symposium Web Client components that you have installed on the application server. For details, see “Configuring Symposium Web Client components” on page 197.
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Changing the iceadmin user account password After you have installed Symposium Web Client and have specified a custom password for the iceadmin user account, you can change the password for this account by performing the procedure in this section. This procedure is optional. Note: If you have forgotten or misplaced the iceadmin password, then you must reset it. For details, see “Have you forgotten the iceadmin password?” on page 1035. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows user called iceadmin and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceadmin user account in Windows.If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin or as any other user.
To change the password for the iceadmin user account Note: You must be logged on as a user with administrator privileges before you perform this procedure.
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1
Click Start ➝ Programs ➝ Symposium Web Client ➝ Configuration.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
4
In the Old Password box, type the old password for this account.
5
In the New Password box, type the new password for the iceadmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Configuring multiple language support Introduction You can configure the Symposium Web Client application server so that you can connect to and work with a Symposium Call Center Server upon which a version of the software other than English has been installed. The steps that you must perform, however, vary according to the language in which you want to work. In addition to English, Symposium Web Client supports the following languages:
French
German
Traditional Chinese
Japanese
The Symposium Web Client CD-ROM includes a separate language pack for each of these languages. Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you have chosen.
Language families Language families can be identified by their character sets:
Latin-1 Windows uses the Latin-1 character set to display the Western European languages supported by Symposium Web Client (French and German). These languages fall into the Latin-1 family. Traditional Chinese and Japanese Both Traditional Chinese and Japanese have distinct multi-byte character sets and, therefore, belong to individual language families (the Traditional Chinese family and the Japanese family).
English is the exception in that it is not specific to character sets; it is included in all language families.
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For Symposium Web Client to function properly, the language family must be the same across all platforms in the network—the application server, client PCs, and Symposium Call Center Server. This means that you can mix operating systems across each of these platforms, as long as they belong to the same language family. Example: Latin-1 languages In your network, you can have a server in Symposium Call Center Server that has an English operating system, an application server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin-1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC’s browser determines the language in which the application appears. This is particularly useful if your call center supports multiple languages, such as English and French. In this scenario, agents in the call center can choose whether they want to view Symposium Web Client in English or French (or even German since it belongs to the same language family), just by changing the browser settings on their PC. Example: Japanese If you want to display and enter Japanese text in Symposium Web Client, then you must install the appropriate version of the Japanese operating system on the server in Symposium Call Center Server, the application server, and each client PC. You must also configure the server in Symposium Call Center Server to handle Japanese, install the Japanese language pack on the application server, and configure the browser’s language preferences for Japanese on both the application server and client PCs. In this scenario, agents in the call center can choose whether they want to view Symposium Web Client in English or Japanese just by changing the browser settings on their PC. Note: While it is possible to switch from Japanese to English and vice versa, it is not possible to switch from Japanese to Traditional Chinese since these languages belong to different language families.
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Overview of steps for configuring multiple language support The steps that you must perform for configuring multiple language support differ according to the language in which you want to work. For information on configuring systems to display French and German, see “Steps for Latin-1 configurations (French and German)” on page 179; for Japanese, see “Steps for Japanese configurations” on page 180; and for Traditional Chinese, see “Steps for Traditional Chinese configurations” on page 182. Note: You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Steps for Latin-1 configurations (French and German) On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. Ensure that you have installed Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended) with Latin-1 language support (or the localized version of the operating system).
ATTENTION
When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the language pack of your choice (either French or German). For more information, see “To install a language pack” on page 183.
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In Internet Explorer, change the language preferences to display the language of your choice. For more information, see “To set the language preferences in Internet Explorer” on page 188. Edit the locales.dat file to reflect the Latin-1 language family. For more information, see “To edit the locales.dat file” on page 190.
On the client PCs:
In Internet Explorer, change the language settings to display the language of your choice. For more information, see “To set the language preferences in Internet Explorer” on page 188.
Note: If the operating system on the application server, client PC, and Symposium Call Center Server belongs to the same language family, and you have installed the French and German language packs on the application server, then users in the same call center can view Symposium Web Client in French, English, or German simply by changing the language preference settings in their browser. This is particularly useful in a call center that supports multiple languages, such as English and French. On Symposium Call Center Server
Ensure that the Symposium Call Center Server Release 4.0 or 4.2 US English software is installed, along with the US English version of Windows 2000 Server (or the appropriate localized version).
Steps for Japanese configurations On the application server
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Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed.
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Ensure that you have installed the Japanese version of Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended).
ATTENTION
When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the Japanese language pack. For more information, see “To install a language pack” on page 183. In Internet Explorer, change the language preferences to display Japanese. For more information, see “To set the language preferences in Internet Explorer” on page 188. On the application server, change the Windows regional settings to Japanese. For more information, see “To change the Windows Regional Settings” on page 189. Edit the locales.dat file to reflect the Japanese language family. For more information, see “To edit the locales.dat file” on page 190.
On the client PCs:
Install the Japanese version of the operating system (Windows 2000/XP/ Server 2003). In Internet Explorer, change the language settings to display Japanese. For more information, see “To set the language preferences in Internet Explorer” on page 188.
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On Symposium Call Center Server:
Ensure that the NS040206SU08S PEP (or later) and the N10402JAPANESE PEP are installed on a server running the Symposium Call Center Server Release 4.2 US English software. Ensure that the Japanese version of Windows 2000 Server is installed.
Steps for Traditional Chinese configurations On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. Ensure that you have installed the Traditional Chinese version of Windows 2000 Advanced Server or Windows 2000 Server with Service Pack 3 (minimum), Service Pack 4 or later (recommended).
ATTENTION
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When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the Traditional Chinese language pack. For more information, see “To install a language pack” on page 183. In Internet Explorer, change the language preferences to display Traditional Chinese. For more information, see “To set the language preferences in Internet Explorer” on page 188. On the application server, change the Windows regional settings to Traditional Chinese. For more information, see “To change the Windows Regional Settings” on page 189. Edit the locales.dat file to reflect the Traditional Chinese language family. For more information, see “To edit the locales.dat file” on page 190. Symposium Call Center Web Client
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On the client PCs:
Install the Traditional Chinese version of the operating system (Windows 2000/XP/Server 2003). In Internet Explorer, change the language settings to display Traditional Chinese. For more information, see “To set the language preferences in Internet Explorer” on page 188.
On Symposium Call Center Server:
Ensure that the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP are installed on a server running the Symposium Call Center Server Release 4.2 US English software.
To install a language pack The Symposium Web Client CD-ROM includes four language packs:
French
German
Japanese
Traditional Chinese
Follow the procedure in this section to install a language pack on the application server. Notes:
Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. For more information, see “To uninstall a language pack” on page 187. To work in multiple languages in the Agent Desktop Displays component, you must perform a different series of steps. For more information, see “Configuring multiple language support in Agent Desktop Displays” on page 192.
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1
Click Start ➝ Settings ➝ Control Panel.
2
In the Control Panel window, click Add/Remove Programs.
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Result: The Add/Remove Programs window appears.
Note: If you double-clicked the .exe file for the language pack on the Symposium Web Client CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
To switch Terminal Services to Install Mode and install the language pack, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode. 3
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Symposium Web Client CD-ROM, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
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In this folder, click the .exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
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Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing Symposium Web Client - X Language Pack window appears (where X is the language you have chosen).
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The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Tip: You can view the language packs that you have installed on the server by clicking Start ➝ Settings ➝ Control Panel. Then click Add/Remove Programs. The Add/Remove Programs window lists the language packs installed on the server and their version numbers.
To uninstall a language pack Note: Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. 1
Click Start ➝ Settings ➝ Control Panel.
2
In the Control Panel window, click Add/Remove Programs.
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In the Add/Remove Programs window, highlight the language pack that you want to uninstall.
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Click Remove.
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The program asks you to confirm your choice. Click Yes.
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The program removes the language pack from the application server.
To set the language preferences in Internet Explorer You must perform this procedure on each client PC that will be connecting to the application server to use Symposium Web Client. Perform this procedure on the application server only if you will also be using it as a client PC. Note: In addition to these steps, you must also set the proper security level settings in the browser. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 1
In Internet Explorer, click Tools ➝ Internet Options. Result: The Internet Options window appears.
2
Click Languages. Result: The Language Preferences window appears.
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Verify that the language you want to use appears in the Language box. The codes for the languages supported by Symposium Web Client are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
If the language does not appear in the box, then you must add it as follows: a. Click Add. Result: The Add Language window appears. b. From the list of languages, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window. c. Proceed with the next step to move the language to the top of the box.
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If the language you want to use appears in the box, then you must move it to the top of the list as follows: a. In the Language box, click the appropriate language. b. Click Move Up until the language appears at the top of the box. c. Click OK to close the Language Preferences window.
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Click OK to close the Internet Options window.
To change the Windows Regional Settings You must change the Regional Settings on the application server if you are using either the Japanese or Traditional Chinese versions of Symposium Web Client. It is not necessary to perform this procedure if you are using the English, French, or German versions of the software because all of these languages display properly with the Regional Settings set to the default language, English.
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1
On the application server, click Start ➝ Settings ➝ Control Panel.
2
Double-click the Regional Options icon. Result: The Regional Options window appears.
3
From the Your locale drop-down list on the General tab, choose the appropriate locale:
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
4
In the Language settings for the system box, click the check box beside the appropriate language (either Traditional Chinese or Japanese).
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Click Set default. Result: The system asks if you want to install additional language files from your operating system CD.
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Insert your operating system CD into the server, and then click OK.
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When the system has finished installing the files, click OK to save your changes and close the Regional Options window.
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Close the Add/Remove Programs window.
To edit the locales.dat file To edit the locales.dat file, you can use the utility that comes with Symposium Web Client and is stored on the application server. You can access this utility from any client PC (or from the application server, when used as a client PC) by first logging on to Symposium Web Client, and then opening the utility through the browser window. The utility enables you to configure the system to handle the character set of the language family with which you want Symposium Web Client to work. 1
From any client PC (or the application server when used as a client PC), open Internet Explorer and log on to Symposium Web Client.
2
In the browser’s address box, type the following: http://localhost/locales.asp where localhost is the name or IP address of the application server.
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Press Enter. Result: The utility opens.
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Click Browse to navigate to the c:/sybase/locales/locales.dat file, where c: is the drive on which you installed Sybase Open Client v.12.5.
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From the Language Option drop-down list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
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Click Set Locale to save your changes.
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You can now continue working in Symposium Web Client.
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Configuring multiple language support in Agent Desktop Displays Introduction To work in multiple languages in Agent Desktop Displays (ADD), you must first install the ADD server software containing the translated language components on the application server. This version of the software is available on the Symposium Web Client 4.5 CD-ROM as part of the general Symposium Web Client software installation. Then you must install the client portion of the ADD software on each client PC that will be used to launch Agent Desktop Displays. For more information on installing the client software, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661.
Changing the language in which you view displays To change the language in which you view the displays, log on to Agent Desktop Displays, and then right-click the display. A series of languages appears in a menu, enabling you to choose the language in which you want to work. The languages available are only those for which there are localized strings installed. These languages must also belong to the same language family as the operating system of the client PC on which Agent Desktop Displays is installed. For example, if you have installed the ADD client software on a PC that is running the French version of the Windows operating system, then multilingual agents who share this same PC can switch from French to English or German simply by choosing the language from the menu. These languages belong to the same language family as French and, therefore, the translated versions of ADD are included in the ADD client installation.
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Note: If you already have the correct version of the ADD client software installed on the client PCs, when you install the software on the application server, it automatically upgrades the ADD client installation with the translated text. If you do not have ADD installed on the client PC, then you must manually install the ADD software with the language pack content on each client PC. Consult the table below for the ADD client versions supported by the automatic multi-language support upgrade.
Versions of ADD client software and multiple language support Note: If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you need Administrator privileges to install Agent Desktop Displays. Version of ADD software installed on client PC
Steps to configure multiple language support on client PC
Earlier version than build 04.02.011.00 (SU08).
On the application server, install ADD with multi-language support from the Symposium Web Client CD-ROM version 04.02.016.04 (or later). This installation automatically upgrades the software on each client PC with the translated versions of ADD for all languages supported.
No ADD software is installed.
If there is no ADD software installed on the client PCs, then, after you install the Symposium Web Client software on the application server, you only have to install the client ADD software by following the normal installation instructions. For more information, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661.
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Configuring multiple language support in Agent Desktop Displays Release 4.2 SU08 If you have reverted back from Symposium Web Client and Agent Desktop Displays Release 4.5 to Release 4.2 SU08 (build 04.02.011.00 [SU08]), then there are some additional steps that you must perform to ensure that you can work with the Agent Desktop Displays software in multiple languages. You must perform the following main steps: 1.
Install the Symposium Web Client and Agent Desktop Displays Release 4.2 SU08 software on the application server.
2.
Install the Agent Desktop Displays 04.02 SU08 language pack on the application server.
3.
Only if the client PCs already contain the Agent Desktop Displays Release 4.2 SU08 software, you must uninstall this software from each client PC. Then you must copy the setup.exe file from the ADD Client folder on the application server, and paste it and run it on every Agent Desktop Displays client PC.
Notes:
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If you had already installed the client portion of Agent Desktop Displays Release 4.2 SU08 on all the client PCs before you install the language pack on the application server, then you must uninstall all client Agent Desktop Displays software, and then reinstall it by first installing the language pack and then copying the setup.exe file from the ADD Client folder on the application server. Finally, you must paste and run this setup.exe file on every Agent Desktop Displays client PC. If you have a version of Agent Desktop Displays installed on the client PCs that is earlier than Release 4.2 SU08, then you do not have to uninstall this software and you do not have to manually paste and run the setup.exe file on each client. Instead, you only have to install the Release 4.2 SU08 language pack on the application server, and then run Agent Desktop Displays from each client PC. The program automatically updates the required files.
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To install the Agent Desktop Displays language pack on the application server Notes:
Perform this procedure only if the application server already has Symposium Web Client and Agent Desktop Displays 4.2 SU08 installed. You require the application WinZip for this procedure.
1
Insert the Symposium Web Client 4.2 SU08 CD-ROM into the application server and navigate to the Language Packs folder at the root directory of the CD.
2
In this folder, double-click the file Symposium Web Client - ADD Language Pack.zip.
3
From the WinZip viewer, extract the files to a location of your choice on the application server.
4
Locate and double-click the file ADD Language Pack(GA Build).exe. Result: The system installs the Agent Desktop Displays language pack.
5
Based on the version of the Agent Desktop Displays client software installed on the client PCs, you have various options, as follows:
6
If the client PCs do not contain any version of the Agent Desktop Displays client software, then you only need to install the client software for Release 4.2 SU08 according to the regular procedure, and you do not need to continue with the remaining steps in this procedure. For details, see “To install and configure Agent Desktop Displays on a client PC” on page 662. If the Agent Desktop Displays client PCs contain a version of the software that is earlier than Release 4.2 SU08, then you do not have to continue with this remaining steps in this procedure. Instead, you only need to connect to the application server to automatically install the required language files. If the Agent Desktop Displays client PCs already have the Agent Desktop Displays Release 4.2 SU08 software installed, then you must uninstall it from each PC before proceeding to the next step in this procedure. To uninstall the software, use the Add/Remove Programs feature of Windows. When the software has been removed from each client PC, proceed with the next step.
On the application server, navigate to the following folder:
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C:\Program Files\Nortel Networks\WClient\Apps\ADD\ADD Client where C: is the drive on which Symposium Web Client Release 4.2 SU08 is installed. 7
In this folder, copy the file setup.exe.
8
Paste this file on the Agent Desktop Displays client PC.
9
On the client PC, double-click this setup.exe file. Result: The system installs the required files.
10
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Perform steps 8 and 9 on each Agent Desktop Displays Release 4.2 SU08 client PC.
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Configuring Symposium Web Client components Before you can use Symposium Web Client, you must configure the components you have installed on the application server. The following table provides a high-level overview of items that you must configure: For the following component
you must configure
Real-Time Reporting
the sending and receiving IP multicast addresses on the application server.
Agent Desktop Displays
the Configuration Parameters window on the application server.
Historical Reporting
SMTP, printers, and file export folders.
Scripting
the Terminal Services user in Active Directory, access rights to the Scripting component, Terminal Services, and the printer.
Emergency Help
the sending IP multicast address that the application server uses to send Emergency Help messages to client PCs.
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Configuring Real-Time Reporting Introduction For Web Client’s Real-Time Reporting component to function properly, you must configure two different IP multicast addresses:
the application server’s receiving IP multicast address (the address it uses to receive multicast data from Symposium Call Center Server; it is the same as the IP multicast address on Symposium Call Center Server) the application server’s sending IP multicast address (the address it uses to send multicast data)
Note: The application server’s sending and receiving IP multicast addresses must be different. The application server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. Note: The IP multicast address that the server in Symposium Call Center Server uses to send data must be configured on Symposium Call Center Server. This address is listed in the IP Multicast Group box. For details, see the Symposium Call Center Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you have configured the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the application server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information on these icons, see “Multicast and unicast icons in real-time displays” on page 1026.
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Note: The unicast communication option applies only between the application server and the client PCs. Since the application server receives all the raw data from each server in Symposium Call Center Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dialup links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. Note: If you choose, at a later date, to multicast-enable your entire network, you may do so without having to upgrade Symposium Web Client. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the application server) to multiple receivers (client PCs) who want to receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. This type of data transmission enables users to view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Displays, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the application server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network.
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the application server to the client computer, one for each statistic type in the collection. Unicast data transmission enables users to view
nodal real-time displays only if there is an application server located at each Symposium Call Center Server node in the network both nodal and network-consolidated real-time displays if the network between the application server and each server in Symposium Call Center Server is multicast enabled
Note: Agent Desktop Displays and Emergency Help notifications are not available on client PCs that only receive unicast data.
To configure Real-Time Reporting 1
Click Start ➝ Programs ➝ Symposium Web Client ➝ Configuration. Result: The Real-Time Reporting window appears.
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Click the RTR Registry Settings icon in the right pane of the console window. Result: The RTR Properties window appears.
3
In the IP Receive Address and IP Send Address boxes, type the correct address information. The IP Receive address in Symposium Web Client must be the same as the multicast IP address in Symposium Call Center Server; however, it must be different from the IP Send address in Symposium Web Client. ATTENTION
If the server in Symposium Call Center Server is part of a networked call center, all servers in Symposium Call Center Server within the network must have the same multicast IP address. The IP Receive address for Symposium Web Client must match the common multicast IP addresses of the servers in Symposium Call Center Server (the address the servers use to send multicast data).
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Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the application server. Note: The fastest rate at which multicast data from Symposium Call Center Server reaches the end user in Symposium Web Client is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Symposium Call Center Server to the Symposium Web Client application server (For more information on Multicast Rates, see “Modifying RSM settings and multicast rates” on page 77.)
the Output Rate at which the application server outputs data to client PCs
the Transform Rate at which the application server processes data Example If the Symposium Call Center Server Multicast Rate is set to 2 seconds, the application server Transform Rate is set to 1 second and the application server Output Rate is 7 seconds, then the data on the client PC will not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. If you want to decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the application server. You should notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information on adjusting rates and assessing performance, see the Nortel Networks Symposium Call Center Server CapTool User’s Guide.
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Accept the default value in the OAM Timeout box (10 000). ATTENTION
You may have to increase this value if the following occurs: When creating or viewing a partition in Access and Partition Management, you cannot see any partition elements in the right pane. This can occur when there is a large amount of data stored on Symposium Call Center Server and the network is slow. If you increase the OAM Timeout value, it provides more time for the partition elements to be collected on a per-server basis. It is recommended that you increase this value in increments of 10 000 (milliseconds).
6
In the Transmission Options area, click the radio button beside the transmission mode that is required for the site. Choose Multicast only if your network supports multicast traffic (recommended), Unicast only if you do not want any multicast traffic on your network, or Multicast and Unicast if you want to support both transmission types.
7
Nortel Networks recommends that you leave the Compress Realtime Data Packets check box checked, the same as the default setting. If you deselect this check mark, then you disable real-time data packet compression.
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If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the bottom of the window.
9
In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. Note: The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Since each open display adds CPU load on the application server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. Once this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An error message is logged on the application server to indicate the limit was reached, and a message appears on the client, indicating that the connection is not allowed. For guidance on entering the appropriate value, refer to “Unicast LAN/WAN impact” on page 62.
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Click the Restart Real Time Reporting Service check box so that it is checked.
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Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes once the service has restarted successfully.
12
Click Console ➝ Exit to close the Nortel Networks Applications Configuration window.
What’s next? Configure Emergency Help on the application server. See “Configuring Emergency Help” on page 206 for more information.
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Configuring Emergency Help To configure Emergency Help Note: The Emergency Help component only functions if you are using the multicast communication method from the application server to the client PC. 1
Click Start ➝ Programs ➝ Symposium Web Client ➝ Configuration.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The EH Properties window appears.
4
In the IP Send Address box, type the IP address to which the Symposium Web Client application server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the application server uses to send Real-Time Reporting and Agent Desktop Displays data to client PCs. Consult the “Pre-installation worksheet” on page 1051 to verify the IP Send address that you chose for the application server to send Emergency Help data to client PCs (item 16 of the worksheet).
5
Click the Restart Emergency Help Service check box.
6
Click OK.
If you do not click the Restart Emergency Help Service check box, the system prompts you to do so.
What’s next? Configure Historical Reporting on the application server. See “Configuring Historical Reporting” on page 208 for more information.
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Configuring Historical Reporting Introduction To ensure that the Historical Reporting component functions properly in the Symposium Web Client application, you must complete the following tasks:
Verify that SMTP is installed.
Configure SMTP.
Set up a default printer on the application server.
Set up a shared folder for exporting files.
When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure a Simple Mail Transfer Protocol (SMTP) server on the application server. Note: To use SMTP, Internet Information Services (IIS) and Microsoft Active Directory must be installed on the application server. For more information, see “System requirements” on page 39.
To verify that an SMTP server is installed 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
2
Click the plus sign (+) beside the name of the Symposium Web Client application server. Result: If one of the branches that appears on the application server tree is Default SMTP Virtual Server, then an SMTP server is installed.
Once you have verified that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting.
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To configure the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Symposium Web Client should send e-mail notifications. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears, displaying the domain tree in the left pane.
2
Click the plus sign (+) beside the name of the Web Client application server to expand the application server tree.
3
Right-click the Default SMTP Servers branch, and then select Properties from the resulting pop-up menu. Result: The Default SMTP Virtual Server Properties window appears.
4
Click the Delivery tab.
5
Click Advanced. Result: The Advanced Delivery window appears.
6
In the Fully qualified domain name box, type the domain name of the Symposium Web Client application server:
7
Click Check DNS to validate the domain name.
8
In the Smart Host box, type the host name of the Microsoft Exchange server. Note: The Smart Host name should be the name of a valid mail server. If you are unsure of the name of your mail server, and your company uses Microsoft mail server software, you can check the name of your mail server by opening the Mail dialog box in Control Panel on a client PC with e-mail services. a. Click Start ➝ Settings ➝ Control Panel. b. Double-click the Mail icon. Result: An MS Exchange Settings Properties dialog box appears. c. Click the Services tab.
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d. In The following information services are set up in this profile section, click Microsoft Exchange Server. e. Click Properties. The Microsoft Exchange Server dialog box appears. The name of the mail server appears in the Microsoft Exchange server box. 9
Click the Attempt direct delivery before sending to smart host check box.
10
Click the Perform reverse DNS lookup on incoming messages check box.
11
Click OK to close the Advanced Delivery window.
12
Click the Access tab.
13
Click Authentication.
14
Deselect the check mark in the Basic authentication check box.
15
Click OK to close the Authentication window.
16
Click Connection. Result: The Connection window appears.
17
Click All except the list below.
18
Click OK.
19
If you want to track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Click the Enable logging check box. c. Select a format from the Active log format.
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Click the Message tab.
21
Ensure all check boxes are checked.
22
In the Send copy of Non-Delivery report to box, type the e-mail address of the person who monitors the Non-Delivery report.
23
Click OK to close the Default SMTP Virtual Server Properties window.
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To set up a default printer There are two procedures for you to choose from when setting up a printer to print scheduled historical reports and scripts. You can add
a network printer that has its own IP address a network shared printer that is connected to a print server other than the application server
Choose the procedure that is most appropriate for your organization. Note: You can set up as many printers as your operating system supports. You can use any of these printers to print reports and scripts, provided that they are configured according to the procedure below. Regardless of the number of printers that you have configured, the combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message saying the system could not process the request. This supervisor must try to generate the ad hoc report again later, after the first five reports have been generated (or schedule the report to run later). This limitation also applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be output at noon, then only three ad hoc reports can be generated at this time, bringing the total to five. To set up a default network printer that has its own IP address To use a network printer to print scheduled reports from the Historical Reporting component and scripts from the Scripting component, you must add and configure the printer on the application server while logged on as the administrator.
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If you require additional information on adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your call center. Consult your Microsoft documentation or the online Help in Windows 2000 for proper printer setup and configuration. Click Start ➝ Programs ➝ Administrative Tools ➝ Configure Your Server ➝ Print Server ➝ Learn More, and then type Choosing and configuring a port in the Search box. The following procedure is valid for network printers that have a standard TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start ➝ Settings ➝ Printers. Result: The Printers window appears.
2
Double-click the Add Printer icon. Result: The Add Printer window appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local Printer is selected.
5
Deselect the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select the Printer Port window appears.
7
Select Create a new port.
8
From the Type drop-down list, select Standard TCP/IP Port.
9
Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
10
Click Next. Result: The Add Port window appears.
11
In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
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Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
13
Click Finish. Result: After a few moments, the Add Printer Wizard window reappears.
14
In the Manufacturer and Printer boxes, select the appropriate information for your printer.
15
Click Next. Result: The Name Your Printer window appears.
16
Type the printer name. Result: The Printer Sharing Window appears.
17
Accept the default with Share as selected.
18
Click Next. Result: The Location and Comment window appears.
19
Type information in the Location box and Comment box (optional).
20
Click Next. Result: The Print Test Page window appears.
21
Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
22
Click Finish.
To set up a network shared printer connected to a print server other than the application server The following procedure outlines how to set up a default network printer that is connected to a print server other than the application server (for example, a UNIX server). You perform the procedure on the application server by pointing to the print server on your network. Note: If the print server is a UNIX computer, you must select an LPR port when configuring the printer on the application server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the application server. You can install this utility from the Windows Planning, Installation, and Administration Guide
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2000 Server CD by clicking Add/Remove Programs ➝ Windows Components ➝ Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start ➝ Settings ➝ Printers. Result: The Printers window appears.
2
Double-click the Add Printer icon. Result: The Add Printer Wizard appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local Printer is selected.
5
Clear the Automatically detect and install my Plug and Play printer check box.
6
Click Next. Result: The Select the Printer Port window appears.
7
Click Create a new port.
8
From the Type drop-down list, select LPR port.
9
Click Next. Result: The Add LPR Compatible Printer window appears.
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10
In the Name or address of server providing lpd box, type the DNS name or IP address of the print server.
11
In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
12
Click OK to close the window and return to the Wizard.
13
Follow the remaining prompts in the wizard to finish installing the printer.
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To export files from Historical Reporting To the application server To export scheduled report files to the application server, in the Output box on the Report Properties window, type the path to the shared folder where the report will be output. The path must have the format \\[application server name]\[shared folder name]\[file name], without the file extension. Example: You want to output the Agent Performance report to a shared folder on the application server. The application server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent. You type \\appsrvr\reports\agent in the Output box. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the application server (or alternatively, create separate shared folders with read/delete access for each applicable user). For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. To a client PC You can only export files to client PCs that are within the same domain as the application server. To output scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder where the report will be output. The path must have the format \\[client PC computer name]\[shared folder name]\[file name], without the file extension. When you create the shared folder on the client PC where the application server can send the output file, you must map to this folder from the application server. You must also grant write access privileges to this folder for Everyone. For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. If you require additional information on creating and mapping folders, see your Microsoft documentation. Note: The combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message Planning, Installation, and Administration Guide
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saying the system could not process the request. This supervisor must try to generate the ad hoc report again later, after the first five reports have been generated (or schedule the report to run later). This limitation applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be output at noon, then only three ad hoc reports can be generated at this time, bringing the total to five.
What’s next? Configure Scripting on the application server. See “Configuring Scripting” on page 217 for more information.
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Configuring Scripting Introduction To use the Scripting component, you must perform the following procedures:
Configure the Terminal Services user account in Active Directory.
Provide access rights to the Scripting component.
Configure Terminal Services.
Activate the Terminal Services License Server.
Set up a default printer on the application server.
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Accessing Scripting To access the Scripting component, users must connect to the application server using Terminal Services. You must configure a unique Terminal Services user account in Active Directory, and grant this user certain access rights and permissions to the Scripting component that resides on the application server. ATTENTION
As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
To configure the Terminal Services user account in Active Directory The following procedure creates the TsInternetUser account in Active Directory, an account that enables all users who have access to the Terminal Services Client to log on to Terminal Services on the application server without entering a user ID or password. If you want to create a more secure environment for this component, you can create one or more accounts of your choice in Active Directory and require that users enter both a user ID and password, or only a password for these accounts each time they log on to the Scripting component. For more information, see “Configuring Terminal Services in a secure environment” on page 305.
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Note: If you create a more secure environment by creating and using the Active Directory account of your choice, then Nortel Networks recommends that you disable the TsInternetUser account. For more information, see “To disable the TsInternetUser account (Windows 2000 Server)” on page 320. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree, and then click the Users folder.
3
On the Name column, right-click the user name TsInternetUser, and then select All Tasks ➝ Reset Password. Result: The Reset Password window appears.
4
In the New Password and Confirm Password boxes, type a new TsInternetUser password.
5
Ensure that the User must change password at next logon check box is unchecked.
6
Click OK. Result: The Active Directory confirmation box appears, confirming that the TsInternetUser password has changed.
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7
Click OK to close the window.
8
In the Active Directory Users and Computers window, right-click TsInternetUser and select Properties. Result: The TsInternetUser Properties window appears.
9
Click the Member Of tab.
10
In the Member of list box, select Guests, and then click Remove. Result: The Remove user from group confirmation box appears.
11
Click Yes.
12
Click Apply.
13
Click OK to close the window.
14
In the Active Directory Users and Computers window, click Console ➝ Exit to close the window.
To provide access rights to the Scripting component 1
Navigate to the following folder: c:\Program Files\Nortel Networks\WClient\Server where c: is the drive in which Symposium Web Client is installed.
2
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Right-click the Server folder, and then select Properties from the resulting pop-up menu.
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3
Click the Sharing tab.
4
Click Share this folder.
5
In the Share name box, confirm the folder name.
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Click Permissions. Result: The Permissions for Server window appears.
7
Click Add. Result: The Select Users, Computers or Groups window appears.
8
From the list of users, select TsInternetUser.
9
Click Add. Result: The TsInternetUser is added to the box in the lower half of the window.
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10
Click OK to close the window.
11
In the Permissions for Server window, select TsInternetUser.
12
In the Permissions box, click the Read check box in the Allow column to ensure that the TsInternetUser has read-only access.
13
Click Apply.
14
Click OK to close the window.
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15
Click the Security tab.
16
Click Add. Result: The Select Users, Computers or Groups window appears.
17
Select TsInternetUser.
18
Click Add. Result: The user name TsInternetUser appears in the lower half of the window.
19
Click OK to close the window.
20
In the Server Properties window, select TsInternetUser.
21
In the Permissions box, click all check boxes in the Allow column to ensure that the TsInternetUser has full access.
22
If the Everyone group appears in the top of this window, highlight this group.
23
Click Remove. Note: Based on the type of Symposium Web Client installation that you have performed, the Everyone group may not appear in this window. If you have performed a fresh installation of the software, then this group does not
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appear; however, if you have upgraded Symposium Web Client from a previous release, this group may appear, in which case you must remove it. 24
Click Apply. Note: The TsInternetUser account must have Read access to the Server folder. If you select the check box beside Allow inheritable permissions from parent to propagate to this object, then the Server folder inherits the access permissions of its parent folder. Based on the permissions you have set on the parent folder, therefore, you can select this check box on this tab, but only if it does not deny Read access to the Server folder for the TSInternetUser account. All permissions you select on this tab take precedence over those you selected on the Sharing tab.
25
Click OK to close the window.
To configure Terminal Services 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Terminal Services Configuration.
2
The Terminal Services Configuration window appears.
3
Double-click the RDP-Tcp icon in the right side of the window. Result: The RDP-Tcp Properties window appears.
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4
Click the Logon Settings tab.
5
Click Always use the following logon information.
6
In the User name box, type TsInternetUser.
7
Deselect Always prompt for password to remove the check mark. Note: By deselecting Always prompt for password, users accessing the Script Manager/Editor will not be prompted for the user ID and password. However, if you are concerned about security, you may want to select this option to restrict client PCs with the Terminal Services Client application from directly accessing the application server. When you select Always prompt for password, the system prompts all users to enter the user ID and password each time they start the Script Manager/Editor.
8
In the Password and Confirm password boxes, type the password you created in step 4 on page 219.
9
Click Apply.
10
Click the Sessions tab.
11
Click the second Override user settings check box, and then click End session.
12
Click Apply.
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13
Click Close.
14
Exit the Terminal Services Configuration window.
Standard 7.02
To activate the Terminal Services License Server The installation of Terminal Services provides you with the Terminal Services software for a 90-day evaluation period only. Before the 90 days expire, you must purchase a Terminal Services license, as described in the Terminal Services Licensing paragraph from Microsoft, to continue to use the Scripting component beyond the evaluation period. To ensure that the licensed clients can continue to access Scripting beyond this period, you must also activate the Terminal Services License Server on the application server with a license server ID provided by Microsoft. 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Terminal Services Licensing. Result: The Terminal Services Licensing window appears.
2
In the window, right-click the application server icon, and then choose Activate Server from the pop-up menu. Result: The Licensing Wizard starts.
3
Follow the prompts in the wizard to connect to Microsoft, obtain the license server ID, and activate the License Server.
To set up a default printer for Scripting To print scripts while using the Web Client Scripting component, you must first configure a network printer on the application server while logged on to Windows 2000 as the administrator. For detailed information on this procedure, see “To set up a default printer” on page 211.
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To export scripts To the application server To export scheduled script files to the application server, you must create a shared folder on the server. Then, to enable users to access the saved script file, you must grant each user read/delete access rights to this folder on the application server (or alternatively, create separate shared folders with read/ delete access for each applicable user). For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. To a client PC You can only export scripts to client PCs that are within the same domain as the application server. To export script files to a client PC, you must create a shared folder on the client PC where the application server can send the script file. You must grant write access privileges to this folder for Everyone. Then you must map to the client PC’s shared folder from the application server. For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. If you require additional information on creating and mapping folders, see your Microsoft documentation.
What’s next? Configure Agent Desktop Displays on the application server. For more information, see “Configuring Agent Desktop Displays” on page 228.
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Configuring Agent Desktop Displays Introduction Note: The Agent Desktop Displays component only functions if you are using the multicast communication method from the application server to the client PC. To use Agent Desktop Displays on a client PC, you must configure the parameters on the application server. You must also have the Real-Time Reporting component installed and configured on the application server for Agent Desktop Displays to function properly.
To configure Agent Desktop Displays 1
Click Start ➝ Programs ➝ Symposium Agent Displays ➝ Server Configuration Parameters. Result: The Configuration Parameters window appears.
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2
Confirm that the address in the IP multicast address box is the application server’s IP send address that you configured in the RTR Configuration Tool. For more information, see “Configuring Real-Time Reporting” on page 198.
3
In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. Note: The minimum value that you can type in this field is 2 seconds. If you do not type a value in this box, the system uses the default value of 5 seconds.
4
In the Max agents box, type the maximum number of agents who can simultaneously log on to the Symposium Agent Desktop Displays component and view the real-time statistics. Note: When the number of agents who have logged on to the application reaches this number, any additional agents who try to log on will receive a message informing them to try again later. If you do not type a value in this box, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information on performance and sizing requirements for Symposium Web Client, see the Symposium Call Center Server Planning and Engineering Guide.
5
In the View mode drop-down list, select the mode in which you want to view the data that has been collected:
Moving window: In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date: In interval-to-date mode, statistics are collected only for the current interval. When the interval is over, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
6
In the Statistics Configuration table, choose the statistics that you want to appear in the Agent Desktop Displays. You can add statistics columns to the displays, or remove columns that you no longer want to show.
7
Click the check box in the Show column if you want to add the statistics column to the displays.
8
Arrange the order in which the statistics columns will appear by using the column order buttons. Select the statistic that you want to move, and then click the up or down button to change its position. Note: The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display.
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9
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Select the three threshold colors for the selected statistic from the Threshold display colors drop-down lists. Select the statistic and use colors to identify whether the value of the statistic shown in the display is less than the low value, between the low and high value, or greater than the high value. Note: If you have not set the threshold levels in the Configuration component of Web Client or in Symposium Call Center Server, the values appear in white in the Symposium Agent Desktop Displays.
10
Click the Blink check box if you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold.
11
Click the Beep check box if you want the Agent Desktop Display to beep when its value reaches the threshold.
12
Click Once to indicate that a beep should occur only once, or click Continuously to indicate that a beep should occur continuously until the statistic reaches an acceptable value.
13
Click Save.
What’s next? Optionally, you can now configure the application server for optimum security by following the Nortel Networks security guidelines. For more information, see Section E: “Security and the server (Windows 2000 Server)” on page 231. If you do not want to follow these security procedures, then you can proceed directly to Chapter 8, “Using Symposium Web Client.” Note: Symposium Web Client will function without following the recommended secuity guidelines. However, this can potentially expose the network to security risks.
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Section E: Security and the server (Windows 2000 Server)
In this section Overview
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Removing the Everyone group from the application server
234
Installing, configuring, and uninstalling IIS Lockdown and URLScan
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Changing the default anonymous Internet Guest account
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Disabling the parent path in IIS
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Enabling Secure Sockets Layer on the application server
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Configuring Terminal Services in a secure environment
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Overview Introduction To help safeguard the Symposium Web Client application server against security threats, such as unauthorized individuals trying to access restricted information or authorized users accidentally altering/deleting files, you must identify and configure the correct security settings for the server. Where possible, Symposium Web Client aims to adhere to Microsoft’s published guidelines on securing Internet Information Server (IIS). However, since security policies vary from organization to organization, it is impossible to provide security recommendations that suit all businesses. The following security recommendations conform to best practice policies where possible, within the scope of the technology being used. Note: This section includes optional procedures that you can perform to increase the level of security on the Symposium Web Client application server. In particular, it details security measures related to the setup and configuration of Internet Information Server (IIS) on the application server; it does not include information on security issues that are external to the application server (for example, firewall setup and configuration). If you do not want to perform any of the procedures in this section, then you can proceed directly to the chapter on using Symposium Web Client. For details, see Chapter 8, “Using Symposium Web Client.”
Security procedures included in this section This section includes the following optional security procedures:
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removing the Everyone group
configuring and enabling IIS Lockdown and URLScan
changing the anonymous Internet Guest Account
disabling the parent path in IIS
enabling Secure Sockets Layer (SSL) on the application server
configuring Terminal Services in a secure environment Symposium Call Center Web Client
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Notes:
For security information related to cookies, see “To configure Internet Explorer 6.0 on the client PC” on page 636. To ensure that your Internet browser cache settings are set correctly, follow the appropriate procedure for configuring your version of Internet Explorer. See “To configure Internet Explorer 6.0 on the client PC” on page 636 for details.
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Removing the Everyone group from the application server Introduction When you install Windows 2000 Server/Advanced Server on the application server, the default configuration includes full control permissions on all disk drives for the Everyone group. This means that anyone who can access the server is granted full control permissions to all files and folders on all disk drives, which poses a security risk to the application server. To further secure the application server, you can remove the Everyone group from all of the server’s disk drives after you install the Symposium Web Client software. This is an optional procedure. If you choose to perform this procedure, note that since the system requires at least one Windows user account or group with full control permissions to function properly, you must add and configure a group or user before you delete the Everyone group. Failure to do so may cause the operating system or Symposium Web Client to malfunction. The procedure for removing the Everyone group involves the following main steps:
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On all system drives, add and configure three groups with full control permissions: Administrators, SYSTEM, and Domain Admins. On the drive where Symposium Web Client is installed, add and configure one user account with Read & Execute, Modify, and Write permissions (the IUSR_
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ATTENTION
If you have created a new account to replace the default TsInternetUser account for Terminal Services, then you must use this new account wherever the TsInternetUser account is listed in the following procedure. Likewise, if you have changed or created a new IUSR_
To remove the Everyone group from the application server 1
Log on to the application server using the administrator account.
2
Click Start ➝ Programs ➝ Accessories ➝ Windows Explorer.
3
In the left pane of Windows Explorer, double-click My Computer.
4
Right-click the drive on which the Symposium Web Client application is installed (for example, drive C). From the resulting pop-up menu, click Properties. Result: The Local Disk (drive letter) Properties window appears.
5
Click the Security tab.
6
Click Add. Result: The Select Users, Computers, or Groups window appears.
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While holding down the Ctrl key, from the list of groups and user accounts, click the following groups. Groups are denoted by the double-head icon; user accounts have the single-head icon:
Administrators
SYSTEM
Domain Admins
Click Add. Result: These groups appear at the bottom of the window.
9
10
While holding down the Ctrl key, from the list of groups and user accounts, click the following user accounts. Groups are denoted by the double-head icon; user accounts have the single-head icon:
IUSR_
IWAM_
Click Add. Result: These user accounts appear at the bottom of the window, along with the three group accounts you have already chosen.
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Click OK to transfer these accounts to the properties window, where you can configure their permissions on the server drive that you have chosen.
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In the Name box, highlight each of the three new groups you added (Administrators, Domain Admins, and SYSTEM), and then click the
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check box beside Full Control under the Allow column heading, as shown in the following graphic:
13
In the Name box, highlight the first new user account you added, IUSR_
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Read & Execute, Modify, and Write under the Allow column heading, as shown in the following graphic:
Note: When you select Allow beside Read & Execute, it automatically includes List Folder Contents and Read permissions.
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14
Click Apply.
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In the Name box, highlight the other new user account you added, IWAM_
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Read & Execute under the Allow column heading, as shown in the following graphic:
Note: When you select Allow beside Read & Execute, it automatically includes List Folder Contents and Read permissions. 16
Click Apply to save your changes.
17
Add additional user accounts and groups in the same manner, as required by your organization’s security policy. If you do not need to add any additional user accounts or groups, proceed to the next step.
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While in the properties window, highlight the Everyone group, and then click Remove.
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Click OK to save your changes and close the properties window.
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To add the TsInternetUser account, in Windows Explorer, right-click the drive on which the operating system is installed (for example, drive C). From the resulting pop-up menu, click Properties. Result: The Local Disk (drive letter) Properties window appears.
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Click the Security tab.
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Click Add. Result: The Select Users, Computers, or Groups window appears.
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From the list of groups and user accounts, click the TsInternetUser account. (User accounts have the single-head icon.)
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Click Add.
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The user account appears at the bottom of the window.
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Click OK to transfer the account to the properties window, where you can configure its permissions on this drive.
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In the Name box, highlight the TsInternetUser account, and then click the check box beside Read & Execute under the Allow column heading. Note: When you select Allow beside Read & Execute, it automatically includes List Folder Contents and Read permissions.
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While in the properties window, if you have not already removed the Everyone group from the currently selected drive, highlight the Everyone group, and then click Remove.
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Click OK to save your changes and close the properties window.
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If there are additional disk drives on the application server (for example, if the operating system is installed on a different drive than the Symposium Web Client software), then you must add the Administrators, Domain Admins, and SYSTEM groups with full control permissions to these drives, and remove the Everyone group, according to the preceding steps. You must also add any additional user accounts and groups required by your organization’s security policy to these drives. Note: You do not need to add and configure the IUSR_
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When you are finished, click OK to save your changes and close the properties window.
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Installing, configuring, and uninstalling IIS Lockdown and URLScan Introduction The following two Microsoft tools enable you to add additional security features to an IIS web server, such as the application server:
IIS Lockdown
URLScan
The procedure in this section illustrates how to download and install the IIS Lockdown tool, including the URLScan feature. This is an optional procedure that enables you to further secure the application server.
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Standard 7.02
This section illustrates how to install the IIS Lockdown tool, including the URLScan feature. This is an optional procedure. If you choose to perform this procedure, note that you must install the Symposium Web Client software before installing IIS Lockdown. However, if you had already installed IIS Lockdown before installing Symposium Web Client, then you must follow a series of steps to recover the application server. For more information, see “To uninstall IIS Lockdown and reconfigure an application server that was installed as the default web site” on page 261, or “To uninstall IIS Lockdown and reconfigure an application server that was installed as part of an existing site” on page 269. When you install IIS Lockdown, the system takes a backup of IIS and all configured virtual folders. The Symposium Web Client installation creates new virtual folders. Therefore, if you perform the IIS Lockdown before installing the Symposium Web Client software, it does not back up these new virtual folders. If the Symposium Web Client virtual folders are not included in the backup, it creates problems when uninstalling IIS Lockdown. During the uninstall, IIS Lockdown restores IIS from its backup copy. If the backup does not contain the virtual folders, then these folders do not appear after you uninstall IIS Lockdown, causing Symposium Web Client to malfunction.
How IIS Lockdown works IIS Lockdown works by turning off unnecessary features, such as the news service or the file transfer service, thereby reducing potential IIS attack points. To install IIS Lockdown, you must download the installation wizard from the Microsoft web site at http://www.microsoft.com/downloads/
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details.aspx?displaylang=en&FamilyID=DDE9EFC0-BB30-47EB-9A61FD755D23CDEC. You can then run the installation from the web site, or save the installation file, iislokd.exe, to the application server’s hard drive for later installation.
IIS Lockdown and URLScan When you install IIS Lockdown according to the following procedure, you also install the URLScan component. URLScan is another Microsoft tool that can provide additional security when used in conjunction with IIS Lockdown. It restricts the type of HTTP requests that the server will process, and the types of file transfers that are allowed to and from the server. For example, when the IIS Lockdown feature is enabled, URLScan does not allow users to download files with the .exe extension from the application server. For more information on either of these features, see the Microsoft web site. Note: Since the Symposium Configuration spreadsheets have the .exe extension, administrators cannot download these spreadsheets when the IIS Lockdown and URLScan features are enabled. Therefore, you must enable IIS Lockdown and URLScan only after users have downloaded the spreadsheets. Should you need to download a spreadsheet (or another .exe file) while IIS Lockdown is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company’s security policy. For more information, see “To temporarily edit the urlscan.ini file” on page 259.
IIS Lockdown and Symposium Web Client upgrades If you are upgrading your application server from Symposium Web Client Release 4.0 with IIS Lockdown installed to Symposium Web Client Release 4.5, then you must perform the following series of steps:
Uninstall IIS Lockdown.
Install Symposium Web Client Release 4.5.
Reinstall IIS Lockdown.
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IIS Lockdown and the application server The risk of IIS security vulnerability on the Symposium Web Client application server is minimal for the following reasons:
The application server’s IIS component is only used for the Symposium Web Client application and is not shared with other web applications. The application server’s IIS component should only be used within the customer’s intranet environment and is not exposed to a regular Internet environment. Anyone who accesses the Symposium Web Client IIS contents must first go through valid Web Client user logon and password authentication.
In spite of these inherent security features, Nortel Networks acknowledges that some customers have security policies that may require that IIS Lockdown and URLScan be installed and configured on the application server. This is an optional procedure.
IIS Lockdown and the MSADC virtual directory The procedure for installing and configuring IIS Lockdown in this section includes the removal of the MSADC virtual directory, which disables the Remote Data Service (RDS) form of communication. In Symposium Web Client 4.5, you can disable RDS because the application server uses the Simple Object Access Protocol (SOAP) communication method instead. However, before you disable RDS by removing the MSADC virtual directory, you must verify the following:
All client PCs connecting to the Symposium Web Client 4.5 application server must have SOAP 3.0 installed. All client PCs connecting to the application server to view the Agent Desktop Displays must have the Agent Desktop Displays 4.5 installed.
Note: The Agent Desktop Displays software that is installed with Symposium Web Client 4.0 is called Agent Desktop Displays 4.0. The Agent Desktop Displays software that is installed with Symposium Web Client 4.5 is called Agent Desktop Displays 4.5.
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When you use the Agent Desktop Displays 4.0 with Symposium Web Client 4.5, the communication between the client PC and application server is through RDS, not SOAP. In this case, therefore, you cannot remove the MSADC virtual directory through the IIS Lockdown procedure because it disables RDS, which causes Agent Desktop Displays 4.0 to malfunction. Instead, you can perform the IIS Lockdown procedure, but leave the MSADC virtual directory enabled. Alternatively, if you have already disabled RDS through the IIS Lockdown procedure, then you must reenable it before you can use Agent Desktop Displays 4.0 with Symposium Web Client 4.5. For more information, see “To reenable Remote Data Service” on page 279. Once all Agent Desktop Displays clients have been upgraded to Release 4.5 (and have SOAP 3.0 installed), then you can perform this procedure again, this time removing the MSADC virtual directory. Note: Before you can perform the IIS Lockdown procedure a second time, you must undo your initial IIS Lockdown configuration. When the system prompts you to do so, click Yes to undo your initial configuration. Then proceed to install IIS Lockdown with the removal of the MSADC virtual directory.
To install IIS Lockdown and URLScan This procedure illustrates how to install the IIS Lockdown tool, including the URLScan feature. This is an optional procedure. If you choose to perform this procedure, note that the default installation of IIS Lockdown includes a series of standard server templates that are incompatible with Symposium Web Client. Instead of using the standard configuration, Nortel Networks recommends that you modify one of the standard templates—the Small Business Server 2000 template—to be compatible with Symposium Web Client. The following procedure includes the recommended settings for modifying this template. Nortel Networks has verified the following configuration to ensure its compatibility with the proper Symposium Web Client application server operation. Therefore, if you choose to alter this recommended configuration to meet specific customer requirements, note that Nortel Networks will not have verified the impact of such a change on the Symposium Web Client application
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server. Customers who deviate from the recommended IIS Lockdown configuration must test their IIS Lockdown and URLScan configuration with Symposium Web Client in a non-production environment before putting the configuration online. Note: Before starting this procedure, you must have the Windows 2000 Server CD on hand as the installation wizard may prompt you to insert it in the server. 1
On the application server, open Internet Explorer.
2
In Internet Explorer, navigate to the following Microsoft web page: http://www.microsoft.com/downloads/ details.aspx?displaylang=en&FamilyID=DDE9EFC0-BB30-47EB-9A61FD755D23CDEC Result: The IIS Lockdown Tool 2.1 page appears.
3
Click Download. Result: The File Download window appears, enabling you to open the installation program immediately, or save the installation file to disk.
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Click Open. Note: If you click Save, navigate to the folder where you want to save the file, iislokd.exe. Then install the program by double-clicking this file. Result: The program extracts files, and then the welcome window appears.
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Click Next. Result: The license window appears.
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Click I agree, and then click Next. Result: The Select Server Template window appears.
7
From the list of templates, highlight the Small Business Server 2000 template, and then click the check box beside View template settings.
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Click Next. Result: The Internet Services window appears.
9
Ensure that only Web service (HTTP) and E-mail service (SMTP) are checked, and then click the check box beside Remove unselected services. Result: A message box appears, asking you to confirm that you want to remove these services.
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Click Yes, and then click Next in the Internet Services window. Result: The Script Maps window appears.
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Ensure there is a check mark beside Server side includes, Internet Data Connector, HTR scripting, and Internet printing to disable these items, and then click Next. Result: The Additional Security window appears.
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Ensure that all virtual directories and file permissions are selected, as shown in the graphic above, and click the check box beside Disable Web Distributed Authoring and Versioning (WebDAV). Then click Next. Notes:
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When you select the check box beside Writing to content directories, you prevent the IIS anonymous user from writing to certain .mdb files and export folders, as required by Symposium Web Client. To enable this user to write to the required files and folders, you must perform the procedure “To configure file and folder permissions” on page 255.
Select the check box beside MSADC only if all client PCs have client SOAP 3.0 installed, and those running Agent Desktop Displays have been upgraded to Release 4.5 of the software. If any client PCs are running Agent Desktop Displays 4.0, or if they do not have SOAP 3.0 installed yet, then you cannot remove the MSADC virtual directory (because this disables RDS, which is required for Agent Desktop Displays 4.0, and for the upgrade process to SOAP 3.0). In this case, leave the check box beside this directory deselected and continue with Symposium Call Center Web Client
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the rest of the procedure. When all client PCs have SOAP 3.0 installed, and those running Agent Desktop Displays have been upgraded to Release 4.5, then you can return to this procedure and select the MSADC virtual directory to remove it. Result: The URLScan window appears.
13
Click the check box beside Install URLScan filter on the server, and then click Next. Result: The Ready to Apply Settings window appears.
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Review the settings, and then click Next to begin installing IIS Lockdown and URLScan. Result: The Applying Security Settings window appears, notifying you of the progress of the installation.
Note: The program may prompt you to insert the Windows 2000 CD into the server so it can copy required files. If this message box appears, insert the CD, and then click OK to continue the installation. Result: When the program has finished installing the software, the completing window appears.
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Click Finish.
To configure file and folder permissions For proper Symposium Web Client functionality, the IIS anonymous user account (IUSR_
iceLog.mdb
In the following folder, Planning, Installation, and Administration Guide
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C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\Data\ where C: is the drive on which you installed Symposium Web Client, the anonymous user must have write access to these files:
Nicrpt_dms.mdb
Nicrpt.mdb
custform.mdb
In the following folder, C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML where C: is the drive on which you installed Symposium Web Client, the anonymous user must have write access to this file:
counter.xml
In addition to the files listed above, the anonymous user must have write access to the following export folders, where C: is the drive on which you installed Symposium Web Client:
C:\Program Files\Nortel Networks\WClent\Apps\EmergencyHelp\Exports C:\Program Files\Nortel Networks\WClent\Apps\Reporting\ RealTime\Exports
The anonymous user must also have write access to the following data folder, where C: is the drive on which you installed Symposium Web Client:
C:\Program Files\Nortel Networks\WClent\Apps\Reporting\ Historical\Data
When you perform the IIS Lockdown procedure, the system creates an anonymous user group called _Web Anonymous Users and designates the IUSR_
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On the application server, open Windows Explorer and navigate to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Common\icedb where C:\ is the drive on which you installed Symposium Web Client.
2
In this folder, right-click the file iceLog.mdb, and from the resulting pop-up menu, select Properties. Result: The ICELog.mdb Properties dialog box appears.
3
Click the Security tab.
4
In the Name box, highlight the _Web Anonymous Users group, and then click Remove.
5
Click OK to save your changes and close the properties dialog box.
6
In Windows Explorer, navigate to the following folder, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\Data
7
Perform steps 2 to 5 for each of the following files:
Nicrpt_dms.mdb
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Nicrpt.mdb
Custform.mdb
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In Windows Explorer, navigate to the following folder, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\AccessXML
9
Perform steps 2 to 5 for the following file:
10
counter.xml
To enable write access on the first export folder, in Windows Explorer, navigate to the following folder, C:\Program Files\Nortel Networks\WClent\Apps\EmergencyHelp\Exports where C:\ is the drive on which you installed Symposium Web Client.
11
Right-click the folder and select Properties from the resulting pop-up menu. Result: The Exports Properties dialog box appears.
12
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Ensure that the check box beside Allow inheritable permissions from parent to propagate to this object is deselected. If it is already
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deselected, proceed to step 14. If you have to deselect it, the following message box appears:
13
Click Copy. Result: The system copies the permissions and the properties window reappears.
14
In the properties window, highlight the _Web Anonymous Users group, and then click Remove.
15
Click OK to save your changes and close the properties window.
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Perform steps 8 to 13 on the following folders:
C:\Program Files\Nortel Networks\WClent\Apps\Reporting\ RealTime\Exports
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\Data
where C:\ is the drive on which you installed Symposium Web Client.
To temporarily edit the urlscan.ini file When you install and configure IIS Lockdown and URLScan according to the procedure above, the configuration does not allow users to download files with the .exe extension from the application server. Since the Symposium Configuration spreadsheets have the .exe extension, administrators cannot download these spreadsheets when the IIS Lockdown and URLScan features are enabled.
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If you need to download a spreadsheet (or another .exe file) while IIS Lockdown is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company’s security policy. Once users have finished downloading the required files, edit and save this file again to return the security settings to their default state. 1
On the application server, open the urlscan.ini file with a text editor, such as Notepad. The default location for this file is C:\WINNT\system32\inetsrv\urlscan\ where C: is the drive on which you installed the operating system.
2
In this file, locate the section beginning with [DenyExtensions].
3
Within this section of the file, locate and comment out the value .exe (shown in the graphic above) by typing a semi-colon (;) before this value.
4
Save the file. Result: Users can download the Symposium Configuration spreadsheets (and any other file with an .exe extension) from the application server.
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When the users have finished downloading the required files, you must return the security settings to normal by opening the urlscan.ini file again and reentering the value .exe in the same position. Symposium Call Center Web Client
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Save the file. Result: Users can no longer download files with an .exe extension.
To uninstall IIS Lockdown and reconfigure an application server that was installed as the default web site If you had installed IIS Lockdown before installing Symposium Web Client as the default web site, then you must perform the following steps to recover your application server:
1
Uninstall IIS Lockdown by double-clicking the same file that you used to install the software, iislokd.exe. In IIS, reconfigure the required default paths and virtual directories for proper Symposium Web Client functionality. Reinstall IIS Lockdown. On the application server, browse to locate the IIS Lockdown installation file, iislokd.exe. Note: If you have deleted this file since installing IIS Lockdown, you can download it from the Microsoft web site at http://www.microsoft.com/ downloads/details.aspx?displaylang=en&FamilyID=DDE9EFC0-BB3047EB-9A61-FD755D23CDEC.
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Double-click this file. Result: A window appears, notifying you that you have already performed the IIS Lockdown procedure.
3
To uninstall the software, click Next. Result: A warning box appears.
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Click Yes. Result: The Restoring Security Settings window appears.
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When the system has restored the settings, click Next. Result: The Restoration Complete window appears.
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Click Finish.
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Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
8
In the left pane, double-click the server name. Result: The name expands to reveal a series of folders.
9
Right-click the Default Web Site heading, and then select Properties from the resulting pop-up menu. Result: The Default Web Site Properties window appears.
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10
Click the Home Directory tab.
11
In the Local Path box, ensure that the path reads C:\Program Files\Nortel Networks\WClient\Apps, where C: is the drive on which Symposium Web Client is installed.
12
Click OK. Result: The Inheritance Overrides window may appear. If so, continue with step 13. If this window does not appear, proceed to step 14.
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Click Select All, and then click OK. Result: The system saves your changes.
14
In the Internet Information Services window, right-click Default Web Site, and then select New ➝ Virtual Directory from the resulting pop-up menu. Result: The welcome window for the Virtual Directory Creation Wizard appears.
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Click Next. Result: The Virtual Directory Alias window appears.
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In the Alias box, type SWCCommon, and then click Next. Result: The Web Site Content Directory window appears.
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Click Browse and navigate to the following path: C:\Program Files\Nortel Networks\WClient\Apps\Common, where C: is the drive on which you installed Symposium Web Client.
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Click Next. Result: The Access Permissions window appears.
19
Accept the default values shown in this window, and then click Next. Result: The completion window appears.
20
Click Finish. Result: Your application server is reconfigured. You can now reinstall IIS Lockdown by following the procedure, “To install IIS Lockdown and URLScan,” on page 245.
To uninstall IIS Lockdown and reconfigure an application server that was installed as part of an existing site If you had installed IIS Lockdown before installing Symposium Web Client as part of an existing site, then you must perform the following steps to recover your application server:
Uninstall IIS Lockdown by double-clicking the same file that you used to install the software, iislokd.exe. In IIS, reconfigure the required default paths and virtual directories for proper Symposium Web Client functionality. Reinstall IIS Lockdown.
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On the application server, browse to locate the IIS Lockdown installation file, iislokd.exe. Note: If you have deleted this file since installing IIS Lockdown, you can download it from the Microsoft web site at http://www.microsoft.com/ downloads/details.aspx?displaylang=en&FamilyID=DDE9EFC0-BB3047EB-9A61-FD755D23CDEC.
2
Double-click this file. Result: A window appears, notifying you that you have already performed the IIS Lockdown procedure.
3
To uninstall the software, click Next. Result: A warning box appears.
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Click Yes. Result: The Restoring Security Settings window appears.
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When the system has restored the settings, click Next. Result: The Restoration Complete window appears.
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Click Finish.
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Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
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Right-click the Default Web Site heading, and then select New ➝ Site from the resulting pop-up menu. Result: The Web Site Creation Wizard appears.
9
Click Next. Result: The Web Site Description window appears.
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In the Description box, type the name of the Symposium Web Client site, and then click Next. Result: The IP Address and Port Settings window appears.
11
Accept the defaults in this window, and then click Next. Result: The Web Site Home Directory window appears.
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Click Browse to navigate to the folder C:\Program Files\Nortel Networks\WClient\Apps, where C: is the drive on which you installed Symposium Web Client, and then click Next. Result: The Web Site Access Permissions window appears.
13
Accept the defaults shown, and then click Next. Result: The completion window appears.
14
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Click Finish.
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In the Internet Information Services window, right-click Default Web Site, and then select New ➝ Virtual Directory from the resulting pop-up menu. Result: The Welcome to the Virtual Directory Creation Wizard appears.
16
Click Next. Result: The Virtual Directory Alias window appears.
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In the Alias box, type SWCCommon, and then click Next. Result: The Web Site Content Directory window appears.
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Click Browse and navigate to the following path: C:\Program Files\Nortel Networks\WClient\Apps\Common, where C: is the drive on which you installed Symposium Web Client.
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Click Next. Result: The Access Permissions window appears.
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Accept the defaults shown in this window, and then click Next. Result: The completion window appears.
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Click Finish. Result: Your application server is reconfigured. You can now reinstall IIS Lockdown by following “To install IIS Lockdown and URLScan” on page 245.
To reenable Remote Data Service If you have disabled Remote Data Service (RDS) by removing the MSADC virtual directory in the IIS Lockdown procedure, and now you want to use Agent Desktop Displays 4.0 to connect to Symposium Web Client 4.5, then you must reenable RDS by adding this folder back in IIS. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
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In the Internet Information Services window, right-click Default Web Site, and then select New ➝ Virtual Directory from the resulting pop-up menu. Result: The welcome window for the VIrtual Directory Creation Wizard appears.
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Click Next. Result: The Virtual Directory Alias window appears.
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In the Alias box, type MSADC, and then click Next. Result: The Web Site Content Directory window appears.
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Click Browse and navigate to the following path: C:\Program Files\Common Files\System, where C: is the drive on which you installed Symposium Web Client.
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Click Next. Result: The Access Permissions window appears.
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Ensure that the values Read, Run scripts, and Execute are selected, and then click Next. Result: The completion window appears.
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Click Finish. Result: The system creates the MSADC virtual directory in the path you indicated and reenables RDS.
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Changing the default anonymous Internet Guest account Introduction Symposium Web Client uses the anonymous Internet Guest account for clients accessing the Symposium Web Client application server. This section explains the characteristics of the default Windows 2000 account used for anonymous access, and provides steps that you can perform if you want to create and configure a new account for anonymous access. Notes:
The procedure in this section also applies to Windows 2000 Advanced Server. You do not have to change the default anonymous Internet Guest account; this is an optional procedure that you can perform if you think that using this account poses a security risk to your organization.
ATTENTION
If you change or create a new IUSR_
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Characteristics of the default anonymous Internet Guest account When you install IIS, by default the system configures anonymous access as the directory security for a virtual directory on IIS. The system then uses the default Windows 2000 Internet Guest account, IUSR_
It has Log on Locally permissions. It is a member of both the Guest and Domain Users groups in Windows 2000.
You must carefully review the file permissions that you give to both the Guest and Domain Users groups to ensure that the permissions are appropriate for your anonymous users. Since the name of the Internet Guest account is always IUSR_
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1.
Disable the default anonymous access account, IUSR_
2.
Create a new anonymous access user account with the required privileges (or, to save time, copy the existing user account and change its properties).
3.
Designate the new account as the account used for anonymous access.
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To disable the default anonymous access user account 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the tree in the left pane, double-click the
3
Click the Users folder. Result: The list of users configured in Active Directory appears in the right pane.
4
Right-click the IUSR_
5
Click OK.
To create a new anonymous access user account This procedure outlines how to create a new anonymous access user account from scratch. Alternatively, to save time, you can copy the existing IUSR_
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
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In the tree in the left pane, double-click the
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Click the Users folder. Result: The list of users configured in Active Directory appears in the right pane.
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Click Action ➝ New ➝ User. Result: The New Object - User window appears.
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Type the name and user logon name of the new user, and then click Next. Result: A second New Object - User window appears.
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In the Password box, type the password for the user account.
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Click to place a check mark beside User cannot change password and Password never expires.
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Click Next. Result: The final New Object - User window appears, listing the new user’s details.
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If you are satisfied with the user’s details, click Finish. Note: To change any of the user’s details, click Back.
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The system creates the new user and the Active Directory Users and Computers window reappears. The new user account appears in the list of Active Directory users.
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To add the new user to the Guests and Domain Users groups, right-click the user name and select Properties from the pop-up menu. Result: The <user name> Properties window appears.
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Click the Member Of tab.
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Below the Member of box, click Add. Result: The Select Groups window appears.
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Select the name Guests.
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Click Add. Result: The new user is added to the Guests group.
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Select the name Domain Users.
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Click Add. Result: The new user is added to the Domain Users group.
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Click OK twice to save your changes and return to the Active Directory Users and Computers window.
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Continue with the procedure, “To configure the new user account for anonymous access,” on page 292.
To copy an existing anonymous access user account To save time, instead of creating a new anonymous Internet guest account from scratch, you can perform the following procedure to copy the existing anonymous access user account and change its properties to suit your needs. The copied user account inherits some of the original account’s properties, meaning you do not have to configure them again (for example, it is automatically part of the Domain Users and Guests groups). 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
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In the tree in the left pane, double-click the
3
Click the Users folder. Result: The list of users configured in Active Directory appears in the right pane.
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From the list of users in the right pane, select and right-click the IUSR_
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From the resulting pop-up menu, select Copy. Result: The Copy Object - User window appears.
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Type the name and user logon name of the new user, and then click Next. Result: A second Copy Object - User window appears.
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In the Password box, type the password for the user account.
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Click to place a check mark beside User cannot change password and Password never expires.
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Click Next. Result: The final Copy Object - User window appears, listing the copied user’s details.
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If you are satisfied with the user’s details, click Finish. Note: To change any of the user’s details, click Back.
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The system creates the new user and the Active Directory Users and Computers window reappears. The copied user account appears in the list of Active Directory users. This user account inherits some properties from
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the original anonymous access user account (for example, it is already a member of the Domain Users and Guests groups.) 12
Continue with “To configure the new user account for anonymous access” below.
To configure the new user account for anonymous access After you have created the new user account (or copied the existing anonymous access user account) in the above procedures, you must configure it for anonymous access. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
2
In the left pane, double-click the computer name heading. Result: The heading expands to reveal a series of folders.
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Right-click Default Web Site, and then click Properties from the resulting pop-up menu. Result: The Default Web Site Properties window appears.
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Click the Directory Security tab.
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Under the Anonymous access and authentication control heading, click Edit. Result: The Authentication Methods window appears.
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Ensure there is a check mark beside Anonymous access.
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Beside Account used for anonymous access, click Edit. Result: The Anonymous User Account window appears.
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Click Browse to locate the new user that you created in the previous procedure. Result: The Select User window appears.
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Select the new user, and then click OK. Result: The Anonymous User Account window reappears, listing the new user account in the Username box.
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Ensure that Allow IIS to control password is checked.
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Click OK to return to the Authentication Methods window.
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Close the Authentication Methods window.
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Disabling the parent path in IIS Introduction When parent paths are enabled for the Symposium Web Client web site, ASP pages can use relative paths (using the “..” syntax) to navigate to the parent directory of the current directory. This setup can potentially pose a security risk in that it enables hackers to navigate to the parent directory without knowing the directory name. Once inside the parent directory, if access permissions are not set up correctly, hackers can copy and execute files from it, causing a disruption in Symposium Web Client functionality. For example, if you have set up limited access on the Web Client virtual directory, but you have left execute and write access permissions on the parent directory, then hackers can copy a script or an executable to the parent directory and execute it from there. Note: You do not have to disable the parent paths in IIS; this is an optional procedure that you can perform if you think that enabling this feature poses a security risk to your organization.
To disable the parent path in IIS To disable the parent path feature, you need to update the properties for the Symposium Web Client web site. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
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In the left pane, double-click the computer name heading. Result: The heading expands to reveal a series of folders.
3
In the left pane, right-click the Symposium Web Client web site (this can be either the default web site, or another web site), and then choose Properties from the resulting pop-up menu. Result: The <web site name> Properties window appears.
4
Click the Home Directory tab.
5
Under the Application Settings heading, click Configuration. Result: The Application Configuration window appears.
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Click the App Options tab.
7
Deselect the check mark in the Enable parent paths check box.
8
Click OK. Result: The Inheritance Overrides window appears, listing the child nodes that are affected by this change (if applicable). Note: The Inheritance Overrides window appears only if your IIS administrator has set up IISAdmin and IISHelp as virtual directories on the Symposium Web Client web site. If these virtual directories do not exist, then this window does not appear.
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Select the nodes that you want to change, and then click OK.
10
Click OK to save your changes and return to the <web site name> Properties window.
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Click OK to close the window.
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Enabling Secure Sockets Layer on the application server Introduction Secure Sockets Layer (SSL) is the industry standard for secure network communications. SSL uses encryption that cannot be deciphered without a key between the client computer and the server. SSL is best used on private data that is sent between the client and server (for example, authentication credentials, credit card numbers, and so on). Since SSL uses complex encryption, it requires considerable processor resources, and, as a result, it takes much longer to send and retrieve data from an SSL-enabled server. Therefore, only web pages (ASP pages) that send and receive sensitive information should have SSL enabled. Note: You do not have to enable SSL on the application server; this is an optional procedure that you can perform if you think that leaving this feature disabled poses a security risk to your organization. To enable SSL on the application server, you must perform the following two procedures: 1.
Obtain and install a digital Web Server Certificate for the Symposium Web Client IIS default web site.
2.
Enable SSL on specific Symposium Web Client files (listed below).
Obtaining and installing a digital Web Server Certificate Since obtaining and installing a digital Web Server Certificate is a standard Microsoft procedure, this guide does not include the step-by-step details. For further information about certificates and installation instructions, see the Microsoft web site at http://www.microsoft.com/resources/documentation/IIS/6/ all/techref/en-us/iisRG_SEC_39.mspx.
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In IIS, you install the certificate on the Default Web Site (where the Symposium Web Client virtual directories are installed) by using the Web Server Certificate Wizard to request a new certificate from an online Certification Authority (CA), such as VeriSign. When you run the wizard, you can send the request online or save the request file to disk and send it to the CA later. When you receive a response from the CA, you can start the wizard again to complete the certificate installation.
Web sites containing further information on digital certificates At the time of publication, you can consult the following Microsoft web pages for further information on SSL:
For general information on SSL, see http://support.microsoft.com/default.aspx?scid=kb;EN-US;q245152. For more information on obtaining a server certificate, see http://support.microsoft.com/default.aspx?scid=kb;en-us;Q142849. For more information on enabling SSL on Windows 2000, see http://msdn.microsoft.com/library/default.asp?url=/library/en-us/sqlce/ connectivity_1s4w.asp.
Tasks for which you can enable SSL on the application server You can only enable SSL for the following Symposium Web Client tasks, not for the entire web site:
logging on to the application server
changing the logon password
See the following procedure for a list of the specific Symposium Web Client files on which you enable SSL.
To enable SSL on the application server Once you have obtained and installed the certificate on the Symposium Web Client default web site, enable SSL on the following files:
In the Default Web Site directory: Authenticate.asp
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ChgPasswd.asp Default.asp PwdMain.asp PwdSave.asp
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
2
In the left pane, double-click the Default Web Site heading. Result: The heading expands to reveal a series of folders.
3
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In the right pane, scroll down to the bottom to locate the series of .asp files listed under the Default Web Site heading above.
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Starting with Authenticate.asp, right-click the file and select Properties. Result: The
5
Click the File Security tab.
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Under the Secure Communications heading, click Edit. Result: The Secure Communications window appears.
7
Click to select the check box beside Require secure channel (SSL).
8
Click OK.
9
Perform steps 4 to 8 for each of the files listed at the beginning of this procedure. When you are finished, close the Internet Information Services window.
10
After you have enabled SSL for each of the files, in an Internet Explorer browser window, click Tools ➝ Internet Options.
11
Click the Advanced tab.
12
Scroll down to the bottom of the Settings box until you see the Security section.
13
Select the Warn if changing between secure and not secure mode option. Note: If you do not want to receive a warning message each time you log on to Symposium Web Client, then you can leave this option deselected.
14
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Click OK.
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Configuring Terminal Services in a secure environment Introduction In Windows 2000 Server with Active Directory, the default installation of Terminal Services includes the TsInternetUser account. When you configure Terminal Services for Symposium Web Client, you can use this account for all users who access the Scripting component in Symposium Web Client by configuring the account in Active Directory, and then granting this user account certain access rights and permissions to the Scripting component on the application server. This default configuration enables all users who have access to the Terminal Services Client to log on to Terminal Services on the application server without entering a user ID or password, which some organizations may consider a security risk. Alternatively, you can create one or more Active Directory accounts of your choice, and then configure them so that users must enter either the password and user ID, or just the password each time they launch the Scripting component in Symposium Web Client. This section provides instructions for configuring this type of account for Windows 2000 Server. If you want to create more than one account (for example, if you want each Scripting user to have his or her own account), then you must perform all the steps in this section for each account that you create. Note: If you create a more secure environment by creating and using the Active Directory account of your choice, then Nortel Networks recommends that you disable the TsInternetUser account. For more information, see “To disable the TsInternetUser account (Windows 2000 Server)” on page 320.
Main steps in configuring Terminal Services Configuration of Terminal Services in a secure environment involves the following main steps: Planning, Installation, and Administration Guide
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1.
Create the new user account in Active Directory.
2.
Add the new user account to the domain controller local security policy.
3.
Grant the new user account the required permissions on selected folders on the application server.
4.
Configure the new user account in Terminal Services.
5.
Disable the TsInternetUser account (recommended only for Windows 2000 Server).
To create a new user account in Active Directory (Windows 2000 Server) You can use this procedure to create one or more accounts of your choice to be used when logging on to the Scripting component. Notes:
1
In this procedure, the sample user account swcts is created. Wherever you see this value, replace it with the user account of your choice. Perform this procedure on the application server if your operating system is Windows 2000 Server. Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
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2
In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree.
3
Right-click the Users folder, and, from the resulting pop-up menu, select New ➝ User. Result: The New Object - User window appears.
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In the First name box, type the name of the user account. This is the display name that appears in the Active Directory Users and Computers window. In this example, the account is called swcts. Note: Optionally, you can type the last name and initial of the person who will use this account, or you can leave the Last name and Initials boxes blank.
5
In the User logon name box, type the ID that users are prompted to enter when logging on to the Script Manager component of Scripting (that is, if you configure this account so users have to type the ID, in addition to the password). In this example, the ID is also swcts.
6
Click Next. Result: A second New Object - User window appears.
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7
In the Password box, type the password that users will enter when logging on to the Script Manager component of Scripting with this account.
8
In the Confirm password box, type the password again.
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Click the check box beside User cannot change password.
10
Click Next.
11
The final New Object - User window appears, summarizing the account properties.
12
To create the account with these properties, click Finish. Note: Click Back to change the account’s properties. Result: The system creates the account and it appears at the bottom of the Active Directory Users and Computers window.
13
Optionally, to add a description of the account that will appear in the Active Directory Users and Computers window, continue with this step. Otherwise, proceed to step 17. In the Active Directory Users and Computers window, right-click the new account, and then select Properties. In this example, you right-click swcts, and then select Properties. Result: The
14
Click the General tab.
15
In the Description box, type the account description. For example, you can type “Secure Terminal Services account.”
16
Click OK to save your changes and close the window.
17
In the Active Directory Users and Computers window, click Console ➝ Exit to close the window.
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Add the new account to the Domain Controller local security policy. For more information, see “To add the new Terminal Services account to the Domain Controller local security policy (Windows 2000 Server)” below.
To add the new Terminal Services account to the Domain Controller local security policy (Windows 2000 Server) Note: You must perform this procedure on the application server. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Domain Controller Security Policy. Result: The Domain Controller Security Policy window appears.
2
In the left pane, click the plus sign (+) beside Security Settings. Result: The heading expands.
3
Click the plus sign (+) beside Local Policies. Result: The heading expands.
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Click User Rights Assignment. Result: The list of local policies appears in the right pane.
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In the right pane, right-click the Log on locally policy, and then click Security on the resulting pop-up menu. Result: The Security Policy Setting window appears.
6
Click Add. Result: The Add user or group window appears.
7
Click Browse to locate the new Active Directory user account you created. Result: The Select Users or Groups window appears.
8
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In the top portion of the window, highlight the new user you created. In this example, you highlight the name swcts.
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Click Add. Result: The name appears at the bottom of the window.
10
Click OK to save your changes and close the Select Users or Groups window.
11
Click OK to close the Add user or group window. Result: The account name appears in the Security Policy Setting window.
12
Click OK to save your changes and close this window.
13
Close the Domain Controller Security Policy window.
14
Grant the required file and directory permissions to the new user account. For details, see “To grant the required file and directory permissions to the new user account in Windows 2000 Server” below.
To grant the required file and directory permissions to the new user account in Windows 2000 Server In this procedure, you must add the new account (in this example, swcts) and grant the required permissions to the following file and directory:
the root directory where the operating system is installed (for example, drive C:)
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the Symposium Web Client file nicmisc.mdb, which is installed in the following directory, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\Scripting\data
1
On the application server, open Windows Explorer and navigate to the drive on which the operating system is installed (for example, drive C:).
2
Right-click the drive letter, and, from the resulting pop-up menu, select Properties. Result: The Local Disk
3
Click the Security tab.
4
Click Add. Result: The Select Users, Computers, or Groups window appears.
5
In the top of the window, locate the new Active Directory user account. In this example, you would locate swcts.
6
Double-click the account. Result: The user account appears at the bottom of the window.
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Click OK. Result: The user account appears in the Local Disk
8
In the Local Disk
9
In the bottom of the window, ensure that the Read & Execute check box is selected in the Allow column. Note: When you click Read & Execute, it automatically includes List Folder Contents and Read permissions.
10
Ensure that all other permissions are deselected.
11
Click Apply.
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Click Advanced. Result: The Access Control Settings for Local Disk
13
Ensure that the Apply to text beside the new user account reads “This folder, subfolders and files.” If this value is not listed, then continue with the following step. If this value is already listed, then proceed to step 17.
14
Highlight the user account, and then click View/Edit. Result: The Permission Entry for Local Disk
15
From the Apply onto drop-down list, select This folder, subfolder and files.
16
Click OK to save your changes and close the Permission Entry for Local Disk
17
Click OK to close the Access Control Settings for Local Disk
18
Click OK to save your changes and close the Local Disk
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Click OK.
20
In Windows Explorer, navigate to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Scripting\data where C:\ is the drive on which you installed Symposium Web Client.
21
In this folder, right-click the file nicmisc.mdb, and, from the resulting popup menu, select Properties. Result: The nicmisc.mdb Properties dialog box appears.
22
Click the Security tab.
23
Click Add. Result: The Select Users, Computers, or Groups window appears.
24
In the top of the window, locate the new Active Directory user account. In this example, you locate swcts.
25
Double-click the account. Result: The user account appears at the bottom of the window.
26
Click OK. Result: The user account appears in the nicmisc.mdb Properties window.
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27
In the nicmisc.mdb Properties window, highlight the new user account. In this example, highlight the swcts user account.
28
In the bottom of the window, ensure that the Read & Execute check box is selected in the Allow column. Note: When you click Read & Execute, it automatically includes Read permissions.
29
Ensure that all other permissions are deselected, and accept the default value for the check box beside Allow inheritable permissions from parent to propagate to this object.
30
Click OK to save your changes.
31
Configure Terminal Services with the new user account. For details, see “To configure Terminal Services with the new user account in Windows 2000 Server” below.
To configure Terminal Services with the new user account in Windows 2000 Server
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1
Click Start ➝ Programs ➝ Administrative Tools ➝ Terminal Services Configuration.
2
The Terminal Services Configuration window appears.
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Double-click the RDP-Tcp icon in the right side of the window. Result: The RDP-Tcp Properties window appears.
4
Click the Logon Settings tab.
5
You have two choices on this tab, based on the degree of security you want to configure:
To have the system prompt users for both a user name and password when they launch the Script Manager portion of Scripting, click Use client-provided logon information. In the example followed throughout this section, if you click this option, then users have to type and enter swcts and its corresponding password to log on to the Script Manager portion of Scripting.
To have the system prompt users for only the password corresponding to the new user account you created, perform the following steps:
a. Click Always use the following logon information. b. In the User name box, type the name of the new user account you created (in this example, swcts). c. Leave the Domain box blank. d. Ensure that the check box beside Always prompt for password is selected. 6
Click Apply.
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7
Click the Sessions tab.
8
Click the second Override user settings check box, and then click End session.
9
Click Apply.
10
Click Close.
11
Exit the Terminal Services Configuration window. Result: Now, when users launch the Script Manager, they are prompted to type both the user ID and password of this new user account you created, or only the password, based on how you configured the account in step 5.
To disable the TsInternetUser account (Windows 2000 Server) Perform this procedure only if you have created an account of your choice to replace the default Active Directory user account, TsInternetUser, and only if your operating system is Windows 2000 Server. This procedure does not remove the TsInternetUser account from the application server. Instead, it disables it so
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that users can no longer log on to Terminal Services with the TsInternetUser account. However, you can still use this account to log on to the application server locally and open the files and folders to which the TsInternetUser account has access. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree.
3
Click the Users folder. Result: The list of Active Directory users appears in the right pane.
4
In the right pane, right-click the TsInternetUser account and, from the resulting pop-up menu, click Properties. Result: The TsInternetUser Properties window appears.
5
Click the Terminal Services Profile tab.
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Deselect the check box beside Allow logon to terminal server.
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Click OK to save your changes and close the properties window.
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Close the Active Directory Users and Computers window. Result: Users cannot use the TsInternetUser account to log on to Terminal Services.
What’s next? Configure your client PC. For more information, see “Installing and configuring client software” on page 635. Once you install and configure client applications, you can log on to Symposium Web Client to add and configure servers in Symposium Call Center Server using the Configuration component. See “Adding and configuring call center servers” on page 800 for more information.
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Section G: Security and the server (Windows Server 2003)
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Overview Introduction Before you install Symposium Web Client software or any additional software on your application server, be sure to complete the “Pre-installation worksheet” on page 1051. Also, follow the “Installation checklist for Windows Server 2003” on page 1069 to ensure that you install and configure all software in the correct order. If you are using the Real-Time Reporting component or the Agent Desktop Displays component, refer to Chapter 2, “Preparing Symposium Call Center Server,” before you proceed with the instructions in this chapter. This chapter explains how to complete the following procedures:
installing and configuring Windows Server 2003 Enterprise Edition or Standard Edition
installing additional required software before Symposium Web Client
installing the Symposium Web Client software
configuring the application server
Note: Because there are no specific guidelines or restrictions regarding the number or size of the application server partitions for Symposium Web Client, the person installing the software must determine the best hard disk configuration for the application server. For example, there can be separate partitions for the operating system, the application software, and the shared folders that are required for exporting historical reports, or everything can be installed and configured on the same partition.
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Section A: Windows Server 2003 guidelines
In this section Overview
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Overview Before you can install the required third-party software or the Symposium Web Client application, you must complete the following procedures:
Create an NTFS partition as the primary partition on the application server. Install Windows Server 2003 Enterprise Edition or Standard Edition, including SMTP and IIS on the primary NTFS partition.
ATTENTION
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2.
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After you install and configure your selected operating system, refer to “Installing additional software on the server” on page 349 for information about installing Sybase Open Client. ATTENTION
If you are going to install Windows Server 2003 on an application server that currently has Windows 2000 Server and Symposium Web Client 4.5 installed, before you install the new operating system (and wipe out Windows 2000 Server and Symposium Web Client), Nortel Networks recommends that you upgrade all Agent Desktop Displays 4.0 client PCs to Release 4.5 of the software, and that you install SOAP 3.0 on each of these client PCs. Windows Server 2003 is incompatible with Agent Desktop Displays 4.0; it only functions with Release 4.5 of this software (or later). Since Windows Server 2003 does not support the RDS form of communication, which is required for the automatic upgrade of this software on client PCs, you can save time by performing the upgrade while you are still running Windows 2000 Server/Advanced Server. For details, see “To upgrade the Agent Desktop Displays client software” on page 705.
Note: When your operating system is Windows Server 2003 Enterprise or Standard Edition, you do not install Active Directory; instead, when you install Symposium Web Client, the system automatically installs Active Directory Application Mode (ADAM). During the installation, you can choose whether to install a standalone instance of ADAM, or whether you want to replicate this instance with other existing Symposium Web Client-specific instances of ADAM.
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Windows Server 2003 installation and configuration Introduction This section provides you with a high-level overview of the recommended configurations for Windows Server 2003 that are specific to the Symposium Web Client application. This section is not intended to provide you with detailed procedures for installing Windows Server 2003. For tips on installing the operating system software, see Appendix A, “Installation worksheets and checklists.” ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a local Windows user called iceadmin, and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation, but you cannot delete the local iceadmin user account in Windows Server 2003. If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin or as any other user.
Windows Server 2003 installation checklist You can save time and effort by following the “Windows Server 2003 installation checklist” on page 1089. The items in this list describe the Windows Server 2003 Enterprise Edition or Standard Edition components whose installation or configuration affect Symposium Web Client functions. Note: This information is not a comprehensive walk-through of the operating system’s installation process. For detailed information on Windows Server 2003 and how to install it, see the documentation that accompanies the Windows Server 2003 Enterprise Edition or Standard Edition installation CD.
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Windows Server 2003 requirements When you install Windows Server 2003 Enterprise Edition or Standard Edition, there are several Windows components in the installation process that are required for Symposium Web Client:
Internet Information Services (IIS) with Simple Mail Transfer Protocol (SMTP) Terminal Services and Terminal Services Licensing
Notes:
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs: Active Directory Services Distributed File System Management and Monitoring Tools Microsoft .NET Framework 2.0 Beta 2 Other Network File and Print Services Subsystem for UNIX-based Windows Share Point Services If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD2 during the installation of Windows Server 2003 Release 2. To install IIS and Terminal Services, you must scroll through the list of components, and check Application Server and the Terminal Services and Terminal Services Licensing boxes. IIS is a subcomponent of Application Server, and SMTP is a subcomponent of IIS. For more information, see the “Windows Server 2003 installation checklist” on page 1089. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server.
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When installing Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. For details, see “Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)” on page 332.
ATTENTION
As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
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Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server Client Access License only; they do not require a separate Terminal Services Client Access License. If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these Client Access Licenses. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required. Symposium Call Center Web Client
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Domain group policies and the application server For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which ADAM is installed must not be a domain controller. It is optional whether it is a member of a domain. If you choose to add the server to an existing customer network domain, you must do so after you install Symposium Web Client. You can join a Windows 2000 or a Windows Server 2003 domain controller. However, you must note that each of these domain controllers has different security policies that may affect the application server. Since Windows 2000 domain controllers do not have the additional Windows Server 2003 security policies, when the application server is running Windows Server 2003 and you add the server to a Windows 2000 domain controller, you can only apply the Windows 2000 group security policies that are common to Windows Server 2003. All new Windows Server 2003 security policies that are not available in the Windows 2000 domain controller must be controlled by the Windows Server 2003 local security policy. If the application server is running Windows Server 2003 and you add the server to a Windows Server 2003 domain controller, then you can define the security policies in the Organizational Unit (OU) of the application server and combine this with the local server security policies for an effective security setting. You may need to adjust your group policies for Symposium Web Client or exclude the application server from a specific group policy if conflicts are identified. For more information on group policies and Symposium Web Client, see the Nortel Networks Symposium Call Center Web Client 4.5 Security Guide for Windows Server 2003. This guide is available to distributors and channel partners who have access to the Partner Information Center web site (within www.nortel.com).
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Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server) Nortel Networks recommends that you install Windows Server 2003 on a clean server that is newly partitioned and free of other operating system attributes. However, if the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct permissions for proper Symposium Web Client functionality. This procedure assumes that you have installed Windows Server 2003 on an application server that had previous operating system attributes or partitions on it. Follow the procedures in this section to manually configure the server. The procedures can be broken down into two main steps, as follows: 1.
After you install Windows Server 2003, verify that the default Windows groups and permissions exist on all system drives.
2.
If the default groups and permissions do not exist, add and remove groups as necessary, and grant all groups the default permissions.
To verify the groups and permissions on all system drives By default, when you install Windows 2000 Server, the system includes the following groups:
Administrators
Creator Owner
Users
System
When you install Windows Server 2003 on a computer that contains Windows 2000 Server attributes or partitions, you must ensure that the server contains these default groups with the default permissions listed in this procedure. If the drives contain any additional groups (for example, the Everyone group), then you must remove them.
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1
Log on to the application server with administrator privileges.
2
On the application server, in Windows Explorer, navigate to drive C:, rightclick it, and then select Properties from the resulting pop-up menu. Result: The Local Disk
3
Click the Security tab.
4
In the Group or user names box, ensure that the Administrators group appears with the following permissions selected in the Allow column at the bottom of the window:
Full Control
Modify
Read & Execute
List Folder Contents
Read
Write
If the permissions are different than these, add or remove check marks in the Allow column until they match these permissions, and then click OK to save your changes. Note: If the Administrators group is not listed, then you must add it on this drive with the permissions listed above. For details, see “To add the required groups to all system drives” on page 336. 5
Click Apply to save your changes.
6
In the Group or user names box, ensure that the Creator Owner group appears with no permissions selected in the Allow column at the bottom of the window. Note: By default, there is a check mark beside Special Permissions. However, this permission is read-only and cannot be changed.
7
Click Apply to save your changes.
8
In the Group or user names box, ensure that the System group appears with the following permissions selected in the Allow column at the bottom of the window:
Full Control
Modify
Read & Execute
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If the permissions are different than these, add or remove check marks in the Allow column until they match these permissions, and then click OK to save your changes. Note: If the System group is not listed, then you must add it on this drive with the permissions listed above. For details, see “To add the required groups to all system drives” on page 336. 9
Click Apply to save your changes.
10
In the Group or user names box, ensure that the Users group appears with the following permissions selected in the Allow column at the bottom of the window:
Read & Execute
List Folder Contents
Read
If the permissions are different than these, add or remove check marks in the Allow column until they match these permissions, and then click OK to save your changes. Note: If the Users group is not listed, then you must add it on this drive with the permissions listed above. For details, see “To add the required groups to all system drives” on page 336. 11
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If any other groups appear in this window (for example, the Everyone group), highlight the group, and then click Remove.
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Click Advanced. Result: The Advanced Security Settings for Local Disk
13
Ensure that the settings are as shown in the graphic above:
Administrators has Full control permissions over This folder, subfolders and files
Creator Owner has Full control permissions over Subfolders and files only
System has Full control permissions over This folder, subfolders and files
Users has Read & Execute permissions over This folder, subfolders and files
14
If there are any extra permissions or groups shown (for example, the Everyone group), highlight them, and then click Remove.
15
Click OK to save your changes and close the Advanced Security settings window.
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In the Local Disk
17
Click OK.
18
Repeat steps 2 to 17 on each system drive in the application server.
To add the required groups to all system drives If any of the default groups that you require do not exist on any of the system drives, then you must add them. After you add them, follow the steps in “To verify the groups and permissions on all system drives” on page 332 to grant the groups the proper permissions. 1
Log on to the application server with administrator privileges.
2
On the application server, in Windows Explorer, navigate to drive C:, rightclick it, and then select Properties from the resulting pop-up menu. Result: The Local Disk
3
Click the Security tab.
4
Click Add. Result: The Select Users, Computers, or Groups window appears.
5
In the top of the window, locate the group that you want to add (for example, Users).
6
Double-click the account. Result: The user account appears at the bottom of the window.
7
Click OK. Result: The user account appears in the Local Disk
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8
Follow the steps in the procedure “To verify the groups and permissions on all system drives” on page 332 to grant the group the proper permissions.
9
Repeat steps 4 to 8 until you have added all the required groups.
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Applying security patches to the application server Introduction Occasionally, you must apply Microsoft hotfixes to your operating system to ensure proper functionality of all Symposium Web Client components. Given the number of operating system security patches and the complexity inherent in any network, Nortel Networks recommends that you create a systematic and accountable process for identifying and applying patches. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin 800-40, Procedures for Handling Security Patches. This bulletin suggests that if an organization does not have a centralized group to coordinate the storage, evaluation, and chronicling of security patches into a library, then system administrators or the contact center administrator must fulfill this role. In addition to these guidelines, whenever possible, Nortel Networks recommends that you follow Microsoft’s recommendations regarding newly discovered vulnerabilities, and that you promptly install any security patches issued by Microsoft. Nortel Networks also recommends that you follow the security guidelines for Symposium Web Client, which are available through Nortel Networks support organizations or your distributor. Whenever possible, Nortel Networks incorporates the latest OS security recommendations and patches in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security patches when vulnerabilities are discovered, Nortel Networks recommends that customers follow Microsoft’s guidelines as they are issued, including any Microsoft installation procedures and security patch rollback processes that may be in place. Finally, you must make a full system backup before patching the system to ensure that a rollback is possible, if required.
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Note: If Symposium Web Client does not function properly after you apply a Microsoft security patch, then you must remove the patch and revert to the previous version of Symposium Web Client (from the backup you made before applying the patch). For added security, always check to see if Nortel Networks has already verified the Microsoft patch for its compatibility with Symposium Web Client by going to the Symposium Web Client section of the Partner Information Center (PIC) web site at https://app12.nortelnetworks.com/cgi-bin/mynn/home/ NN_prodDoc.jsp?BkMg=0&prodID=39141&prodName=Symposium+Call+Ce nter+Web+Client+&progSrcID=8026&whereClause=23&curOid=12460&progName=Products+by+Brand+(Do cumentation). On this page, under the Tools section heading, click the link for the Symposium Service Packs and Security Hotfixes Compatibility List.
Internet Group Management Protocol (IGMP) hotfix This hotfix is not required if you have installed Windows Server 2003 with Service Pack 1. If you have not installed Service Pack 1 for Windows Server 2003, you must install the Internet Group Management Protocol (IGMP) patch from Microsoft and perform the required changes to the registry in order to receive multicast data properly. If your version of Windows Server 2003 requires the IGMP patch, but you do not install it, your server will not reliably receive multicast data from the server in Symposium Call Center Server. For a list of operating systems that require the IGMP patch, and for detailed instructions about installing the patch and performing the required changes to the registry, contact Microsoft Product Support Services. Alternatively, you can follow the instructions described in the Microsoft Knowledge Base article 815752 located at http://support.microsoft.com. The IGMP patch fixes an issue with the handling of multicast data on Windows Server 2003. The TCP/IP protocol stack that is shipped with this operating system supports IGMP version 3 by default. However, most of the data networking equipment currently deployed uses IGMP version 1 or version 2. If the operating system does not automatically drop back to IGMP version 1 or
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version 2, the multicast traffic does not reach the application server. After you install the IGMP patch, the operating system correctly detects the IGMP version that the network is using and drops back to use this version so that multicast traffic flows properly.
Jet Database Engine hotfix This hotfix is not required if you have installed Windows Server 2003 with Service Pack 1. If you have not installed Service Pack 1 for Windows Server 2003, you must install the Jet Database Engine hotfix to prevent Internet Information Services (IIS) from locking. If your version of Windows Server 2003 requires the Jet Database Engine hotfix, but you do not install it, your Symposium Web Client server may temporarily stop responding. For a list of operating systems requiring the patch and for detailed instructions about installing the patch, contact Microsoft Product Support Services. Alternatively, you can follow the instructions described in the Microsoft Knowledge Base article 838306 located at http://support.microsoft.com. Before you install the Jet Database Engine hotfix, you must install the security update described in the Microsoft Knowledge Base article 837001 located at http://support.microsoft.com. For further information, contact Microsoft Product Support Services.
What’s next? If you did not configure a DNS server during the Windows installation, Symposium Web Client cannot find the Symposium Call Center Server systems. In this case, your next step is to manually update the HOSTS table. For more information, see “Did you configure a name resolution server?” on page 1033.
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Section B: Coresidency in Symposium Web Client
In this section Overview
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Overview Introduction In Symposium Web Client Release 4.5 SU04 or later (on a Windows Server 2003 platform), you can install the following software on the same server:
Symposium Web Client
Symposium Call Center Server Release 5.0 Feature Pack 1 (or later)
Telephony Application Program Interface Service Provider (TAPI) 3.0
Note: Symposium Call Center Server Release 5.0 Feature Pack 1 includes the base Symposium Call Center Server Release 5.0 software with incremental content. You can install the following combinations of these software applications on the same server:
Symposium Call Center Server and Symposium Web Client
Symposium Call Center Server, Symposium Web Client, and TAPI 3.0
Installation order Note: When installing the Symposium Call Center Server software, if you plan on eventually configuring the PC as a coresident server with Symposium Web Client (or even if you simply want to have the option of doing so), then you must choose the option Coresident Server during the installation. You do not have to install Symposium Web Client right away. However, if you want to install Symposium Web Client on this server at a later date, you can only do so if you choose Coresident Server during the Symposium Call Center Server installation. When you are installing coresident applications, the installation order is important. You must always install the Symposium Call Center Server software first, followed by Symposium Web Client, and then TAPI (if applicable).
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During the Symposium Call Center Server installation, a new window appears prior to running the pre-installation checker, asking you whether the installation is standalone or coresident. If you select coresident, then you must select the applications that you will be installing after Symposium Call Center Server (Symposium Web Client only, or Symposium Web Client and TAPI). Your selection in this window changes the installation program accordingly. However, you do not have to install all coresident software at once. Instead, you can install one component, and then install the next component later if you want to work with a coresident server. For example, you can install Symposium Call Center Server (choosing Coresident Server in the new window that appears prior to running the pre-installation checker), and then, when the Symposium Call Center Server installation is finished, choose Cancel in the window that asks if you want to proceed with the coresident installation. When you want to install Symposium Web Client on this server, just insert the Symposium Web Client CD to begin the installation. Note: If you are installing a coresident server with Symposium Call Center Server and Symposium Web Client, then you have the option of adding the server to an existing Active Directory domain. However, if you choose to add the server to a domain, you can only do so after you have installed the operating system, Symposium Call Center Server, and Symposium Web Client. You cannot add the coresident server to a domain before installing Symposium Web Client. If you are installing a coresident server that includes a TAPI server, then you must add the server to a domain, and you do so after you install the TAPI software. With these restrictions in mind, if your company’s security policy requires that servers must always be part of a domain and you have chosen to install a coresident configuration, then you cannot delay the installation of Symposium Web Client (and TAPI, if applicable) as this would entail having Symposium Call Center Server running on a server that is not part of a domain. Instead, you must install Symposium Web Client (and TAPI, if applicable) directly after Symposium Call Center Server so that you can add the server to the domain immediately after the installation.
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Installation tips When you are performing a coresident installation, you must have on hand the installation CD for each program because you will be prompted to insert each CD during the installation. Follow the installation and configuration tips in the appropriate document for each software program:
For information on installing and configuring Symposium Call Center Server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide. For information on Symposium Web Client, follow the installation and configuration procedures for Windows Server 2003, as listed in this guide. For information on installing and configuring TAPI, see the Network Managers Guide for Symposium TAPI Service Provider for Succession, Release 3.0.
When installing the chosen software, first install the Symposium Call Center Server software from the Symposium Call Center Server application CD. Once the installation is complete, the installation program then prompts you to insert the Symposium Web Client application CD into the server. When you are finished installing Symposium Web Client, and if you are not installing TAPI, the system prompts you to restart the server. However, if you are installing TAPI, then it prompts you to insert the TAPI application CD. Note: Aside from the specific installation order described above, there are no other changes required to merge the different applications on one server. All existing limitations for a standalone installation of each application are equally applicable to the applications installed in a coresident configuration.
Networking and coresidency When you have the networking feature enabled, and one Symposium Call Center Server is coresident with the Symposium Web Client application server, then you can only use this Symposium Web Client application server to administer the Symposium server with which it resides. This is because the administration of other non-coresident Symposium servers puts an additional load on the CPU of the coresident server (which may impact the call center operation). 344
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If ADAM replication is enabled on the coresident Symposium Web Client application server, then this server shares Symposium Web Client data with all other replication-enabled Symposium Web Client ADAM instances in your network. For example, if you have a standalone Symposium Web Client application server that has a number of Symposium servers configured on it, then when this server replicates with a coresident application server, all Symposium servers are also visible on the coresident application server. However, even though the coresident Symposium Web Client application server displays these multiple Symposium servers, you can use it only to administer the Symposium server with which it resides. A further consideration is the extra bandwidth usage of coresident Symposium Web Client application servers that have multiple Symposium servers configured on them. Each Symposium Web Client application server (both standalone and coresident) receives multicast data from each Symposium server on the network. This multicast data is then consolidated and retransmitted out to the network, which can result in duplicate multicast data being sent out over the network. On a coresident Symposium Web Client application server that is not replicating, Nortel Networks recommends that you configure only the coresident Symposium Call Center Server that it will be administering. This configuration minimizes the amount of multicast data that is retransmitted by Symposium Web Client onto the network by using the multicast filtering feature. This feature allows Symposium Web Client to transmit only multicast data for the configured Symposium Call Center Server. You must note, however, that this is not possible in a scenario where replication is enabled and there is more than one Symposium Call Center Server configured on any of the replicating Symposium Web Client application servers. Notes:
The NCC server must be installed on a standalone server; it cannot coreside with Symposium Web Client on one server. If you have multiple application servers in your network, then the data that you create and store on one application server (such as partitions) is only available on this server; it is not reflected on all application servers in your network. For details on the hardware requirements of coresident servers, see “Coresident server hardware requirements” on page 49.
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Using Symposium Web Client on a coresident server When using Symposium Web Client on a coresident server that is also used as a client PC (when you launch a browser session on the coresident server and work with Symposium Web Client), to minimize the level of CPU usage, Nortel Networks recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled), and the real-time displays that you launch. Running historical reports and viewing real-time displays that contain large amounts of data both cause an increase in the total CPU usage, which can have a negative effect on the performance of the coresident server. When using Symposium Web Client on a coresident server with an external client PC, the same note about using the Historical Reporting component applies: to minimize the level of CPU usage, Nortel Networks recommends that you limit as much as possible the number of historical reports that you run (either ad hoc or scheduled) on the coresident server. Nortel Networks recommends that you consult the Capacity Assessment Tool (CapTool) before using any components on your coresident server to ensure that the server meets the requirements of your call center. As of the date of publication, the CapTool enables you to assess the setup of your coresident system when external clients are used. Future releases of the CapTool will include a coresident client/server component. The CapTool is available on the Partner Information Center (PIC) web site.
Multiple language support On coresident servers that contain Symposium Call Center Server, Symposium Web Client, and TAPI, the only supported language version of the Windows Server 2003 operating system is English. The following language versions of the Windows Server 2003 operating system are supported if the coresident server contains only Symposium Call Center Server and Symposium Web Client:
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Applying patches When you apply a patch or a Service Update to a coresident server, always refer to the readme file that accompanies the new software for instructions on installing the update and, in particular, guidelines on whether a server restart is required. The impact of the upgrade for the coresident system is always documented in the readme file.
Backing up and restoring data on a coresident server To keep data synchronized between Symposium Call Center Server and Symposium Web Client on a coresident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a coresident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Symposium Call Center Server and Symposium Web Client applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Symposium Call Center Server. Nortel Networks does not specifically recommend any tool for its compatibility with Symposium Call Center Server. Whenever you perform a partial backup of Symposium Call Center Server, you must ensure that you also perform a backup of Symposium Web Client. Furthermore, you must store both backups in the same location. The guidelines for performing backups on a coresident server are the same as those for a standalone server. For information on performing backups in Symposium Web Client, see Section B: “Backing up and restoring data in Windows 2003” on page 959. For information on performing backups in Symposium Call Center Server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
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Section C: Installing additional software on the server
In this section Overview
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Overview This section outlines the installation and configuration of Sybase Open Client 12.5, an additional software application that is a prerequisite for proper Symposium Web Client functionality:
Sybase Open Client version 12.5 You must install this software to use the Historical Reporting or Contact Center Management component of Symposium Web Client. You must install this application after you install Windows Server 2003, but before you install Symposium Web Client.
Notes:
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If you require any other third-party software (such as third-party backup utilities or antivirus software), you must install it after you install Symposium Web Client. While you must install Active Directory if your operating system is Windows 2000 Server/Advanced Server, when your operating system is Windows Server 2003, you do not require Active Directory. Instead, this operating system uses Active Directory Application Mode (ADAM), which is automatically installed when you install the Symposium Web Client software on a server running this operating system. For more information, see “About Active Directory Application Mode” on page 362.
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Installing Sybase Open Client on the application server Introduction ATTENTION
If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed and you do not need to install it again. Likewise, you do not need to verify the version of Sybase that is installed, nor do you need to upgrade the Sybase 12.5 ODBC driver. Instead, you can proceed directly to installing Symposium Web Client. For details, see “Installing Symposium Web Client (Windows Server 2003)” on page 370.
You must install Sybase Open Client version 12.5 to use the Historical Reporting and Contact Center Management components. To install Sybase Open Client, you must have administrator privileges on the application server. Note: If you have Sybase version 12.0 installed on the application server, then you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 installed on the application server, then you must uninstall it before you install version 12.5. For information on uninstalling the software, see the documentation posted on the Sybase web site at http://manuals.sybase.com/onlinebooks/group-as/asp1200e/aseinsnt. After you install Sybase Open Client version 12.5, you must update the Sybase Open Client driver. For details, see “To upgrade the Sybase 12.5 ODBC driver” on page 355.
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To verify the version of Sybase Open Client that is already installed Note: If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed and you do not need to install it again. Likewise, you do not need to verify the version of Sybase that is installed. If the server already has Sybase Open Client installed, perform the following procedure to verify the version of the software before upgrading to Sybase Open Client 12.5: 1
On the server, click Start ➝ Control Panel ➝ System. Result: The System Properties window appears.
2
Click the Advanced tab.
3
Click Environment Variables. Result: The Environment Variables window appears.
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Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
To install Sybase Open Client Note: If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed, and you do not need to install it again. You can use this procedure to install Sybase Open Client version 12.5 for the first time, or to upgrade from version 12.0. Symposium Web Client only functions with Sybase Open Client 12.5. If the application server already has a version of Sybase installed that is newer than version 12.5, then you must uninstall it completely before installing version 12.5. For information on uninstalling Sybase software, see “Uninstalling Sybase Open Client” on page 986. Tip: Insert the Symposium Call Center Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears.
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Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D:\ is the CD-ROM drive.
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Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
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Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
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Click Standard Install, and then click Next. Result: The Choose Directory window appears.
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If you are installing the software for the first time, type a custom location in which to install the software, or accept the default location shown. Nortel Networks recommends that when you are upgrading from Sybase 12.0, you type the same folder in which the Sybase software is currently installed. For example, if the software is installed on drive E: in a folder called Sybase, then you type E:\Sybase. However, if you do not know this location, then you can type a custom location in which to install the software, or accept the default location shown (C:\SYBASE). ATTENTION
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When choosing a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears, displaying the components being installed.
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Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files will be copied.
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Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program. If you are upgrading to Sybase version 12.5, the system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Since the file is optional, your choice does not affect the Sybase installation:
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replace Power Dynamo version 3.0.0 with version 3.5.2
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If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. Note: If a window with the following message appears, click OK: COMCTL32.DLL - The system does not need this update. When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components. 13
Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION
Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
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Click OK.
15
Close the Control Panel window. Continue with the procedure below, “To upgrade the Sybase 12.5 ODBC driver.”
To upgrade the Sybase 12.5 ODBC driver After you install Sybase Open Client version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. Notes:
If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed and you do not need to install it again, nor do you need to upgrade the Sybase 12.5 ODBC driver. For further instructions, see the instructions.txt file, which is located in the EBF11113 folder on the Symposium Web Client CD-ROM. If you already have Sybase Open Client 12.5 installed on the application server and are upgrading Symposium Web Client 4.5 from one build to the next, then you must still perform this procedure to upgrade the Sybase
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Open Client 12.5 ODBC driver before upgrading the Symposium Web Client software. 1
On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
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On the application server, reset IIS as follows: a. Click Start ➝ Run. b. In the Open box, type iisreset, and then click OK.
3
Install the updated driver, EBF11113, as follows: a. On the application server, open an MS-DOS prompt, and then navigate to the root directory of the Symposium Web Client CD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver, %SYBASE% is the environment variable containing the directory location of Sybase Open Client 12.5 software installed on the application server, and C:\EBF11113.TXT is the log file that you can use to verify if all the files were copied correctly. The portion of the command that lists /S /E /V /Y is forward slash ( / ), followed by the letter shown. 4
On the application server, verify that the system successfully updated the driver as follows: a. Click Start ➝ All Programs ➝ Administrative Tools. b. Click the Data Sources (ODBC) icon. Result: The ODBC Data Source Administrator window appears. c. Click the Drivers tab. d. In the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. Note: If the ODBC driver version is not 4.10.00.49, then open the log file, C:\EBF11113.txt, to verify if there were any error messages recorded during the xcopy.
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Following a successful update, the text file contains results similar to those listed below: EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
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What’s next? Install Symposium Web Client with Active Directory Application Mode.
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Section D: Installing Symposium Web Client on the server
In this section Overview
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About Active Directory Application Mode
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Installing or repairing individual Symposium Web Client components
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Overview Introduction The following steps detail how to install and configure Symposium Web Client on an application server that is running Windows Server 2003. The Web Client installation wizard requires approximately 5 minutes to acquire configuration information and to perform the installation. Before you begin, check for updates in any installation addenda posted on the appropriate web site:
http://www.nortel.com (for end customers)
http://www.nortel.com/prd/picinfo/ (for distributors)
Minimum requirements Note: The system requirements and installation procedures apply to Symposium Web Client and the Symposium Configuration Tool. Before you install and use Symposium Web Client, you must ensure that the following Windows components and third-party software have been installed and configured on the application server:
Windows Server 2003 Enterprise Edition or Standard Edition Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs: Active Directory Services Distributed File System Management and Monitoring Tools Microsoft .NET Framework 2.0 Beta 2 Other Network File and Print Services Subsystem for UNIX-based Windows Share Point Services
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If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2.
Internet Information Services with SMTP Terminal Services and Terminal Services Licensing (required only for the Script Manager or Editor portion of the Scripting component) Sybase Open Client version 12.5 (required for Historical Reporting and Contact Center Management)
If the Symposium Web Client setup wizard does not detect these programs or components on the application server, it terminates the installation process. Note: When the application server is running Windows Server 2003, the Symposium Web Client installation automatically includes Active Directory Application Mode, which is used by this operating system (instead of Active Directory). For more information, see “About Active Directory Application Mode” on page 362. Before you install Symposium Web Client, you must decide if you are installing Symposium Web Client as the default web site on the application server, or if you are installing it as a virtual directory on an existing web site. If you require more information, see “Web sites and virtual directories” on page 1166 to determine the type of web site that best suits your company’s needs. ATTENTION
Nortel Networks recommends that you install Symposium Web Client as the default web site, reserving the application server solely for the use of Symposium Web Client.
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About Active Directory Application Mode Introduction When the application server is running Windows Server 2003, it uses Active Directory Application Mode (ADAM), instead of Active Directory. While both Active Directory and ADAM act as information storage frameworks, there are several differences between them. Since ADAM runs as a nonoperating system service, the server on which it is installed does not have to be a domain controller. Instead, it can be installed on an application server that is a member of an existing domain (even an existing NT domain). Note: For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which ADAM is installed must not be a domain controller. It is optional whether it is a member of a domain.
Active Directory Application Mode and replication When you install Symposium Web Client and Active Directory Application Mode (ADAM) on a server that is running Windows Server 2003, you have the option of making the application server a member of an existing domain. When you designate the application server a member of an existing domain, you can choose to replicate a Symposium Web Client-specific instance of ADAM with other Symposium Web Client-specific instances of ADAM. To do so, you must have access to more than one Symposium Web Client application server, each with a Symposium Web Client-specific instance of ADAM installed. Replication means that you share the data stored in one ADAM installation, or instance, back and forth with another ADAM instance, ensuring that the replicated data is the same across both servers. While you may have access to multiple ADAM instances, and multiple Symposium Web Client-specific ADAM instances, each application server can have only one Symposium Web Client-specific ADAM instance. To maintain the integrity of your Symposium Web Client data, you can only replicate a Symposium Web Client-specific ADAM instance with one or more other Symposium Web Client-specific instances of ADAM. 362
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Replication helps to ensure the resiliency of the Symposium Web Client data that is stored on the application server by allowing objects created in one Symposium Web Client ADAM instance to be automatically copied to any other Symposium Web Client ADAM instance to which it has been joined through replication. In this way, replication can help you to recover if one of your application servers breaks down. For more detailed information on ADAM, see the Microsoft Web site at http://www.microsoft.com/windowsserver2003/adam/default.mspx. After you install ADAM on the application server, you can also consult the ADAM online Help by clicking Start ➝ All Programs ➝ ADAM ➝ ADAM Help.
Installation and uninstallation Unlike Active Directory, which you must manually install before installing Symposium Web Client, ADAM is automatically installed on application servers that are running Windows Server 2003 when you install the Symposium Web Client software. For details on installing Symposium Web Client, see “Installing Symposium Web Client (Windows Server 2003)” on page 370. While installing Symposium Web Client, the program offers you the following three choices about how you want to install ADAM, based on your current network configuration and whether you want to replicate ADAM:
You can choose not to replicate ADAM, in which case the Symposium Web Client and ADAM installation is automatic. You can choose to replicate ADAM when there are no existing Symposium Web Client-specific instances of ADAM. In this case, you create the first instance of ADAM, and can replicate it with other instances of ADAM later on. You can choose to replicate an existing Symposium Web Client-specific instance of ADAM. In this case, you create a Symposium Web Clientspecific instance of ADAM and you select the other Symposium Web Client-specific instance of ADAM that you want to replicate.
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ATTENTION
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After the ADAM installation (with replication) is complete, the first time full replication takes place, you may have to wait for some time for it to finish. The amount of time required depends on its setup (for example, whether it is in a domain, trusted domain, LAN, or a WAN) and the speed of the network. You cannot log on to Symposium Web Client until replication is fully completed on the new application server. After replication is complete, you can use Symposium Web Client, and replication is thereafter transparent to the user.
When you uninstall Symposium Web Client, the system asks if you want to preserve customer data. If you click No, the system uninstalls ADAM from the application server; if you click Yes, the system uninstalls Symposium Web Client, but leaves ADAM intact on the application server. When you reinstall Symposium Web Client, the system asks if you want to use the preserved customer data. If you click No, the system uninstalls ADAM from the application server, and then reinstalls ADAM with Symposium Web Client; if you click Yes, the system installs Symposium Web Client and uses the version of ADAM that was already installed.
Replicated data Replication causes certain Symposium Web Client data files to be copied between replicated servers. However, not all Symposium Web Client data is replicated. The following data is replicated between servers within the same domain:
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access classes
partitions
private and graphical real-time reports
real-time report filters
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The data listed above is exchanged between the Symposium Web Client 4.5 application servers, so that if it is changed on one server, it is replicated to the other application servers. No other Symposium Web Client data is replicated. The data that is not replicated includes
scheduling data for Contact Center Management assignments
scheduling data for historical reports
historical report output files
user-created historical reports that are imported into Symposium Web Client
real-time report exported files
Emergency Help exported files
Notes:
The version of the Symposium Web Client software must be the same on each server. Replication should not be used as a method of backing up Symposium Web Client data for the following two reasons: Not all Symposium Web Client data is replicated. You cannot use replication to roll back data to a specific time, which may be required. For more details on how to back up Symposium Web Client data, refer to “Backing up Symposium Web Client data in Windows Server 2003” on page 960.
ADAM and service accounts When installed on the application server, ADAM runs as a service and requires a service account. The type of ADAM service account that you can choose during the ADAM installation depends on the Windows workgroup or domain environment into which you are installing ADAM, and whether this is the first instance that you are installing in your network, or if you are replicating an existing instance.
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If you are replicating an existing instance, then your choices for the service account for this new instance vary according to
the Windows workgroup or domain into which the original ADAM instance was installed the service account chosen for the original ADAM instance
Before you install the first instance of ADAM (with replication), you must note the environment into which you are installing it; when you are replicating an existing instance, you must note both the environment into which you are installing the replica instance and the type of service account chosen for the original instance. Note: For Symposium Web Client to function properly when installed on a Windows Server 2003 platform, the server on which ADAM is installed must not be a domain controller. It is optional whether it is a member of a domain. Example - first ADAM instance If you are installing the first instance of ADAM within a Windows 2000 domain or forest, then you have the option of choosing a network service, workstation user, or domain user as the service account type for this ADAM instance. Example - replica of existing ADAM instance If you are installing a replica of an existing Symposium Web Client ADAM instance, your choices are limited according to the type of service account chosen for the original ADAM instance. For example, if the original ADAM instance was installed in a Windows NT 4.0 domain, and the service account chosen for it was a workstation user, then your only choice for the service account for the replicated instance is also a workstation user. For more information, you can also consult the Microsoft documentation.
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The following table outlines the ADAM service account options that are available to you based on the environment into which you are installing ADAM:
Security context
Service account First ADAM instance
Workgroup
Replica ADAM instances
Network service Replica ADAM Not applicable instances not allowed Workstation user
Windows 2000 domain or forest
Default replication authentication method
Workstation user
Negotiated pass-through
Network service Network service Negotiated OR Domain user
OR
Workstation user
Workstation user
Negotiated pass-through
Windows Server 2003 domain or forest
Domain user
Domain user
Negotiated
Windows NT 4.0 domain
Workstation user
Workstation user
Negotiated pass-through
Domain user
Domain user
Negotiated
OR Network service
Scheduling ADAM replication Once you have installed ADAM with replication and have performed the first complete replication cycle, you can choose the replication schedule. You can choose when to replicate ADAM data, and how often to replicate it. Note that if you do not choose the replication schedule, the system still replicates the data according to its default schedule of once an hour, every day. Planning, Installation, and Administration Guide
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Note: After you install ADAM on the application server, you can also consult the ADAM online Help for details on scheduling replication. Click Start ➝ All Programs ➝ ADAM ➝ ADAM Help to launch the online Help application. To schedule ADAM replication You can change the frequency and time of the replication schedule by using the ADSIEdit Editor, a tool that is installed on the application server when you install ADAM. This is a powerful tool and should only be used by personnel who are familiar with it. 1
To access the tool, click Start ➝ All Programs ➝ ADAM ➝ ADAM ADSI Edit. Result: The ADAM adsiedit window appears. The first time you open the tool, this window appears blank. You must first connect to the ADAM service. Note: If you have already opened this tool and have connected to the service, then you can proceed to step 5.
2
Click Action ➝ Connect to. Result: The Connection Settings window appears.
3
Ensure that the following values are selected:
4
Under the Connect to the following node section, ensure that the Well-known naming context option button is selected, and within its drop-down list, Configuration appears.
Click OK. Result: The ADAM adsiedit window reappears with the connection showing in the tree in the left pane.
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5
In the tree, double-click My Connection.
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When it expands, double-click the configuration partition folder, CN=Configuration, CN=<partition label>.
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Double-click the CN=Sites folder.
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Double-click the CN=Default-First-Site-Name folder.
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Double-click the CN=Servers folder.
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Within this folder, double-click the site container in which the ADAM instance resides. In this case, it is the server upon which this ADAM instance resides, CN=<server name>$SymposiumWC. Symposium Call Center Web Client
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Within this folder, click CN=NTDS Site Settings. Result: An element appears in the right pane.
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In the right pane, right-click the element and, from the resulting pop-up menu, click Schedule. Result: The Schedule window appears.
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Choose your replication schedule, and then click OK.
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Close the ADAM adsiedit window to save your changes.
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Installing Symposium Web Client (Windows Server 2003) Introduction You must have administrator privileges in Windows Server 2003 to install Symposium Web Client on the application server. After you install the software from the Symposium Web Client CD, you must apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. Service updates are no longer supplied on a supplementary CD for Symposium Web Client. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. ATTENTION
The procedures in this section outline how to install Symposium Web Client for the first time. If you are reinstalling Symposium Web Client 4.5 on an application server that is running Windows Server 2003, then there are a different series of steps that you must follow. For details, see “Scenarios for reinstalling Symposium Web Client (Windows Server 2003)” on page 461.
Installation options for Symposium Web Client and Active Directory Application Mode The procedures in this section are organized into three separate installation types, according to how you want to install Active Directory Application Mode (ADAM). Choose your installation type based on your current network configuration and whether you want to replicate ADAM.
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You can choose not to replicate ADAM, in which case the Symposium Web Client and ADAM installation is automatic. For details, see “To install Symposium Web Client on the application server (no ADAM replication)” on page 371.
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You can choose to replicate ADAM when there are no existing Symposium Web Client-specific instances of ADAM. In this case, you install the first instance of ADAM, and can thereafter replicate it if desired. For details, see “To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist)” on page 390. You can choose to replicate an existing Symposium Web Client-specific instance of ADAM. For details, see “To install Symposium Web Client on the application server (and replicate an existing ADAM instance)” on page 420.
To install Symposium Web Client on the application server (no ADAM replication) Perform this procedure to install Symposium Web Client and ADAM for the first time with no replication. Note that if you install ADAM in this way, you cannot choose to replicate this instance later on. ATTENTION
This procedure outlines how to install Symposium Web Client for the first time. If you are reinstalling Symposium Web Client 4.5 on an application server that is running Windows Server 2003, then there are a different series of steps that you must follow. For details, see “Scenarios for reinstalling Symposium Web Client (Windows Server 2003)” on page 461.
Note: You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ All Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation.
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Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
5
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
6
Click Next. Result: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed on page 360 are not met. If all requirements are met, then the installation continues (see page 373 for further steps).
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The Symposium Web Client Setup Wizard window appears.
7
Click Next. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
9
Key codes are case-sensitive.
Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want ADAM to replicate with an existing instance of ADAM already on the network. If you are performing this procedure, it is because you do not want to replicate ADAM. If you want to replicate ADAM, see “To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist)” on page 390, or “To install Symposium Web Client on the application server (and replicate an existing ADAM instance)” on page 420.
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Click No. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information. b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client.
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Click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
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reset the name in IIS. For details, see “Do you need to change the computer name of the application server?” on page 1015. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Port Configuration for ADAM window appears.
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Based on the server configuration, the default values in this window vary, as follows:
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Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Click Next. Result: The Web Site Type window appears.
You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166.
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To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166. 14
Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
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Complete: Click Complete to install all Symposium Web Client components and proceed to step 19.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent 380
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Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 17
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 18
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 21
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administrative privileges and is required for proper Symposium Web Client functionality. Note: You are only required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. Since you are performing a fresh installation, the Old Password box is disabled.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates.
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Then the system installs Active Directory Application Mode (ADAM).
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When it is finished installing ADAM, click Next. Result: The Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: Based on your installation type, a different window appears.
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If you are installing Symposium Web Client on a coresident server, and you have chosen to install TAPI 3.0 on the server, then a window appears asking you to continue with the TAPI installation.
Click OK, and then insert the TAPI 3.0 CD into the server.
If you are not installing TAPI, then the Symposium Web Client Installer Information dialog box appears.
Click Yes to restart your computer.
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1.
Download and apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. To register for this web site, follow the instructions listed at http://nortel.com/register.
2.
Configure Internet Explorer 6.0 if you want to use the application server as a client PC in Symposium Web Client. For details, see “Configuring Internet Explorer” on page 531.
3.
Add the IUSR_SWC account as the anonymous account for IIS before you use Historical Reporting. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
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Optionally, you can now install the XML automated assignments feature, which is used in conjunction with the Contact Center Management component. This feature enables you to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. For information on installing this feature, see the XML Assignments User Guide. This guide and other associated documentation and engineering/development support resources for the XML automated assignments feature are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841. If you do not want to install this feature, then proceed directly to configuring the application server. For more information, see Section F: “Configuring the server (Windows Server 2003)” on page 529.
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To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist) Perform this procedure if you want to install Symposium Web Client for the first time and replicate ADAM when there are no existing Symposium Web Clientspecific instances of ADAM. In this case, you install the first instance of ADAM, and can thereafter replicate it, if desired, with other Symposium Web Client instances that you subsequently add to application servers in your network. ATTENTION
The following procedure outlines how to install Symposium Web Client for the first time. If you are reinstalling Symposium Web Client 4.5 on an application server that is running Windows Server 2003, then there are a different series of steps that you must follow. For details, see “Scenarios for reinstalling Symposium Web Client (Windows Server 2003)” on page 461.
Notes:
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Before you perform this procedure, you must know the security context in which you are creating this ADAM instance. For example, is it a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, or is it within a workgroup, and so on. For more information, see “ADAM and service accounts” on page 365 or consult the Microsoft documentation. You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ All Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation.
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Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed on page 360 are not met. If all requirements are met, then the installation continues.
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The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you are performing this procedure, it is because you want to create the first instance of ADAM, with the option of replicating it later. If you want to replicate an existing instance of ADAM, see “To install Symposium Web Client on the application server (and replicate an existing ADAM instance)” on page 420. If you do not want to replicate ADAM, see “To install Symposium Web Client on the application server (no ADAM replication)” on page 371.
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Click Yes. Result: The welcome window for the ADAM setup wizard appears.
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Click Next. Result: The ADAM license agreement appears.
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Accept the terms of the license agreement, and then click Next. Result: The Installation Options window appears.
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Ensure that the default value, ADAM and ADAM administration tools, is selected, and then click Next. Result: The Setup Options window appears.
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Since you are installing the first instance of ADAM in your network, click A unique instance, and then click Next. Note: This choice creates a new ADAM instance, which you can then replicate with any other Symposium Web Client instances of ADAM that you subsequently add to your network. Result: The Instance Name window appears.
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Type the name by which this instance of ADAM can be identified. For proper replication of Symposium Web Client data, you must type SymposiumWC, and then click Next. Result: The Ports window appears.
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
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Click Next. Result: The Application Directory Partition window appears.
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In this window, you specify the location in ADAM where Symposium Web Client data is stored. Click Yes, create an application directory partition, and then, in the Partition name box, type DC=Nortelnetworks,DC=COM. Note: You must type this string exactly as shown; otherwise, the replication of Symposium Web Client data does not function properly.
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Click Next. Result: The File Locations window appears.
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This window displays the location where ADAM-specific files reside on the application server. Accept the default values, and then click Next. Result: The Service Account Selection window appears.
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This window enables you to select the service account requirements of this ADAM instance. Since ADAM runs as a service on the server, it requires a
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service account. ADAM service account requirements depend on the Windows workgroup or domain environment in which you are installing ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so Network service account is selected. Choose the option that best suits your network configuration, and then click Next. Note: The values shown in this procedure are only sample values that you could choose if the application server were a Windows Server 2003 member server in a Windows 2000 domain. However, there are other possible configurations for which these values do not work. Therefore, you must choose the appropriate values based on your specific network configuration. See “ADAM and service accounts” on page 365 or the Microsoft documentation for more information. Result: The ADAM Administrators window appears.
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In this window, you specify an account or group that can be used to administer this ADAM instance. Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select User or Group window appears.
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Ensure that the local computer name appears in the From this location box (the computer on which you are installing ADAM). If the application server name does not appear, then click Locations and browse to the correct computer name.
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Click Advanced. Result: The bottom portion of the Select User or Group window expands.
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Ensure that User, Group, or Built-in security principal appears in the Select this object type box. (If it does not appear, then click Object Types and locate it.) Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
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From the list of user accounts and groups, highlight the Administrators group, and then click OK. Note: Ensure that you click the Administrators (plural) group, as shown in the graphic above. Groups are denoted by the double-head icon, while users are represented by single heads. Result: The Select User or Group window reappears, with the Administrators group shown at the bottom.
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Confirm that you have selected the correct group (Administrators), and that it is located on the local computer, and then click OK. Result: The ADAM Administrators window reappears with the Administrators group shown at the bottom.
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Click Next. Result: The Importing LDIF Files window appears.
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This window enables you to import additional Lightweight Directory Interchange Format (LDIF) files into your ADAM instance. However, since Symposium Web Client already imports these files, leave the default option
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Do not import LDIF files for this instance of ADAM selected, and then click Next. Result: The Ready to Install window appears.
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Confirm the installation components, and then click Next. Result: The completing window appears, notifying you that ADAM was successfully installed.
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Click Finish. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information. b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section: Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client.
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Click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
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reset the name in IIS. For details, see “Do you need to change the computer name of the application server?” on page 1015. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Web Site Type window appears.
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You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166. To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166.
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Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
Complete: Click Complete to install all Symposium Web Client components and proceed to step 39.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
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c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 37
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
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b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 38
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 41
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality. Note: You are only required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. Since you are now performing a fresh installation, the Old Password box is disabled.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: Based on your installation type, a different window appears.
If you are installing Symposium Web Client on a coresident server, and you have chosen to install TAPI 3.0 on the server, then a window appears asking you to continue with the TAPI installation.
Click OK, and then insert the TAPI 3.0 CD into the server.
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If you are not installing TAPI, then the Symposium Web Client Installer Information dialog box appears.
Click Yes to restart your computer.
What’s next? 1.
Download and apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. To register for this web site, follow the instructions listed at http://nortel.com/register.
2.
Configure Internet Explorer 6.0 if you want to use the application server as a client PC in Symposium Web Client. For details, see “Configuring Internet Explorer” on page 531.
3.
Add the IUSR_SWC account as the anonymous account for IIS before you use Historical Reporting. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
4.
Optionally, you can now install the XML automated assignments feature, which is used in conjunction with the Contact Center Management component. This feature enables you to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. For information on installing this feature, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on
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the Developer Program, including an online membership application, is also available on this site. Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841. If you do not want to install this feature, then proceed directly to configuring the application server. For more information, see Section F: “Configuring the server (Windows Server 2003)” on page 529. To install Symposium Web Client on the application server (and replicate an existing ADAM instance) Perform this procedure if you want to install Symposium Web Client with ADAM for the first time and replicate an existing Symposium Web Client ADAM instance in your network. In this procedure, you create the ADAM instance on your application server and navigate to another Symposium Web Client instance on another application server. You can only replicate existing Symposium Web Client-specific instances of ADAM and only if they have been installed according to the procedure “To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist)” on page 390 or according to the following procedure. Note: You must verify that IIS is completely installed before you install Symposium Web Client. Click Start ➝ All Programs ➝ Administrative Tools. If Internet Services Manager is listed, it means that IIS was successfully installed. If it does not appear, then you must ensure that it is correctly installed before you proceed with the Symposium Web Client installation. Before performing this procedure, you must know the following:
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the name of your domain controller the name of the remote application server containing the ADAM instance with which you want to replicate the port number the ADAM instance uses on this remote computer to communicate the security context in which you are installing the ADAM instance and the type of service account chosen for the original ADAM instance. For Symposium Call Center Web Client
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example, are you installing a Windows Server 2003 member server within a Windows 2000 domain, a Windows Server 2003 domain, or is it within a workgroup, and so on. For more information on this, see “ADAM and service accounts” on page 365 or consult the Microsoft documentation. In addition, there must be a domain user created on the domain controller that is a member of the Administrators group and the Replicator group, and you must know the user name and password for this user. ATTENTION
The following procedure outlines how to install Symposium Web Client for the first time. If you are reinstalling Symposium Web Client 4.5 on an application server that is running Windows Server 2003, then there are a different series of steps that you must follow. For details, see “Scenarios for reinstalling Symposium Web Client (Windows Server 2003)” on page 461.
ATTENTION
After the ADAM installation (with replication) is complete, the first time full replication takes place, you may have to wait for some time for it to finish. The amount of time required depends on its setup (for example, whether it is in a domain, trusted domain, LAN, or a WAN) and the speed of the network. You cannot log on to Symposium Web Client until replication is fully completed on the new application server. After replication is complete, you can use Symposium Web Client and replication is thereafter transparent to the user.
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Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The program checks to see if the required third-party software is installed on the server, and stops the installation if any of the minimum requirements listed on page 360 are not met. If all requirements are met, then the installation continues (see page 392 for further steps).
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The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you are performing this installation, it is because you want to replicate an existing instance of ADAM. If you want to create the first instance of ADAM, see “To install Symposium Web Client on the application server (ADAM replication when no other ADAM instances exist)” on page 390. If you do not want to replicate ADAM, see “To install Symposium Web Client on the application server (no ADAM replication)” on page 371.
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Click Yes. Result: The welcome window for the ADAM setup wizard appears.
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Click Next. Result: The ADAM license agreement appears.
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Accept the terms of the license agreement, and then click Next. Result: The Installation Options window appears.
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Ensure that the default value, ADAM and ADAM administration tools, is selected, and then click Next. Result: The Setup Options window appears.
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Click A replica of an existing instance, and then click Next. Result: The Instance Name window appears.
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Type the name by which this instance of ADAM can be identified. For proper replication of Symposium Web Client data, you must type SymposiumWC, and then click Next. Result: The Ports window appears.
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Click Next. Result: The Joining a Configuration Set window appears.
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In this window, you select the computer that contains the ADAM instance with which you want to replicate and the port number on that computer that ADAM uses to communicate. In the Server box, type the name of the application server containing the ADAM instance with which you want to replicate. If you do not know the name of the computer, perform the following steps. Otherwise, skip to step 20. a. Click Browse to locate the computer. Result: The Select Computer window appears.
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b. In the Select this object type box, ensure that Computer appears. If it does not appear, then click Object Types and select Computer. c. In the From this location box, ensure that your domain controller appears. If it does not appear, then click Locations to select it. d. When these values are in the boxes noted, click Advanced. e. Click Find Now. Result: The list of available computers appears at the bottom of the window. f.
From the list of computers, select the Symposium Web Client application server containing the ADAM instance with which you want to replicate your ADAM instance, and then click OK. Result: The Select Computer window reappears.
g. Click OK to return to the Joining a Configuration Set window.
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In the LDAP Port box, type the port number on the remote server that the ADAM instance uses to communicate, and then click Next. Note: You must type the correct computer name and port number. If you type incorrect information in this window, an error message appears. Result: The Administrative Credentials for the Configuration Set window appears. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Symposium Web Client ADAM instances, they all belong to the same configuration set.
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In this window, you must select an administrative user before you can add this remote ADAM instance into the existing configuration set. The domain user you select must already exist on the domain controller and must be a member of both the Administrators group and the Replicator group. Click This account, and then type the domain name followed by the user name in the format <domain name>\<user name>. For example, in the graphic above, the domain name is APPTEST2, and the user name is DomainUserX.
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In the Password box, type the password for this user account, and then click Next. Result: The system confirms the existence of the other ADAM instance on the server you indicated, and confirms the port number and user credentials you typed, and then the Copying Application Directory Partitions window appears.
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The directory partitions that exist in the other ADAM instance appear in the Available partitions box. All Symposium Web Client-specific ADAM instances have the DC=Nortelnetworks,DC=COM partition. (If this partition is not displayed, then this ADAM instance contains no Symposium Web Client-specific data and you cannot replicate this instance.) In the Available partitions box, highlight the partition DC=Nortelnetworks,DC=COM, and then click Add to move it to the Partitions to copy box.
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Click Next. Result: The File Locations window appears.
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This window displays the location where ADAM-specific files reside on the application server. Accept the default values, and then click Next. Result: The Service Account Selection window appears.
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This window enables you to select the service account requirements of the ADAM instance that you are creating on the application server. Since Symposium Call Center Web Client
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ADAM runs as a service on the server, it requires a service account. ADAM service account requirements depend on the Windows workgroup or domain environment in which you are installing ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so Network service account is selected. Choose the option that best suits your network configuration, and then click Next. Note: The values shown in this procedure are only sample values that you could choose if the application server were a Windows Server 2003 member server in a Windows 2000 domain. However, there are other possible configurations for which these values do not work. Therefore, you must choose the appropriate values based on your specific network configuration. See “ADAM and service accounts” on page 365 and the Microsoft documentation for more information. Result: The ADAM Administrators window appears.
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In this window, you specify an account or group that can be used to administer this ADAM instance. Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select User or Group window appears.
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Ensure that the local computer name appears in the From this location box (the computer on which you are installing ADAM). If the application server name does not appear, then click Locations and browse to the correct computer name.
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Click Advanced. Result: The bottom portion of the Select User or Group window expands.
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Ensure that User, Group, or Built-in security principal appears in the Select this object type box. (If it does not appear, then click Object Types and locate it.) Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
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From the list of user accounts and groups, highlight the Administrators group, and then click OK. Note: Ensure that you click the Administrators (plural) group, as shown in the graphic above. Groups are denoted by the double-head icon, while users are only single heads. Result: The Select User or Group window reappears, with the Administrators group shown at the bottom.
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Confirm that you have selected the correct group (Administrators), and that it is located on the local computer, and then click OK. Result: The ADAM Administrators window reappears with the Administrators group shown at the bottom.
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Click Next. Result: The Ready to Install window appears.
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Confirm the installation components, and then click Next. Result: The completing window appears, notifying you that ADAM was successfully installed.
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Click Finish. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information. b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client.
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Click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
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reset the name in IIS. For details, see “Do you need to change the computer name of the application server?” on page 1015. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Web Site Type window appears.
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You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166. To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166.
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Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
Complete: Click Complete to install all Symposium Web Client components and proceed to step 42.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
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c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 40
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
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b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 41
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. ATTENTION
Installation ends if you did not install the required thirdparty applications prior to installing Symposium Web Client. An error dialog box appears listing the missing software, and the setup wizard closes. You cannot complete the Symposium Web Client installation until you install all required software.
Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 44
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality. Note: You are only required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. Since you are now performing a fresh installation, the Old Password box is disabled.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: This instance of ADAM now has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer. Based on your installation type, a different window now appears.
If you are installing Symposium Web Client on a coresident server, and you have chosen to install TAPI 3.0 on the server, then a window appears asking you to continue with the TAPI installation.
Click OK, and then insert the TAPI 3.0 CD into the server. 450
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If you are not installing TAPI, then the Symposium Web Client Installer Information dialog box appears.
Click Yes to restart your computer.
What’s next? 1.
Download and apply the latest Service Update from the Nortel Networks Enterprise Solutions PEP Library web site at http://www.nortel.com/espl. To register for this web site, follow the instructions listed at http://nortel.com/register.
2.
Configure Internet Explorer 6.0 if you want to use the application server as a client PC in Symposium Web Client. For details, see “Configuring Internet Explorer” on page 531.
3.
Add the IUSR_SWC account as the anonymous account for IIS before you use Historical Reporting. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
4.
Optionally, you can now install the XML automated assignments feature, which is used in conjunction with the Contact Center Management component. This feature enables you to simultaneously update multiple supervisor and skillset assignments by creating a specially formatted XML file. For information on installing this feature, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on
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the Developer Program, including an online membership application, is also available on this site. Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841. If you do not want to install this feature, then proceed directly to configuring the application server. For more information, see Section F: “Configuring the server (Windows Server 2003)” on page 529.
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Installing or repairing individual Symposium Web Client components Introduction You can repair corrupted files for a component in Symposium Web Client by reinstalling that particular component. You can also add new Symposium Web Client components after the initial installation.
Repairing a damaged Symposium Web Client component You can repair a damaged Symposium Web Client component, using the Add/ Remove Programs feature in Windows. To repair a damaged Symposium Web Client component 1
Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Select Symposium Web Client from the list of installed programs.
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Click Change. Result: The Welcome to the Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The Program Maintenance window appears.
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Click Repair.
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Click Next. Result: The Ready to Repair the Program window appears. Note: You do not have to identify which components are malfunctioning. Symposium Web Client checks all of its components to identify those that require repair.
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Click Next. Result: The Repair window appears and the repair process begins. A repair completion message appears when the repair is finished.
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Click Finish to close the Repair window. Result: The Symposium Web Client Installer Information dialog box prompts you to restart your computer.
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Click Yes to restart the system.
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Installing an individual Symposium Web Client component To install Real-Time Reporting, Historical Reporting, or Agent Desktop Displays in Symposium Web Client, run the Symposium Web Client installation program, enter a new keycode, and then install the component. After you add the Historical Reporting component, you must install and configure Simple Mail Transfer Protocol (SMTP) on the application server if you want to take advantage of Historical Reporting’s e-mail notification feature. See “To configure the SMTP server” on page 583. To install an individual Symposium Web Client component 1
Insert the Symposium Web Client CD in the application server’s CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Select Symposium Web Client from the list of installed programs.
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Click Change. Result: The Welcome to the Symposium Call Center Web Client Setup window appears.
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Click Next. Result: The Program Maintenance window appears with the system default as Modify.
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Click Next. Result: The Custom Setup window appears and lists the Symposium Web Client components. The components that are not installed are preceded by an X.
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Click the drop-down arrow beside the name of the component that you want to add. Note: You must install individual components from the Symposium Web Client application CD-ROM. You cannot install individual components from an upgrade setup.exe file.
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On the resulting pop-up menu, click This feature will be installed on local hard drive.
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Click Next. Result: The Ready to Modify the Program window appears.
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Click Install. Result: The Installing Symposium Call Center Web Client window appears with a status bar that displays the progress of the installation process. When the installation is complete, the Completing Symposium Call Center Web Client Setup Wizard window appears.
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Click Finish. Result: The Symposium Call Center Web Client Installer Information window appears.
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Click Yes to restart the system.
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Section E: Reinstalling Symposium Web Client (Windows Server 2003)
In this section Overview
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Scenarios for reinstalling Symposium Web Client (Windows Server 2003) 461
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Overview Introduction When you uninstall Symposium Web Client 4.5 from an application server that is running Windows Server 2003, the system asks you if you want to preserve customer data. If you click No, the system uninstalls Active Directory Application Mode (ADAM) from the application server; if you click Yes, the system uninstalls Symposium Web Client, but leaves ADAM intact on the application server. When you then reinstall Symposium Web Client 4.5 on the server, the installation changes based on
whether you choose to use the preserved customer data during the reinstallation whether you choose to enable ADAM replication during the reinstallation
This section includes the reinstallation procedure for all scenarios. Note that these scenarios are applicable only if the operating system on the application server is Windows Server 2003, since it supports ADAM. If the operating system is Windows 2000 Server/Advanced Server, then you can perform the normal installation procedure to reinstall the software. ATTENTION
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If you have the Windows Server 2003 operating system, when reinstalling Symposium Web Client on the application server, you must reinstall it in the same directory in which it was originally installed or errors will occur (the default directory is C:\Program Files\Nortel Networks\WClient, but it may have been installed in a custom location).
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Scenarios for reinstalling Symposium Web Client (Windows Server 2003) Introduction Before you reinstall the software, choose the appropriate scenario from the following list, and then follow the applicable procedure:
You are reinstalling the software, you do not want to use preserved customer data, and you want to enable ADAM replication. Follow the procedure “To reinstall Symposium Web Client (do not use preserved customer data but enable replication)” below. You are reinstalling the software, you do not want to use preserved customer data, and you do not want to enable ADAM replication. Follow the procedure “To reinstall Symposium Web Client (do not use preserved customer data and do not enable replication)” on page 493. You are reinstalling the software, and you want to use preserved customer data. Follow the procedure “To reinstall Symposium Web Client (use preserved customer)” on page 512.
To reinstall Symposium Web Client (do not use preserved customer data but enable replication) Follow the procedure below to reinstall Symposium Web Client 4.5 if the operating system on the application server is Windows Server 2003 and you are choosing to not use preserved customer data. You are choosing, however, to enable ADAM replication. During this procedure, the program uninstalls ADAM from the application server (and then reinstalls it). 1
Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The system prompts you to restore customer data.
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Click No if you do not want the system to restore previously saved data. The system uninstalls Active Directory Application Mode from the application server, and then reinstalls ADAM with Symposium Web Client (if you click Yes, the system installs Symposium Web Client and uses the
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version of ADAM that was already installed and saved with the preserved customer data.) Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
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Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you are performing this reinstallation procedure, it is because you want to replicate an existing instance of ADAM.
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Click Yes. Result: A warning window appears, notifying you that the existing ADAM instance will be removed from the application server.
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Click Yes. Result: Another warning window appears, notifying you that the system will remove the ADAM configuration set from the application server. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Symposium Web Client ADAM instances, they all belong to the same configuration set.
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Click Yes. Result: The Active Directory Application Mode Removal Wizard appears and the system uninstalls ADAM.
When the system is finished uninstalling ADAM, the following window appears:
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Click Close. Result: The welcome window for the ADAM setup wizard appears.
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Click Next. Result: The ADAM license agreement appears.
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Accept the terms of the license agreement, and then click Next. Result: The Installation Options window appears.
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Ensure that the default value, ADAM and ADAM administration tools, is selected, and then click Next. Result: The Setup Options window appears.
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Click A replica of an existing instance, and then click Next. Result: The Instance Name window appears.
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Type the name by which this instance of ADAM can be identified. For proper replication of Symposium Web Client data, you must type SymposiumWC, and then click Next. Result: The Ports window appears.
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Click Next. Result: The Joining a Configuration Set window appears.
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In this window, you select the computer that contains the ADAM instance with which you want to replicate and the port number on that computer that ADAM uses to communicate. In the Server box, type the name of the application server containing the ADAM instance with which you want to replicate. If you do not know the name of the computer, perform the following steps. Otherwise, skip to step 24. a. Click Browse to locate the computer. Result: The Select Computer window appears.
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b. In the Select this object type box, ensure that Computer appears. If it does not appear, then click Object Types and select Computer. c. In the From this location box, ensure that your domain controller appears. If it does not appear, then click Locations to select it. d. When these values are in the boxes noted, click Advanced. e. Click Find Now. Result: The list of available computers appears at the bottom of the window. f.
From the list of computers, select the Symposium Web Client application server containing the ADAM instance with which you want to replicate your ADAM instance, and then click OK. Result: The Select Computer window reappears.
g. Click OK to return to the Joining a Configuration Set window.
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In the LDAP Port box, type the port number on the remote server that the ADAM instance uses to communicate, and then click Next. Note: You must type the correct computer name and port number. If you type incorrect information in this window, an error message appears. Result: The Administrative Credentials for the Configuration Set window appears. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Symposium Web Client ADAM instances, they all belong to the same configuration set.
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In this window, you must select an administrative user before you can add this remote ADAM instance into the existing configuration set. The domain user you select must already exist on the domain controller and must be a member of both the Administrators group and the Replicator group. Click This account, and then type the domain name followed by the user name in the format <domain name>\<user name>. For example, in the graphic above, the domain name is APPTEST2, and the user name is DomainUserX.
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In the Password box, type the password for this user account, and then click Next. Result: The system confirms the existence of the other ADAM instance on the server you indicated, and confirms the port number and user credentials you typed, and then the Copying Application Directory Partitions window appears.
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The directory partitions that exist in the other ADAM instance appear in the Available partitions box. All Symposium Web Client-specific ADAM instances have the DC=Nortelnetworks,DC=COM partition. (If this partition is not displayed, then this ADAM instance contains no Symposium Web Client-specific data and you cannot replicate this instance.) In the Available partitions box, highlight the partition DC=Nortelnetworks,DC=COM, and then click Add to move it to the Partitions to copy box.
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Click Next. Result: The File Locations window appears.
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This window displays the location where ADAM-specific files reside on the application server. Accept the default values, and then click Next. Result: The Service Account Selection window appears.
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This window enables you to select the service account requirements of the ADAM instance that you are creating on the application server. Since Symposium Call Center Web Client
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ADAM runs as a service on the server, it requires a service account. ADAM service account requirements depend on the Windows workgroup or domain environment in which you are installing ADAM, and the options in this window vary based on your configuration. In this example, ADAM is installed as a Windows Server 2003 member server in a Windows 2000 domain, so Network service account is selected. Choose the option that best suits your network configuration, and then click Next. Note: The values shown in this procedure are only sample values that you could choose if the application server were a Windows Server 2003 member server in a Windows 2000 domain. However, there are other possible configurations for which these values do not work. Therefore, you must choose the appropriate values based on your specific network configuration. See “ADAM and service accounts” on page 365 and the Microsoft documentation for more information. Result: The ADAM Administrators window appears.
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In this window, you specify an account or group that can be used to administer this ADAM instance. Ensure that This account is selected, and then click Browse to locate the account on the local PC. Result: The Select User or Group window appears.
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Ensure that the local computer name appears in the From this location box (the computer on which you are installing ADAM). If the application server name does not appear, then click Locations and browse to the correct computer name.
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Click Advanced. Result: The bottom portion of the Select User or Group window expands.
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Ensure that User, Group, or Built-in security principal appears in the Select this object type box. (If it does not appear, then click Object Types and locate it.) Click Find Now. Result: The list of all the user accounts, groups, and security principals configured on the server appears.
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From the list of user accounts and groups, highlight the Administrators group, and then click OK. Note: Ensure that you click the Administrators (plural) group, as shown in the graphic above. Groups are denoted by the double-head icon, while users are only single heads. Result: The Select User or Group window reappears, with the Administrators group shown at the bottom.
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Confirm that you have selected the correct group (Administrators), and that it is located on the local computer, and then click OK. Result: The ADAM Administrators window reappears with the Administrators group shown at the bottom.
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Click Next. Result: The Ready to Install window appears.
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Confirm the installation components, and then click Next. Result: The completing window appears, notifying you that ADAM was successfully installed.
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Click Finish. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information. b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section: Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client.
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Click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
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reset the name in IIS. For details, see “Do you need to change the computer name of the application server?” on page 1015. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Web Site Type window appears.
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You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166. To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166.
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Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
Complete: Click Complete to install all Symposium Web Client components and proceed to step 46.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
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c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 44
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). Note: If you have the Windows Server 2003 operating system, when reinstalling Symposium Web Client on the application server, you must reinstall it in the same directory in which it was originally installed or errors will occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. If you want to change the default directory path, perform the following steps:
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a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 45
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 48
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality.
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In the Old Password box, type the old password for the iceadmin user account. Note: You are required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this installation, perform steps 1 to 7 in “To reset the iceadmin password” on page 1035, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the Old Password in this step.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step. 52
The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
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Click Yes to restart your computer. Result: This instance of ADAM now has all existing data that resides in the ADAM instance with which it is replicated. From this point on, replication works both ways, with each computer sharing its ADAM data with the other computer.
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To reinstall Symposium Web Client (do not use preserved customer data and do not enable replication) Follow the procedure below to reinstall Symposium Web Client 4.5 if the operating system on the application server is Windows Server 2003, you are choosing to not use preserved customer data and not enable ADAM replication. The installation program removes ADAM from the application server. 1
Insert the Symposium Web Client CD in the CD-ROM drive.
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Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The Symposium Web Client Setup Wizard window appears.
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Click Next. Result: The system prompts you to restore customer data.
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Click No if you do not want the system to restore previously saved data. The system uninstalls Active Directory Application Mode from the application server, and then reinstalls ADAM with Symposium Web Client. Result: The Key Code Information window appears.
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Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
Key codes are case-sensitive.
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Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The replication selection window appears. In this window, you must choose whether you want to replicate ADAM. If you are performing this reinstallation procedure, it is because you do not want to replicate ADAM.
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Click No. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information.
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b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client. 13
Click Next. Result: The Soap Configuration Parameters window appears.
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In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Port Configuration for ADAM window appears.
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Based on the server configuration, the default values in this window vary, as follows:
Port 389 for LDAP and port 636 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided.
Port 50000 for LDAP and port 50001 for SSL appear in this window. Before accepting these default values, check with your administrator to ensure that these ports are not used by any other application. If these
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ports are already being used, then ask your administrator to recommend new port numbers and type them in the boxes provided. Result: The Web Site Type window appears.
You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166. To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing.
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b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166. 15
Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
Complete: Click Complete to install all Symposium Web Client components and proceed to step 20.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window.
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b. Click Next. Result: The Custom Setup window appears.
c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 18
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). Note: If you have the Windows Server 2003 operating system, when reinstalling Symposium Web Client on the application server, you must reinstall it in the same directory in which it was originally installed or errors will occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed.
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If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 19
If you want to confirm your available hard disk space, perform the following steps: a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
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b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 22
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After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality.
23
In the Old Password box, type the old password for the iceadmin user account. Note: You are required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the Old Password in this step.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then uninstalls the ADAM instance from the application server.
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Click Yes. Result: Another warning window appears, notifying you that the system will remove the ADAM configuration set from the application server. A configuration set is a group of ADAM instances that share the same configuration and schema. For example, when you replicate Symposium Web Client ADAM instances, they all belong to the same configuration set.
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Click Yes. Result: The Active Directory Application Mode Removal Wizard appears and the system uninstalls ADAM.
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When the system is finished uninstalling ADAM, the following window appears:
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Click Close. Result: The Installing ADAM window appears while the system reinstalls ADAM on the server.
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It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Installing ServerSoapInstall window appears.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
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Click Yes to restart your computer.
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Standard 7.02
To reinstall Symposium Web Client (use preserved customer) Follow the procedure below to reinstall Symposium Web Client 4.5 if the operating system on the application server is Windows Server 2003. In this procedure, you are choosing to use preserved customer. If replication was enabled on the first installation of ADAM, then it is still enabled after this procedure; if it was not enabled, then there is still no replication after you perform this procedure. The system installs Symposium Web Client and uses the version of ADAM that was already installed on the application server (the preserved customer data). 1
Insert the Symposium Web Client CD in the CD-ROM drive.
2
Click Start ➝ Control Panel ➝ Add or Remove Programs.
3
The Add or Remove Programs window appears.
4
Click Add New Programs.
5
Click CD or Floppy to indicate that you want to install Symposium Web Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Next. Result: The Symposium Web Client Setup Wizard window appears.
8
Click Next. Result: The system prompts you to restore customer data.
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Click Yes if you want the system to restore previously saved data. The system uses the version of ADAM that was already installed on the application server. Result: The Key Code Information window appears.
10
Type the serial number and key code for your Symposium Web Client 4.5 application. Note: The serial number is the SWC ID provided on the Symposium Web Client Keycode Acknowledgement sheet that is shipped with the software. ATTENTION
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Key codes are case-sensitive.
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Click Next. Note: If you made an error entering the key code or serial number, the system displays an error message in a dialog box. Click Back to return to the Key Code Information window, and reenter the information. Result: The Customer Information window appears.
a. In the User Name and Organization boxes, type the appropriate information.
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Standard 7.02
b. To set up access restrictions for this Symposium Web Client installation, click one of the options in the Install this application for section. Anyone who uses this computer (all users) indicates that you want anyone who can log on to the computer to also be able to log on to Symposium Web Client. ATTENTION
Nortel Networks recommends that you click Anyone who uses this computer (all users). Failure to do so can prevent users who have authorization to use Symposium Web Client from using the application server when they need to.
Only for me (<username>) indicates that you want to make sure that only a user with your user name and password can log on to Symposium Web Client. 12
Click Next. Result: The Soap Configuration Parameters window appears.
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In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC
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after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. Result: The Web Site Type window appears.
You can install Symposium Web Client as the default web site on the application server, or install it as a virtual directory on an existing web site. For more information on how to determine the type of web site that best suits your company’s needs, see “Web sites and virtual directories” on page 1166.
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To install Web Client as the default web site a. Click Default. ATTENTION
Nortel Networks recommends that you click Default, reserving the application server solely for the use of Symposium Web Client for optimum performance.
To install Web Client as a virtual directory on an existing web site a. Click Existing. b. Click Next. Result: The Virtual Directory Name window appears with WClient as the default name. If you want to change the name, type a new name. Note: The name you choose will be the name of the folder in the Default Web Site tree in IIS. To see a sample of Symposium Web Client as a virtual directory and as a default web site, see “Web sites and virtual directories” on page 1166. 13
Click Next. Result: The Setup Type window appears.
14
Select one of the following setup types:
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Complete: Click Complete to install all Symposium Web Client components and proceed to step 18.
Custom: Click Custom to use the Custom Setup window to select which Symposium Web Client components the system will install, to change the default installation directory, or to confirm available hard disk space.
If you want to change the components to be installed, perform the following steps: a. Click Custom in the Setup Type window. b. Click Next. Result: The Custom Setup window appears.
c. Click the icon for the component (for example, Historical Reports) that you do not want to install. Result: A pop-up menu appears. d. Click This feature will not be Available. Result: An X appears beside the name of the component. Note: Configuration, Access and Partition Management, Scripting, and Contact Center Management are mandatory for every installation of Symposium Web Client. All other components are optional. To use Agent Desktop Displays on a client, you must install the Agent Desktop Displays Server component on the application server. However, to install the Agent 520
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Desktop Displays server component, you must first install the Real-Time Reporting component on the application server. 16
Confirm the default directory path that appears in the bottom left side of the window (when you click a component that is going to be installed). Note: If you have the Windows Server 2003 operating system, when reinstalling Symposium Web Client on the application server, you must reinstall it in the same directory in which it was originally installed or errors will occur. Therefore, only change this default directory if it is to match the custom directory in which the software was originally installed. If you want to change the default directory path, perform the following steps: a. In the Custom Setup window, click Change. Result: The Change Current Destination Folder window appears.
b. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program. c. Click OK to return to the Custom Setup window. 17
If you want to confirm your available hard disk space, perform the following steps:
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a. In the Custom Setup window, click Space. Result: The Disk Space Requirements window appears. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Web Client to a drive that does not have enough free disk space.
b. Review the available disk drive space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Symposium Web Client application requires from 60 to 80 Mbytes of hard disk space (a value that varies based on the number of system files that need to be installed on your application server); however, if you are installing the Historical Reporting component, you need an additional 230 Mbytes for Crystal Reports templates.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Next. Result: The Installing Symposium Web Client window appears.
Note: Sometimes the Files in Use window appears, notifying you of files that you are using or windows that you have open that are preventing the Symposium Web Client installation from proceeding. To continue with the installation, close the files or windows listed, and then click Retry. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the installation does not proceed, then click Ignore. The installation proceeds. 20
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After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality.
21
In the Old Password box, type the old password for the iceadmin user account. Note: You are required to type the old password if you are reinstalling Symposium Web Client 4.5 and you had chosen to preserve customer data when you uninstalled the original software. If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this installation, perform steps 1 to 7 in “To reset the iceadmin password” on page 1035, and then return to this step to continue the installation. Use the password that you supply during the reset procedure as the Old Password in this step.
22
In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Internet Explorer” on page 531.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then it continues with installing the Crystal Reports templates. When it is finished installing the templates, the Installing ServerSoapInstall window appears.
24
The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
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The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears.
26
Click Finish to exit the setup wizard. Result: The Symposium Web Client Installer Information dialog box appears.
27
Click Yes to restart your computer.
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Section F: Configuring the server (Windows Server 2003)
In this section Overview
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Configuring Internet Explorer
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Changing the iceadmin user account password
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Configuring multiple language support
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Configuring multiple language support in Agent Desktop Displays
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Configuring Symposium Web Client components
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Configuring Real-Time Reporting
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Configuring Emergency Help
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Configuring Historical Reporting
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Configuring Scripting
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Configuring Agent Desktop Displays
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Overview Introduction This section includes instructions on the following:
configuring Internet Explorer 6.0 Service Pack 1 (or later). You must perform this procedure on the application server if you want to use it as a client PC in Symposium Web Client. adding the IUSR_SWC account as the anonymous user account in IIS (This procedure is mandatory if the operating system that is installed on the application server is Windows Server 2003.) changing the iceadmin password (this procedure is optional) configuring Symposium Web Client for multiple language support (This procedure is mandatory only if you are working in multiple languages.) configuring each of the Symposium Web Client components that you have installed before you use them (These procedures are mandatory.)
For details, see the appropriate section below.
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Configuring Internet Explorer Introduction This section describes how to configure Internet Explorer 6.0 or later with latest Service Pack on a server that is running Windows Server 2003. You must configure the browser on the application server if you want to use it as a client PC.
To configure Internet Explorer 6.0 or later When you configure Internet Explorer 6.0 or later with latest Service Pack, you need not enable all cookies to view web sites that use cookies (such as Symposium Web Client). Instead, you can view these web sites by configuring them as Trusted Sites and disabling cookies. When your application server is running Windows Server 2003 (Enterprise or Standard Edition) and you use the server as a client PC to connect to Symposium Web Client, you must add the application server as a Trusted Site, and then perform an extra step in the browser configuration to ensure that certain pages in Contact Center Management, Access and Partition Management, or Historical Reporting work properly. The step involves adding the URL “about:blank” as a Trusted Site. If you do not perform this step, when you connect to the affected pages, you cannot use the Select All button to select all agents, skillsets, or access classes, and the Submit button remains disabled when you click Select All. In addition, the Submit button remains disabled when you click individual agents, skillsets, or access classes. Also, in Access and Partition Management, when you are viewing a partition and you select a user from the Members area, you cannot see the selected user’s details. On a Windows Server 2003 platform, Internet Explorer includes the new Enhanced Security Configuration, which is enabled by default. This configuration is designed to decrease the exposure of the server to potential attacks that can occur through Web content and application scripts.
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One of the features of this configuration is to automatically block web sites that are not listed in the Trusted Sites zone. In Symposium Web Client, certain pages in Contact Center Management, Historical Reporting, and Access and Partition Management that contain lists of agents, skillsets, and access classes make use of the behind-the-scenes URL called “about:blank” to display the information correctly. Even after you add the application server’s URL as a Trusted Site (for example, http://swcservername), you still need to add the “about:blank” URL as a Trusted Site as well. This ensures that the “about:blank” URL is not blocked by Internet Explorer, and that the Select All and Submit buttons function properly. When you configure Internet Explorer version 6.0 Service Pack 1 or later on a PC that is running Windows Server 2003, you have only one configuration option, as shown in the procedure below. Note: For information about security issues and Internet Explorer, see “ActiveX control security” on page 638. To configure Internet Explorer 6.0 (with the application server set as a Trusted Site) Perform the following procedure to configure Internet Explorer 6.0 and, later on, the application server (running Windows Server 2003) if you want to use it as a client PC. In this procedure, you set the application server as a Trusted Site and disable all cookies, or you set the cookie handling to the desired level of security. You also add the URL about:blank as a Trusted Site. 1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools > Internet Options. Result: The Internet Options window appears.
3
Click the Security tab.
4
Click the Trusted Sites icon.
5
Click Custom Level. Result: The Security Settings window for trusted sites appears.
6
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
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Initialize and script ActiveX controls not marked safe for scripting
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Under the ActiveX Controls and plug-ins heading, ensure that Enable is selected for Automatic prompting for ActiveX controls. OR Ensure that Enable is selected for Download signed ActiveX controls. All controls required for Contact Center Manager Administration components are in .cab files that are digitally signed. If you select Enable, Internet Explorer does not notify you that it is downloading a required control. The control is automatically downloaded to the client PC the first time it is required by the Contact Center Manager Administration component in which you are working. If you select Prompt, the first time that the control is required by a Contact Center Manager Administration component a dialog box appears prompting you to accept the control.
8
Ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls.
9
Under the Downloads heading, ensure that Enable is selected for the following:
Automatic prompting for file downloads
File download
10
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
11
Click OK. Note: If you enable any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
12
Click the Privacy tab to choose the way you want to handle cookies:
To disable all cookies, drag the slider to the top of the ruler until Block All Cookies appears at the top.
Alternatively, drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
13
Click Apply.
14
Click the Security tab.
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15
Click the Trusted Sites icon.
16
Click Sites.
Standard 7.02
Result: The Trusted sites window appears. 17
Clear the Require server verification {https:} for all sites in this zone check box.
18
In the Add this Web site to the zone box, enter the server name or IP address for your application server.
19
Click Add.
20
In the Add this Web site to the zone box, type about:blank only (without the http:// prefix and without spaces).
21
Click Add.
22
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces). Note: If you used the fully qualified domain name in the SOAP Configuration Parameters window when you installed Symposium Web Client on the application server, then you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box, and then click Add.
23
Click Close to return to the Internet Options window.
24
Click the Local intranet icon.
25
Click Custom Level. Result: The Security Settings window for the local intranet appears.
26
Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-ins:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
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Download signed ActiveX controls
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Finally, ensure that any of the three values (Enable, Prompt, or Disable) is selected for the item Download unsigned ActiveX controls. Note: If you select Prompt for the Download signed ActiveX controls item, the browser displays a security warning window when you first access a web page that needs to download signed ActiveX controls to your client PC. The window displays the digital certificate used to sign the control. 27
Under the Miscellaneous heading, ensure that Enable is selected for Allow websites to open windows without address or status bars. (Applicable to Internet Explorer 7.0 only)
28
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
29
Click the Advanced tab.
30
Under Browsing, deselect the Reuse windows for launching shortcuts check box.
31
Click OK to exit the Internet Options window.
32
Restart Internet Explorer 6.0 to activate your changes.
Disable pop-up blockers For Contact Center Manager Administration components to function correctly, you must configure Internet Explorer to allow pop-ups from Contact Center Manager Administration. You can configure pop-ups in one of two ways: 1.
Allow pop-ups from Contact Center Manager Administration only
2.
Turn off the pop-up blocker for Internet Explorer 6.0 or later. If you select this option, pop-ups are permitted from all Web sites.
To allow pop-ups from Contact Center Manager Administration 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
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3
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Click the Privacy tab. Result: The Privacy page appears. If the Block pop-ups check box (for Internet Explorer 6.0) or the Turn on Pop-up Blocker check box (for Internet Explorer 7.0) is selected, pop-ups are permitted for all Web sites and the Settings button is disabled. Clear the check box.
4
Click Settings. Result: The Pop-up Blocker Settings page appears.
5
In the Address of website to allow box, type the Contact Center Manager Administration URL.
6
Click Add.
7
Click Close.
8
Click Apply.
9
Click OK.
To turn off the pop-up blocker for Internet Explorer 6.0 or later 1
Start Internet Explorer 6.0 or later.
2
From the menu, select Tools > Options.
3
Click the Privacy tab.
4
For Internet Explorer 6.0, clear the Block pop-ups check box. OR For Internet Explorer 7.0, clear the Turn on Pop-up Blocker check box.
5
Click Apply.
6
Click OK.
What’s next? Add the IUSR_SWC account as the anonymous user account in IIS. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
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Adding the IUSR_SWC account as the anonymous user account for IIS Introduction You must perform this procedure on application servers running Windows Server 2003 after you have installed Symposium Web Client. This procedure replaces the anonymous user account in IIS [IUSR_ComputerName] with a custom user account that is created during installation of SWC, [IUSR_SWC ]. Note: You only need to perform this procedure once and only if the operating system installed on the application server is Windows Server 2003. If you upgrade Symposium Web Client after you perform this procedure, you do not need to perform the procedure again. There are two main parts to this procedure:
You must change the default password for the IUSR_SWC account to a password of your choice. Then you must add this user account as the IIS anonymous user account.
To add the IUSR_SWC account as the anonymous user account for IIS 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Computer Management. Note: Based on your configuration of Windows Server 2003, you may be able to click Start ➝ Administrative Tools ➝ Computer Management (bypassing All Programs). Result: The Computer Management window appears.
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In the tree, click the plus sign (+) beside Local Users and Groups. Result: The heading expands to reveal the Users and Groups folders.
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Click the Users folder. Result: The list of users appears in the right pane.
4
In the right pane, right-click the IUSR-SWC user account, and then select Set Password from the resulting pop-up menu. Result: A warning box appears.
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Click Proceed. Result: The Set Password for IUSR_SWC window appears.
6
Type the new password for this account, and then confirm the password. Note: You must take note of the password that you type because you will require it again later in this procedure.
7
Click OK. Result: The system changes the password. Proceed with the remaining steps to add the IUSR-SWC account as the anonymous account in IIS.
8
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
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In the tree, click the plus sign (+) beside
10
Click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
11
Right-click Default Web Site, and then select Properties from the resulting pop-up menu. Result: The Default Web Site Properties window appears.
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Standard 7.02
12
Click the Directory Security tab.
13
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
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Click Browse. Result: The Select User window appears.
15
Click Advanced. Result: The bottom portion of the Select User window expands.
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Click Find Now. Result: The list of all the user accounts configured on the server appears.
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From the list of user accounts, highlight the IUSR-SWC account, and then click OK. Result: The Select User window reappears with the IUSR-SWC account listed at the bottom.
18
Click OK. Result: The Authentication Methods window reappears, with the IUSR-SWC user account shown, except now the Password box is empty.
19
In the Password box, type the same password that you typed in step 6.
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Click OK. Result: The Confirm Password window appears.
21
Type the password again, and then click OK. Result: The system changes the password and the IUSR_SWC account is now used for anonymous access in IIS.
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22
Click OK to save your changes.
23
Close all windows to complete the procedure.
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Changing the iceadmin user account password After you have installed Symposium Web Client and have specified a custom password for the iceadmin user account, you can change the password for this account by performing the procedure in this section. This procedure is optional. Note: If you have forgotten or misplaced the iceadmin password, then you must reset it. For details, see “Have you forgotten the iceadmin password?” on page 1035. ATTENTION
When you install Symposium Web Client, the Web Client setup wizard creates a Windows user called iceadmin and assigns full administrative access rights to this user. During the Symposium Web Client installation, the setup wizard prompts you to specify the password for this user. You can change this password after the installation by performing the following procedure, but you cannot delete the iceadmin user account in Windows.If you delete this user account, then you will not be able to log on to Symposium Web Client either as webadmin or as any other user.
To change the password for the iceadmin user account Note: You must be logged on as a user with administrator privileges before you perform this procedure.
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1
Click Start ➝ All Programs ➝ Symposium Web Client ➝ Configuration.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
3
Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
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4
In the Old Password box, type the old password for this account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components.
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Configuring multiple language support Introduction You can configure the Symposium Web Client application server so that you can connect to and work with a Symposium Call Center Server upon which a version of the software other than English has been installed. The steps that you must perform, however, vary according to the language in which you want to work. In addition to English, Symposium Web Client supports the following languages:
French
German
Traditional Chinese
Japanese
The Symposium Web Client CD-ROM includes a separate language pack for each of these languages. Each language pack contains translated Historical Reporting templates, online Help, and various other files that are required for working in the language you have chosen.
Language families Language families can be identified by their character sets:
Latin-1 Windows uses the Latin-1 character set to display the Western European languages supported by Symposium Web Client (French and German). These languages fall into the Latin-1 family. Traditional Chinese and Japanese Both Traditional Chinese and Japanese have distinct multi-byte character sets and, therefore, belong to individual language families (the Traditional Chinese family and the Japanese family).
English is the exception in that it is not specific to character sets; it is included in all language families.
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For Symposium Web Client to function properly, the language family must be the same across all platforms in the network—the application server, client PCs, and Symposium Call Center Server. This means that you can mix operating systems across each of these platforms, as long as they belong to the same language family. Example: Latin-1 languages In your network, you can have a server in Symposium Call Center Server that has an English operating system, an application server with a German operating system, and a client PC with a French operating system. All of these languages belong to the same family (Latin-1) and, therefore, can coexist in the same network. In this case, the language preference setting on the client PC’s browser determines the language in which the application appears. This is particularly useful if your call center supports multiple languages, such as English and French. In this scenario, agents in the call center can choose whether they want to view Symposium Web Client in English or French (or even German since it belongs to the same language family), just by changing the browser settings on their PC. Example: Japanese If you want to display and enter Japanese text in Symposium Web Client, then you must install the appropriate version of the Japanese operating system on the server in Symposium Call Center Server, the application server, and each client PC. You must also configure the server in Symposium Call Center Server to handle Japanese, install the Japanese language pack on the application server, and configure the browser’s language preferences for Japanese on both the application server and client PCs. In this scenario, agents in the call center can choose whether they want to view Symposium Web Client in English or Japanese just by changing the browser settings on their PC. Note: While it is possible to switch from Japanese to English and vice versa, it is not possible to switch from Japanese to Traditional Chinese since these languages belong to different language families.
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Overview of steps for configuring multiple language support The steps that you must perform for configuring multiple language support differ according to the language in which you want to work. For information on configuring systems to display French and German, see “Steps for Latin-1 configurations (French and German)” on page 552; for Japanese, see “Steps for Japanese configurations” on page 553; and for Traditional Chinese, see “Steps for Traditional Chinese configurations” on page 555. Note: You can display English on a system configured in any language family by changing the language preferences in the Internet Explorer browser. Steps for Latin-1 configurations (French and German) On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. Ensure that you have installed Windows Server 2003 Enterprise Edition or Standard Edition with Latin-1 language support (or the localized version of the operating system).
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When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the language pack of your choice (either French or German). For more information, see “To install a language pack” on page 556.
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In Internet Explorer, change the language preferences to display the language of your choice. For more information, see “To set the language preferences in Internet Explorer” on page 561. Edit the locales.dat file to reflect the Latin-1 language family. For more information, see “To edit the locales.dat file” on page 563.
On the client PCs:
In Internet Explorer, change the language settings to display the language of your choice. For more information, see “To set the language preferences in Internet Explorer” on page 561.
Note: If the operating system on the application server, client PC, and Symposium Call Center Server belongs to the same language family, and you have installed the French and German language packs on the application server, then users in the same call center can view Symposium Web Client in French, English, or German simply by changing the language preference settings in their browser. This is particularly useful in a call center that supports multiple languages, such as English and French. On Symposium Call Center Server:
Ensure that the Symposium Call Center Server Release 4.0 or 4.2 US English software is installed, along with the US English version of Windows 2000 Server (or the appropriate localized version).
Steps for Japanese configurations On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed.
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Ensure that you have installed the Japanese version of Windows Server 2003 Enterprise Edition or Standard Edition.
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When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the Japanese language pack. For more information, see “To install a language pack” on page 556. In Internet Explorer, change the language preferences to display Japanese. For more information, see “To set the language preferences in Internet Explorer” on page 561. On the application server, change the Windows regional settings to Japanese. For more information, see “To change the Windows Regional Settings” on page 562. Edit the locales.dat file to reflect the Japanese language family. For more information, see “To edit the locales.dat file” on page 563.
On the client PCs:
Install the Japanese version of the operating system (Windows 2000/XP/ Server 2003). In Internet Explorer, change the language settings to display Japanese. For more information, see “To set the language preferences in Internet Explorer” on page 561.
On Symposium Call Center Server:
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Ensure that the Japanese version of Windows 2000 Server is installed.
Steps for Traditional Chinese configurations On the application server:
Ensure that the Symposium Web Client software and all required thirdparty software (especially Sybase Open Client version 12.5) is installed. Ensure that you have installed the Traditional Chinese version of Windows Server 2003 Enterprise Edition or Standard Edition
ATTENTION
When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
Ensure that there are at least 225 Mbytes of free disk space before installing the language pack. If these conditions are met, then install the Traditional Chinese language pack. For more information, see “To install a language pack” on page 556. In Internet Explorer, change the language preferences to display Traditional Chinese. For more information, see “To set the language preferences in Internet Explorer” on page 561. On the application server, change the Windows regional settings to Traditional Chinese. For more information, see “To change the Windows Regional Settings” on page 562. Edit the locales.dat file to reflect the Traditional Chinese language family. For more information, see “To edit the locales.dat file” on page 563.
On the client PCs:
Install the Traditional Chinese version of the operating system (Windows 2000/XP/Server 2003).
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In Internet Explorer, change the language settings to display Traditional Chinese. For more information, see “To set the language preferences in Internet Explorer” on page 561.
On Symposium Call Center Server:
Ensure that the NS040206SU08S PEP (or later) and the N10402TCHINESE PEP are installed on a server running the Symposium Call Center Server Release 4.2 US English software.
To install a language pack The Symposium Web Client CD-ROM includes four language packs:
French
German
Japanese
Traditional Chinese
Follow the procedure in this section to install a language pack on the application server. Notes:
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Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. For more information, see “To uninstall a language pack” on page 560. To work in multiple languages in the Agent Desktop Displays component, you must perform a different series of steps. For more information, see “Configuring multiple language support in Agent Desktop Displays” on page 565.
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1
Click Start ➝ Control Panel ➝ Add or Remove Programs.
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The Add or Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Symposium Web Client CD-ROM, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
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In this folder, click the .exe file for language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
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Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing Symposium Web Client - X Language Pack window appears (where X is the language you have chosen).
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The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Tip: You can view the language packs that you have installed on the server by clicking Start ➝ Control Panel ➝ Add or Remove Programs. The Add or Remove Programs window lists the language packs installed on the server and their version numbers.
To uninstall a language pack Note: Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. 1
Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
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In the Add or Remove Programs window, highlight the language pack that you want to uninstall.
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Click Remove.
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The program asks you to confirm your choice. Click Yes.
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The program removes the language pack from the application server.
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To set the language preferences in Internet Explorer You must perform this procedure on each client PC that will be connecting to the application server to use Symposium Web Client. Perform this procedure on the application server only if you will also be using it as a client PC. Note: In addition to these steps, you must also set the proper security level settings in the browser. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 1
In Internet Explorer, click Tools ➝ Internet Options. Result: The Internet Options window appears.
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Click Languages. Result: The Language Preferences window appears.
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Verify that the language you want to use appears in the Language box. The codes for the languages supported by Symposium Web Client are as follows:
English [United States] [en-us]
French [France] [fr]
German [Germany] [de]
Chinese [Taiwan] [zh-tw]
Japanese [ja]
If the language does not appear in the box, then you must add it as follows: a. Click Add. Result: The Add Language window appears. b. From the list of languages, click the appropriate language, and then click OK. Result: The language now appears in the Language Preferences window. c. Proceed with the next step to move the language to the top of the box.
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If the language you want to use appears in the box, then you must move it to the top of the list as follows: a. In the Language box, click the appropriate language. b. Click Move Up until the language appears at the top of the box.
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c. Click OK to close the Language Preferences window. 6
Click OK to close the Internet Options window.
To change the Windows Regional Settings You must change the Regional Settings on the application server if you are using either the Japanese or Traditional Chinese versions of Symposium Web Client. It is not necessary to perform this procedure if you are using the English, French, or German versions of the software because all of these languages display properly with the Regional Settings set to the default language, English. Note: You must insert the operating system CD in the server before performing this procedure. 1
On the application server, click Start ➝ Control Panel ➝ Regional and Language Options. Result: The Regional and Language Options window appears.
2
Click the Languages tab.
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In the Supplemental language support section, click the check box beside Install files for East Asian languages. Result: The system installs the appropriate language files from the operating system CD.
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On the Regional Options tab, from the dropbox in the Standards and formats section, choose the appropriate locale:
for Traditional Chinese, choose Chinese (Taiwan)
for Japanese, choose Japanese
Click OK to save your changes and close the Regional and Language Options window.
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To edit the locales.dat file To edit the locales.dat file, you can use the utility that comes with Symposium Web Client and is stored on the application server. You can access this utility from any client PC (or from the application server, when used as a client PC) by first logging on to Symposium Web Client, and then opening the utility through the browser window. The utility enables you to configure the system to handle the character set of the language family with which you want Symposium Web Client to work. 1
From any client PC (or the application server when used as a client PC), open Internet Explorer and log on to Symposium Web Client.
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In the browser’s address box, type the following: http://localhost/locales.asp where localhost is the name or IP address of the application server.
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Press Enter. Result: The utility opens.
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Click Browse to navigate to the c:/sybase/locales/locales.dat file, where c: is the drive on which you installed Sybase Open Client version 12.5.
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From the Language Option drop-down list, select the appropriate language. You can choose from Latin 1, Japanese, and Traditional Chinese.
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Click Set Locale to save your changes.
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You can now continue working in Symposium Web Client.
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Configuring multiple language support in Agent Desktop Displays Introduction To work in multiple languages in Agent Desktop Displays (ADD), you must first install the ADD server software containing the translated language components on the application server. This version of the software is available on the Symposium Web Client 4.5 CD-ROM as part of the general Symposium Web Client software installation. Then, you must install the client portion of the ADD software on each client PC that will be used to launch Agent Desktop Displays. For more information on installing the client software, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661. Note: When the application server is running Windows Server 2003, you can only use the Agent Desktop Displays 4.5 version of the client software to view the Agent Desktop Displays. Previous versions of the Agent Desktop Displays client software are incompatible with Symposium Web Client 4.5 when it is installed on an application server that is running Windows Server 2003.
Changing the language in which you view displays To change the language in which you view the displays, log on to Agent Desktop Displays, and then right-click the display. A series of languages appears in a menu, enabling you to choose the language in which you want to work. The languages available are only those for which there are localized strings installed. These languages must also belong to the same language family as the operating system of the client PC on which Agent Desktop Displays is installed. For example, if you have installed the ADD client software on a PC that is running the French version of the Windows operating system, then multilingual agents who share this same PC can switch from French to English or German simply by choosing the language from the menu. These languages belong to the same language family as French and, therefore, the translated versions of ADD are included in the ADD client installation. Planning, Installation, and Administration Guide
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Note: If you already have the correct version of the ADD client software installed on the client PCs, when you install the software on the application server, it automatically upgrades the ADD client installation with the translated text. If you do not have ADD installed on the client PC, then you must manually install the ADD software with the language pack content on each client PC. Consult the table below for the ADD client versions supported by the automatic multi-language support upgrade.
Versions of ADD client software and multiple language support Note: If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, you need Administrator privileges to install Agent Desktop Displays.
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Version of ADD software installed on client PC
Steps to configure multiple language support on client PC
Earlier version than Release 4.5
When your application server is running Windows Server 2003, the minimum version of Agent Desktop Displays client software that you can use is Release 4.5. In this case, therefore, you must first install ADD 4.5 with multi-language support on the application server. Then, you must uninstall the ADD 4.0 client software and finally install the ADD 4.5 client software with language pack content on each client PC by following the normal installation instructions. For more information, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661.
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Version of ADD software installed on client PC
Steps to configure multiple language support on client PC
ADD 4.5 English software
If you had already installed the client portion of Agent Desktop Displays Release 4.5 on all the client PCs before you install the language pack on the application server, then you must uninstall all Agent Desktop Displays client software, and then reinstall it by first installing the language pack on the application server and then copying the setup.exe file from the ADD Client folder on the application server. Finally, you must paste and run this setup.exe file on every Agent Desktop Displays client PC. For details, see “To install the Agent Desktop Displays language pack on the application server” on page 568.
No ADD software is installed.
If there is no ADD software installed on the client PCs, then, after you install the Symposium Web Client software on the application server, you only have to install the client ADD software by following the normal installation instructions. For more information, see “Installing and configuring Agent Desktop Displays on a client PC” on page 661.
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Configuring multiple language support in Agent Desktop Displays Release 4.5 If you had already installed the English version of the Agent Desktop Displays 4.5 client software before installing the Agent Desktop Displays 4.5 software with language components on the application server, then there are some additional steps that you must perform to ensure that you can work with the Agent Desktop Displays software in multiple languages. The automatic upgrade of the client software with the translated text does not work in this case. Likewise, if you have a version of Agent Desktop Displays installed on the client PCs that is earlier than Release 4.5, and your application server is running Windows Server 2003, then you must also perform the following steps. You can use only the Agent Desktop Display 4.5 client software with application servers running Windows Server 2003; previous releases of the client software are not supported. The main steps that you must perform are: 1.
Install the Symposium Web Client and Agent Desktop Displays Release 4.5 software on the application server.
2.
Install the Agent Desktop Displays 4.5 language pack on the application server.
3.
Only if the client PCs already contain the Agent Desktop Displays Release 4.5 English software, you must uninstall this software from each client PC.
4.
Then, copy the setup.exe file from the ADD Client folder on the application server, paste it, and run it on every Agent Desktop Displays client PC.
To install the Agent Desktop Displays language pack on the application server Notes:
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You require the application WinZip for this procedure.
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Insert the Symposium Web Client 4.5 CD-ROM into the application server and navigate to the Language Packs folder at the root directory of the CD.
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In this folder, double-click the file Symposium Web Client - ADD Language Pack.zip.
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From the WinZip viewer, extract the files to a location of your choice on the application server.
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Locate and double-click the file ADD Language Pack(GA Build).exe. Result: The system installs the Agent Desktop Displays language pack on the application server.
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Based on the version of the Agent Desktop Displays client software installed on the client PCs, you have various options, as follows:
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If the client PCs do not contain any version of the Agent Desktop Displays client software, then you only need to install the client software for Release 4.5 according to the regular procedure, and you do not need to continue with the remaining steps in this procedure. For details, see “To install and configure Agent Desktop Displays on a client PC” on page 662. If the Agent Desktop Displays client PCs contain a version of the software that is earlier than Release 4.5, then you do not have to continue with this remaining steps in this procedure. Instead, you need to uninstall the software from all client PCs and reinstall the client software for Release 4.5 according to the regular procedure. For details, see “To install and configure Agent Desktop Displays on a client PC” on page 662. If the Agent Desktop Displays client PCs already have the Agent Desktop Displays Release 4.5 software installed, then you must uninstall it from each PC before proceeding to the next step in this procedure. To uninstall the software, use the Add or Remove Programs feature of Windows. When the software has been removed from each client PC, proceed with the next step.
On the application server, navigate to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\ADD\ADD Client where C: is the drive on which Symposium Web Client Release 4.5 is installed.
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In this folder, copy the file setup.exe.
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Paste this file on the Agent Desktop Displays client PC.
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On the client PC, double-click this setup.exe file.
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Result: The system installs the required files. 10
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Perform steps 8 and 9 on each Agent Desktop Displays Release 4.5 client PC.
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Configuring Symposium Web Client components Before you can use Symposium Web Client, you must configure the components you have installed on the application server. The following table provides a high-level overview of items that you must configure: For the following component
you must configure
Real-Time Reporting
the sending and receiving IP multicast addresses on the application server.
Agent Desktop Displays
the Configuration Parameters window on the application server.
Historical Reporting
SMTP, printers, and file export folders.
Scripting
the Terminal Services user in Active Directory, access rights to the Scripting component, Terminal Services, and the printer.
Emergency Help
the sending IP multicast address that the application server uses to send Emergency Help messages to client PCs.
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Configuring Real-Time Reporting Introduction For Web Client’s Real-Time Reporting component to function properly, you must configure two different IP multicast addresses:
the application server’s receiving IP multicast address (the address it uses to receive multicast data from Symposium Call Center Server; it is the same as the IP multicast address that the server in Symposium Call Center Server uses to send multicast data) the application server’s sending IP multicast address (the address it uses to send multicast data)
Note: The application server’s sending and receiving IP multicast addresses must be different. The application server constantly monitors its receiving IP multicast address and directs data as soon as it is available to its sending IP multicast address. Note: The IP multicast address that the server in Symposium Call Center Server uses to send data must be configured on Symposium Call Center Server. This address is listed in the IP Multicast Group box. For details, see the Symposium Call Center Server Installation and Maintenance Guide.
Multicast compared to unicast data transmission After you have configured the multicast addresses, you can choose the method by which you want to receive real-time data on the client PCs: multicast, unicast, or a combination of both multicast and unicast. Then, when a user launches the real-time displays, and while the system is retrieving data, an icon appears on the display, identifying whether the application server supports multicast clients, unicast clients, or both multicast and unicast clients. For more information on these icons, see “Multicast and unicast icons in real-time displays” on page 1026.
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Note: The unicast communication option applies only between the application server and the client PCs. Since the application server receives all the raw data from each server in Symposium Call Center Server through multicast channels, this network segment must always be multicast-enabled. In certain circumstances, not all segments of a network are multicast-enabled (for example, when the network equipment cannot support multicast, or when the client PCs are at remote locations and connect over WAN or dialup links that do not support multicast). The unicast option can be used to provide users located in the non-multicast sections with real-time data. Note: If you choose, at a later date, to multicast-enable your entire network, you may do so without having to upgrade Symposium Web Client. Multicast data transmission This form of data transmission provides multipoint communication by simultaneously delivering information from one sender (the application server) to multiple receivers (client PCs) who want to receive the information. The greatest advantage of IP multicasting is its ability to transmit information to many recipients in a way that minimizes both the bandwidth required to communicate across networks, and the resources required by the sender to carry out the transmission. This type of data transmission enables users to view nodal real-time displays, network-consolidated real-time displays, Agent Desktop Displays, and Emergency Help notifications on the client PCs. Unicast data transmission Unicast data transmission requires that each client receive its own copy of the data; therefore, a unicast configuration uses more network bandwidth than a multicast configuration. In unicast, the data packets are duplicated on the network, whereas in a multicast environment, each packet is sent only once. Real-time displays viewed on one client PC that use the same data stream share a single connection to the application server (for example, a standard agent display and a private agent display both use the agent moving window stream and can share a single unicast connection). Therefore, for n client displays of different statistical types, there are n separate data streams in operation, which introduces additional traffic on the network.
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If a client opens a collection display (six displays in one screen), several unicast channels are opened from the application server to the client computer, one for each statistic type in the collection. Unicast data transmission enables users to view
nodal real-time displays only if there is an application server located at each Symposium Call Center Server node in the network both nodal and network-consolidated real-time displays if the network between the application server and each server in Symposium Call Center Server is multicast enabled
Note: Agent Desktop Displays and Emergency Help notifications are not available on client PCs that only receive unicast data.
To configure Real-Time Reporting 1
Click Start ➝ All Programs ➝ Symposium Web Client ➝ Configuration. Result: The Real-Time Reporting window appears.
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Click the RTR Registry Settings icon in the right pane of the console window. Result: The RTR Properties window appears.
3
In the IP Receive Address and IP Send Address boxes, type the correct address information. The IP Receive address in Symposium Web Client must be the same as the multicast IP address in Symposium Call Center Server; however, it must be different from the IP Send address in Symposium Web Client. ATTENTION
If the server in Symposium Call Center Server is part of a networked call center, all servers in Symposium Call Center Server within the network must have the same multicast IP address.The IP Receive address for Symposium Web Client must match the common multicast IP addresses of the servers in Symposium Call Center Server (the address the servers use to send multicast data).
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Accept the default values in the Output Rate box (5000) and the Transform Rate box (1000). You can adjust the default values; however, reducing the Output Rate value and the Transform Rate value increases the workload on the application server. Note: The fastest rate at which multicast data from Symposium Call Center Server reaches the end user in Symposium Web Client is equal to the highest value among the following settings:
the Multicast Rate at which data is sent from Symposium Call Center Server to the Symposium Web Client application server (For more information on Multicast Rates, see “Modifying RSM settings and multicast rates” on page 77.)
the Output Rate at which the application server outputs data to client PCs
the Transform Rate at which the application server processes data Example If the Symposium Call Center Server Multicast Rate is set to 2 seconds, the application server Transform Rate is set to 1 second and the application server Output Rate is 7 seconds, then the data on the client PC will not refresh faster than every 7 seconds, regardless of the refresh rate that the user has chosen in Real-Time Reporting. If you want to decrease the length of time required for real-time statistics to reach client PCs, you can decrease the Output Rate and Transform Rate values; however, this impacts performance on the application server. You should notify users of the Real-Time Reporting component of these rates so they can adjust the refresh rate accordingly. For more information on adjusting rates and assessing performance, see the Nortel Networks Symposium Call Center Server CapTool User’s Guide.
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Accept the default value in the OAM Timeout box (10 000). ATTENTION
You may have to increase this value if the following occurs: When creating or viewing a partition in Access and Partition Management, you cannot see any partition elements in the right pane. This can occur when there is a large amount of data stored on Symposium Call Center Server and the network is slow. If you increase the OAM Timeout value, it provides more time for the partition elements to be collected on a per-server basis. It is recommended that you increase this value in increments of 10 000 (milliseconds).
6
In the Transmission Options area, click the radio button beside the transmission mode that is required for the site. Choose Multicast only if your network supports multicast traffic (recommended), Unicast only if you do not want any multicast traffic on your network, or Multicast and Unicast if you want to support both transmission types.
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Nortel Networks recommends that you leave the Compress Realtime Data Packets check box checked, which is the default setting. If you deselect this check mark, then you disable real-time data packet compression.
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If you select either Unicast or Multicast and Unicast, the Maximum Unicast Sessions area appears at the bottom of the window.
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In the Maximum Unicast Sessions box, type the maximum number of simultaneous unicast sessions that you want the server to allow. Note: The value that you type in this box is used to limit the number of client sessions and, as a result, the network bandwidth usage. Since each open display adds CPU load on the application server, and adds to the overall bandwidth usage on the network, you must limit the number of client sessions by typing the number in this box. Once this limit is reached, no further unicast real-time connections are accepted until one of the existing streams is closed. An error message is logged on the application server to indicate the limit was reached, and a message appears on the client, indicating that the connection is not allowed. For guidance on entering the appropriate value, refer to “Unicast LAN/WAN impact” on page 62.
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Click the Restart Real Time Reporting Service check box so that it is checked.
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Click OK. Result: The Restart ICERtdService status window appears while the service is restarting, and closes once the service has restarted successfully.
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Click Console ➝ Exit to close the Nortel Networks Applications Configuration window.
What’s next? Configure Emergency Help on the application server. See “Configuring Emergency Help” on page 580 for more information.
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Configuring Emergency Help To configure Emergency Help Note: The Emergency Help component only functions if you are using the multicast communication method from the application server to the client PC. 1
Click Start ➝ All Programs ➝ Symposium Web Client ➝ Configuration.
2
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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Click the Emergency Help Registry Settings icon. Result: The EH Properties window appears.
4
In the IP Send Address box, type the IP address to which the Symposium Web Client application server sends Emergency Help information. This IP Send address can be the same as or different from the IP address that the application server uses to send Real-Time Reporting and Agent Desktop Displays data to client PCs. Consult the “Pre-installation worksheet” on page 1051 to verify the IP Send address that you chose for the application server to send Emergency Help data to client PCs (item 16 of the worksheet).
5
Click the Restart Emergency Help Service check box.
6
Click OK.
If you do not click the Restart Emergency Help Service check box, the system prompts you to do so.
What’s next? Configure Historical Reporting on the application server. See “Configuring Historical Reporting” on page 582 for more information.
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Configuring Historical Reporting Introduction To ensure that the Historical Reporting component functions properly in the Symposium Web Client application, you must complete the following tasks:
Verify that SMTP is installed.
Configure SMTP.
Set up a default printer on the application server.
Set up a shared folder for exporting files.
When the Historical Reporting component generates a scheduled report, it can send an e-mail notification to report recipients. To ensure that Historical Reporting sends an e-mail to the appropriate individual when a report is ready, you must install and configure a Simple Mail Transfer Protocol (SMTP) server on the application server. Note: To use SMTP, Internet Information Services (IIS) and Microsoft Active Directory must be installed on the application server. For more information, see “System requirements” on page 39.
To verify that an SMTP server is installed 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
Click the plus sign (+) beside the name of the Symposium Web Client application server. Result: If one of the branches that appears on the application server tree is Default SMTP Virtual Server, then an SMTP server is installed.
Once you have verified that SMTP is installed, you can configure the SMTP server to send e-mail notifications from Historical Reporting.
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To configure the SMTP server To configure the SMTP server, you must provide a domain name and a host name to indicate where Web Client should send e-mail notifications. 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears, displaying the domain tree in the left pane.
2
Click the plus sign (+) beside the name of the Web Client application server to expand the application server tree.
3
Right-click the Default SMTP Virtual Server branch, and then select Properties from the resulting pop-up menu. Result: The Default SMTP Virtual Server Properties window appears.
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Click the Delivery tab.
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Click Advanced. Result: The Advanced Delivery window appears.
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In the Fully qualified domain name box, type the domain name of the Symposium Web Client application server:
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Click Check DNS to validate the domain name.
8
In the Smart host box, type the host name of the Microsoft Exchange server. Note: The Smart Host name should be the name of a valid mail server. If you are unsure of the name of your mail server, and your company uses Microsoft mail server software, you can check the name of your mail server by opening the Mail dialog box in Control Panel on a client PC with e-mail services. a. Click Start ➝ Settings ➝ Control Panel. b. Double-click the Mail icon. Result: An MS Exchange Settings Properties dialog box appears. c. Click the Services tab.
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d. In The following information services are set up in this profile section, click Microsoft Exchange Server. e. Click Properties. The Microsoft Exchange Server dialog box appears. The name of the mail server appears in the Microsoft Exchange server box. 9
Click the Attempt direct delivery before sending to smart host check box.
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Click the Perform reverse DNS lookup on incoming messages check box.
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Click OK to close the Advanced Delivery window.
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Click the Access tab.
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Click Authentication.
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Ensure that the check mark in the Basic authentication check box is deselected.
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Click OK to close the Authentication window.
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Click Connection. Result: The Connection window appears.
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Click All except the list below.
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Click OK.
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If you want to track commands that are sent over the network from SMTP client PCs to the SMTP virtual server, perform the following steps: a. Click the General tab. b. Click the Enable logging check box. c. Select a format from the Active log format.
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Click the Messages tab.
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Ensure that all check boxes are checked.
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In the Send copy of Non-Delivery Report to box, type the e-mail address of the person who monitors the Non-Delivery report.
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Click OK to close the Default SMTP Virtual Server Properties window.
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To set up a default printer There are two procedures for you to choose from when setting up a printer to print scheduled historical reports and scripts. You can add
a network printer that has its own IP address a network shared printer that is connected to a print server other than the application server
Choose the procedure that is most appropriate for your organization. Note: You can set up as many printers as your operating system supports. You can use any of these printers to print reports and scripts, provided that they are configured according to the procedure below. Regardless of the number of printers that you have configured, the combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message saying the system could not process the request. This supervisor must try to generate the ad hoc report again later, after the first five reports have been generated (or schedule the report to run later). This limitation also applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be output at noon, then only three ad hoc reports can be generated at this time, bringing the total to five. To set up a default network printer that has its own IP address To use a network printer to print scheduled reports from the Historical Reporting component and scripts from the Scripting component, you must add and configure the printer on the application server while logged on as the administrator. If you require additional information on adding printers, contact Microsoft or your network administrator, or consult your Microsoft documentation. The procedure that you need to use depends on the network configuration of your call center. Consult your Microsoft documentation or the online Help in Windows Server 2003 for proper printer setup and configuration. Planning, Installation, and Administration Guide
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The following procedure is valid for network printers that have a standard TCP/ IP protocol, or that use a Hewlett-Packard Jet Direct card. 1
Click Start ➝ Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard appears.
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Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
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Deselect the Automatically detect and install my Plug and Play printer check box.
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Click Next. Result: The Select a Printer Port window appears.
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Select Create a new port.
8
From the Type of port drop-down list, select Standard TCP/IP Port.
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Click Next. Result: The Welcome to the Add Standard TCP/IP Port Wizard window appears.
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Click Next. Result: The Welcome to the Add Standard TCP/IP Printer Port Wizard appears.
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Click Next. Result: The Add Port window appears.
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In the Printer Name or IP address box, type the printer IP address. Result: The system populates the Port Name box with the appropriate port name.
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Click Next. Result: The Completing the Add Standard TCP/IP Printer Port Wizard window appears.
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Click Finish. Result: After a few moments, the Install Printer Software window appears.
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In the Manufacturer and Printer boxes, select the appropriate information for your printer.
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Click Next. Result: The Name Your Printer window appears.
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Type the printer name (or accept the default name shown), and then click Next. Result: The Printer Sharing Window appears.
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Accept the default with Share name selected.
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Click Next. Result: The Location and Comment window appears.
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Type information in the Location box and Comment box (optional).
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Click Next. Result: The Print Test Page window appears.
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Click Yes to print a test page. Result: The Completing the Add Printer Wizard window appears.
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Click Finish.
To set up a network shared printer connected to a print server other than the application server The following procedure outlines how to set up a default network printer that is connected to a print server other than the application server (for example, a UNIX server). You perform the procedure on the application server by pointing to the print server on your network. Note: If the print server is a UNIX computer, you must select an LPR port when configuring the printer on the application server. If the LPR port is not among the options listed in the Add Printer wizard, you must first install Print Services for UNIX on the application server. You can install this utility from the Windows Server 2003 CD by clicking Add or Remove Programs ➝ Add/Remove
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Windows Components ➝ Other Network File and Print Services. Click Details, and in the resulting dialog box, select Print Services for Unix. Click OK to install the utility. When the installation is complete, proceed with adding the default printer. 1
Click Start ➝ Printers and Faxes. Result: The Printers and Faxes window appears.
2
Double-click the Add Printer icon. Result: The Welcome to the Add Printer Wizard appears.
3
Click Next. Result: The Local or Network Printer window appears.
4
Accept the default so that Local printer attached to this computer is selected.
5
Deselect the Automatically detect and install my Plug and Play printer check box.
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Click Next. Result: The Select the Printer Port window appears.
7
Click Create a new port.
8
From the Type drop-down list, select LPR port.
9
Click Next. Result: The Add LPR Compatible Printer window appears.
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In the Name or address of server providing lpd box, type the DNS name or IP address of the print server.
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In the Name of printer or print queue on that server box, type the name of the printer as it is identified by the host, which is either the direct-connect printer or the UNIX computer.
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Click OK to close the window and return to the Wizard.
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Follow the remaining prompts in the wizard to finish installing the printer.
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To export files from Historical Reporting To the application server To export scheduled report files to the application server, in the Output box on the Report Properties window, type the path to the shared folder where the report will be output. The path must have the format \\[application server name]\[shared folder name]\[file name], without the file extension. Example: You want to output the Agent Performance report to a shared folder on the application server. The application server computer name is appsrvr, the shared folder name is reports, and you decide to call the report agent. You type \\appsrvr\reports\agent in the Output box. To enable users to access the saved report file, you must grant each user read/delete access rights to this folder on the application server (or alternately, create separate shared folders with read/delete access for each applicable user). For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. To a client PC You can only export files to client PCs that are within the same domain as the application server. To output scheduled report files to a client PC, in the Output box on the Report Properties window, type the path to the shared folder where the report will be output. The path must have the format \\[client PC computer name]\[shared folder name]\[file name], without the file extension. When you create the shared folder on the client PC where the application server can send the output file, you must map to this folder from the application server. You must also grant write access privileges to this folder for Everyone. For details on configuring user access privileges, see the Microsoft Windows 2000 Server documentation. If you require additional information on creating and mapping folders, see your Microsoft documentation. Note: The combined number of ad hoc or scheduled reports that you can generate simultaneously is limited to five. You can schedule as many historical reports as required; however, only five scheduled reports are processed simultaneously while the others wait in queue. Likewise, for ad hoc reports, only five reports can be generated at the same time. For example, five supervisors can generate an ad hoc report, but the sixth supervisor to do so receives a message Planning, Installation, and Administration Guide
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saying the system could not process the request. This supervisor must try to generate the ad hoc report again later, after the first five reports have been generated (or schedule the report to run later). This limitation applies to the total of the ad hoc and scheduled reports that can be generated at a particular time. For example, if two reports are scheduled to be output at noon, then only three ad hoc reports can be generated at this time, bringing the total to five.
What’s next? Configure Scripting on the application server. See “Configuring Scripting” on page 591 for more information.
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Configuring Scripting Introduction To use the Scripting component, you must perform the following procedures:
Create and configure the Terminal Services user account.
Add this user account to the server’s local security policy.
Grant the new user account the required permissions on selected folders on the application server.
Configure the new user account in Terminal Services.
Activate the Terminal Services License Server.
Set up a default printer on the application server.
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Accessing Scripting To access the Scripting component, users must connect to the application server using Terminal Services. You must configure a unique Terminal Services user account in Active Directory, and grant this user certain access rights and permissions to the Scripting component that resides on the application server. ATTENTION
As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
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Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
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Configuring Terminal Services In Windows 2000 Server with Active Directory, the default installation of Terminal Services includes the TsInternetUser account, an account that you can configure in Active Directory for all users who access the Scripting component in Symposium Web Client. However, when you have the Windows Server 2003 operating system (with Active Directory Application Mode), the default installation of Terminal Services does not include the TsInternetUser account. Therefore, you must follow the procedures in this section to create and configure a Terminal Services user account for this operating system on the server that is acting as the domain controller, or on the application server if it is not part of an existing Windows domain. This section provides instructions for configuring this type of account in Windows Server 2003. If you want to create more than one account (for example, if you want each Scripting user to have his or her own account), then you must perform all the steps in this section for each account that you create.
Main steps in configuring Terminal Services (Windows Server 2003) Configuring Terminal Services in a secure environment involves the following main steps: 1.
Create the new user account in one of the following ways, based on your network configuration:
2.
If the application server is part of your network domain, then you can either create the user account as a domain user in the Active Directory of your network domain, or as a local Windows user. If the application server is not part of the domain (for example, if it is a standalone server), then you must create this user as a local Windows Server 2003 user on the application server.
When the application server is running Windows Server 2003 and is a member of a Windows Server 2003 domain, then you can either add the new Terminal Services account to the local security policy (recommended by Nortel Networks), or the network domain administrator can add the Terminal Services account to the Group Policy of the application server’s Organization Unit in the Windows Server 2003 Active Directory. Consult your Microsoft documentation for further details.
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3.
Grant the new user account the required permissions on selected folders on the application server.
4.
Configure the new user account in Terminal Services.
Note: When your operating system is Windows Server 2003, then the application server may be a member server in an existing Windows domain, or it can be a standalone server (but not a domain controller). Based on your configuration, you need to perform a different series of steps to configure Terminal Services. Choose the appropriate procedures from those listed below.
To create a new user account in Active Directory (Windows Server 2003 when it is part of a network domain) You can use this procedure to create one or more accounts of your choice to be used when logging on to the Scripting component. Perform this procedure only if the application server is part of a network domain. If it is not part of a network domain, then skip to the procedure “To create a new user account as a local Windows user (Windows Server 2003 when it is not part of a Windows domain)” on page 598. Notes:
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In this procedure, the sample user account swcts is created. Wherever you see this value, replace it with the user account of your choice. Perform this procedure on the server that is acting as the domain controller. When your operating system is Windows Server 2003, you have the choice of either creating the user account in the Active Directory of your network domain, or as a local Windows user. Choose the method that is most suitable to your configuration. When your operating system is Windows Server 2003 and the application server is not part of a Windows domain, you must follow the steps listed in “To create a new user account as a local Windows user (Windows Server 2003 when it is not part of a Windows domain)” on page 598. When your operating system is Windows Server 2003 and you are creating the new user account in your network domain Active Directory through the application server or another PC in your network (assuming you have the proper permissions to do so), you must log on to this PC with an account Symposium Call Center Web Client
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that is configured as part of your network domain administrator group. If you log on with local administrative permissions, you will not have the required permissions to create the user in the network domain Active Directory. 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree. Note: Based on your network configuration, the tree may not contain the application server’s domain name. In this case, expand the tree and proceed to the next step.
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Right-click the Users folder, and, from the resulting pop-up menu, select New ➝ User. Result: The New Object - User window appears.
4
In the First name box, type the name of the user account. This is the display name that appears in the Active Directory Users and Computers window. In this example, the account is called swcts. Note: Optionally, you can type the last name and initial of the person who will use this account, or you can leave the Last name and Initials boxes blank.
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In the User logon name box, type the ID that users are prompted to enter when logging on to the Script Manager component of Scripting (that is, if
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you configure this account so users have to type the ID, in addition to the password). In this example, the ID is also swcts.
6
Click Next. Result: A second New Object - User window appears.
7
In the Password box, type the password that users will enter when logging on to the Script Manager component of Scripting with this account.
8
In the Confirm password box, type the password again.
9
Click the check box beside User cannot change password.
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Click Next.
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The final New Object - User window appears, summarizing the account properties.
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To create the account with these properties, click Finish. Note: Click Back to change the account’s properties. Result: The system creates the account and it appears at the bottom of the Active Directory Users and Computers window.
13
Optionally, to add a description of the account that will appear in the Active Directory Users and Computers window, continue with this step. Otherwise, proceed to step 17. In the Active Directory Users and Computers window, right-click the new account, and then select Properties. In this example, you right-click swcts, and then select Properties. Result: The
14
Click the General tab.
15
In the Description box, type the account description. For example, you can type “Secure Terminal Services account.”
16
Click OK to save your changes and close the window.
17
In the Active Directory Users and Computers window, click Console ➝ Exit to close the window.
18
Add the new account to the Domain Controller local security policy. For more information, see “To add the new Terminal Services account to the local security policy (Windows Server 2003)” on page 601.
To create a new user account as a local Windows user (Windows Server 2003 when it is not part of a Windows domain) You can use this procedure to create one or more accounts of your choice to be used when logging on to the Scripting component. Perform this procedure only if the application server is not part of a network domain. If it is part of a network domain, then you must perform the procedure “To create a new user account in Active Directory (Windows Server 2003 when it is part of a network domain)” on page 594. Note: In this procedure, the sample user account swcts is created. Wherever you see this value, replace it with the user account of your choice. 598
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Click Start ➝ All Programs ➝ Administrative Tools ➝ Computer Management. Result: The Computer Management window appears.
2
In the tree, click the plus sign (+) beside Local Users and Groups.
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Right-click the Users folder, and, from the resulting pop-up menu, select New ➝ User. Result: The New User window appears.
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In the User name box, type the name of the user account. This is the display name that appears in the Computer Management window. In this example, the account is called swcts.
5
In the Full name box, type swcts.
6
Optionally, to add a description of the account that will appear in the Computer Management window, in the Description box, type the account description. For example, you can type “Secure Terminal Services account.”
7
In the Password box, type the password. This is the ID that users are prompted to enter when logging on to the Script Manager component of Scripting (that is, if you configure this account so users have to type the ID, in addition to the password). In this example, the ID is also swcts.
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Click the check box beside User cannot change password.
Note: For security purposes, Nortel Networks does not recommend that you place a check mark beside Password never expires. However, note that by keeping this option deselected, you will have to change the password on a regular basis. Therefore, ensure that you keep the old password handy and always record the new password. 9
Click Create. Result: The system creates the account and it appears in the Computer Management window.
10
Close the Computer Management window.
11
Add the new Terminal Services account to the local security policy. For details, see “To add the new Terminal Services account to the local security policy (Windows Server 2003)” below.
To add the new Terminal Services account to the local security policy (Windows Server 2003) This procedure is applicable in the following scenarios:
When the application server is running Windows Server 2003 and is configured as a standalone server, you must add the new Terminal Services account to the application server’s local security policy.
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When the application server is running Windows Server 2003 and is a member of a Windows 2000 domain, you must add the new Terminal Services account to the application server’s local security policy. When the application server is running Windows Server 2003 and is a member of a Windows Server 2003 domain, then you can either add the new Terminal Services account to the local security policy (recommended by Nortel Networks), or the network domain administrator can add the Terminal Services account to the Group Policy of the application server’s Organization Unit in the Windows Server 2003 Active Directory. Consult your Microsoft documentation for further details. Click Start ➝ All Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
2
In the left pane, click the plus sign (+) beside Local Policies. Result: The heading expands.
3
Click User Rights Assignment. Result: The list of local policies appears in the right pane.
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In the right pane, right-click the Allow log on through Terminal Services policy, and then click Properties on the resulting pop-up menu. Result: The Allow log on through Terminal Services Properties window appears.
5
Click Add User or Group. Result: The Select Users or Groups window appears.
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Click Advanced to locate the new Active Directory Application Mode user account you created. Result: The Select Users or Groups window expands and new buttons appear.
7
Click Find Now. Result: The bottom portion of the window is populated with the names of all users.
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In the bottom portion of the window, highlight the new user you created. In this example, you highlight the name swcts.
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Click OK. Result: The name appears at the bottom of the Select Users or Groups window.
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Click OK to save your changes and close the Select Users or Groups window. Result: The account name appears in the Allow log on locally Properties window.
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Click OK to save your changes and close this window.
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Close the Local Security Settings window.
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Grant the required file and directory permissions to the new user account. For details, see “To grant the required file and directory permissions to the new user account in Windows Server 2003” below.
To grant the required file and directory permissions to the new user account in Windows Server 2003 In this procedure, you must add the new account (in this example, swcts) and grant the required permissions to the following file and directory:
the root directory where the operating system is installed (for example drive C:) the Symposium Web Client file nicmisc.mdb, which is installed in the following directory, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\Scripting\data
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1
On the application server, open Windows Explorer and navigate to the drive on which the operating system is installed (for example, drive C:).
2
Right-click the drive letter, and, from the resulting pop-up menu, select Properties. Result: The Local Disk
3
Click the Security tab.
4
Click Add. Result: The Select Users or Groups window appears.
5
Click Advanced. Result: The window expands and a series of new buttons appear.
6
Click Find Now. Result: The bottom portion of the window is populated with all the users.
7
In the bottom of the window, locate the new user account. In this example, you would locate swcts.
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Double-click the account. Result: The user account appears at the bottom of the Select Users or Groups window.
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Click OK. Result: The user account appears in the Local Disk
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In the Local Disk
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In the bottom of the window, ensure that the Read & Execute check box is selected in the Allow column. Note: When you click Read & Execute, it automatically includes List Folder Contents and Read permissions.
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Ensure that all other permissions are deselected.
13
Click Apply. You may have to wait a few moments for the server to process your request.
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Click Advanced. Result: The Advanced Security Settings for Local Disk
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Ensure that the Apply to text beside the new user account reads “This folder, subfolders and files.” If this value is not listed, then continue with the following step. If this value is already listed, then proceed to step 19.
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Highlight the user account, and then click Edit. Result: The Permission Entry for Local Disk
17
From the Apply onto drop-down list, select This folder, subfolder and files.
18
Click OK to save your changes and close the Permission Entry for Local Disk
19
Click OK to close the Advanced Security Settings for
20
Click OK to save your changes and close the Local Disk
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Click OK.
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In Windows Explorer, navigate to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Scripting\data where C:\ is the drive on which you installed Symposium Web Client.
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In this folder, right-click the file nicmisc.mdb, and, from the resulting pop-up menu, select Properties. Result: The nicmisc.mdb Properties dialog box appears.
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Click the Security tab.
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Click Add. Result: The Select Users or Groups window appears.
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Click Advanced.
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Click Find Now.
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In the bottom of the window, locate the new user account. In this example, you locate swcts.
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Double-click the account. Result: The user account appears at the bottom of the window.
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Click OK. Result: The user account appears in the nicmisc.mdb Properties window.
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In the nicmisc.mdb Properties window, highlight the new user account. In this example, highlight the swcts user account.
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In the bottom of the window, ensure that the Read & Execute check box is selected in the Allow column. Note: When you click Read & Execute, it automatically includes Read permissions.
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Ensure that all other permissions are deselected.
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Click OK to save your changes.
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Configure Terminal Services with the new user account. For details, see “To configure Terminal Services with the new user account in Windows Server 2003” on page 611.
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To configure Terminal Services with the new user account in Windows Server 2003 Note: You perform this procedure on the application server. 1
Click Start ➝ All Programs ➝ Administrative Tools ➝ Terminal Services Configuration. Result: The tscc - [Terminal Services Configuration\Connections] window appears.
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In the right pane, double-click RDP-Tcp. Result: The RDP-Tcp Properties window appears.
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Click the Logon Settings tab.
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You have two choices on this tab, based on the degree of security you want to configure:
To have the system prompt users for both a user name and password when they launch the Script Manager portion of Scripting, click Use client-provided logon information. In the example followed throughout this section, if you click this option, then users must enter
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swcts and its corresponding password to log on to the Script Manager portion of Scripting.
To have the system prompt users for only the password corresponding to the new user account you created, perform the following steps:
a. Click Always use the following logon information. b. In the User name box, type the name of the new user account you created (in this example, swcts). c. In the Domain box, type the domain name. d. Nortel Networks recommends that you ensure that the check box beside Always prompt for password is selected. Note: For security purposes, Nortel Networks does not recommend that you deselect the check mark beside Always prompt for password. If you deselect this check mark, then your logon information is saved and users do not have to type either a user ID or password to access the Script Manager.
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Click Apply.
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Click the Sessions tab.
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Click the second Override user settings check box, and then click End session.
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Click Apply.
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Click the Permissions tab.
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Click Add.
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Click Advanced.
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Click Find Now.
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In the bottom portion of the window, click swcts (or the user you created), and then click OK.
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Click Check Names.
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Click OK to save your changes and return to the RDP-Tcp Properties window.
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Highlight the user account you created (in this example, you highlight swcts, and give this account User and Guest access.
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Click Apply.
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Click OK.
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Close the tscc - [Terminal Services Configuration\Connections] window. Result: Now, when users launch the Script Manager, they are prompted to type both the user ID and password of this new user account you created, or only the password, based on how you configured the account in step 4.
To activate the Terminal Services License Server The installation of Terminal Services provides you with the Terminal Services software for a 90-day evaluation period only. Before the 90 days expire, you must purchase a Terminal Services license, as described in the Terminal Services Licensing paragraph from Microsoft, to continue to use the Scripting component beyond the evaluation period. To ensure that the licensed clients can continue to access Scripting beyond this period, you must also activate the Terminal Services License Server on the application server with a license server ID provided by Microsoft. 1
On the application server, click Start ➝ All Programs ➝ Administrative Tools ➝ Terminal Server Licensing. Result: The Terminal Server Licensing window appears.
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In the window, right-click the application server icon, and then choose Activate Server from the pop-up menu. Result: The Licensing Wizard starts.
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Follow the prompts in the wizard to connect to Microsoft, obtain the license server ID, and activate the License Server.
To set up a default printer for Scripting To print scripts while using the Web Client Scripting component, you must first configure a network printer on the application server while logged on to Windows Server 2003 as the administrator. For detailed information on this procedure, see “To set up a default printer” on page 585.
To export scripts To the application server To export scheduled script files to the application server, you must create a shared folder on the server. Then, to enable users to access the saved script file, you must grant each user read/delete access rights to this folder on the application server (or alternatively, create separate shared folders with read/ delete access for each applicable user). For details on configuring user access privileges, see the Microsoft Windows Server 2003 documentation. To a client PC You can only export scripts to client PCs that are within the same domain as the application server. To export script files to a client PC, you must create a shared folder on the client PC where the application server can send the script file. You must grant write access privileges to this folder for Everyone. Then you must map to the client PC’s shared folder from the application server. For details on configuring user access privileges, see the Microsoft Windows Server 2003 documentation. If you require additional information on creating and mapping folders, see your Microsoft documentation.
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What’s next? Configure Agent Desktop Displays on the application server. For more information, see “Configuring Agent Desktop Displays” on page 616.
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Configuring Agent Desktop Displays Introduction Note: The Agent Desktop Displays component only functions if you are using the multicast communication method from the application server to the client PC. To use Agent Desktop Displays on a client PC, you must configure the parameters on the application server. You must also have the Real-Time Reporting component installed and configured on the application server for Agent Desktop Displays to function properly.
To configure Agent Desktop Displays 1
Click Start ➝ All Programs ➝ Symposium Agent Displays ➝ Server Configuration Parameters. Result: The Configuration Parameters window appears.
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Confirm that the address in the IP multicast address box is the application server’s IP send address that you configured in the RTR Configuration Tool. For more information, see “Configuring Real-Time Reporting” on page 572.
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In the Refresh rate (seconds) box, type the rate in seconds at which you want the real-time data in the displays to be refreshed. Note: The minimum value that you can type in this field is 2 seconds. If you do not type a value in this box, the system uses the default value of 5 seconds.
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In the Max agents box, type the maximum number of agents who can simultaneously log on to the Symposium Agent Desktop Displays component and view the real-time statistics. Note: When the number of agents who have logged on to the application reaches this number, any additional agents who try to log on will receive a message informing them to try again later. If you do not type a value in this box, the system uses the default value of 1000 agents. The maximum value that you can type in this box is 3000 agents. For information on performance and sizing requirements for Symposium Web Client, see the Symposium Call Center Server Planning and Engineering Guide.
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In the View mode drop-down list, select the mode in which you want to view the data that has been collected:
Moving window: In moving window mode, statistics shown represent the last 10 minutes of system activity.
Interval-to-date: In interval-to-date mode, statistics are collected only for the current interval. When the interval is over, data fields reset to 0 and collection begins for the next interval. The interval can correspond to a work shift or to another system-defined period.
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In the Statistics Configuration table, choose the statistics that you want to appear in the Agent Desktop Displays. You can add statistics columns to the displays, or remove columns that you no longer want to show.
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Click the check box in the Show column if you want to add the statistics column to the displays.
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Arrange the order in which the statistics columns will appear by using the column order buttons. Select the statistic that you want to move, and then click the up or down button to change its position. Note: The statistic that you place at the top of the Statistics Configuration table appears in the first column of the display.
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Select the three threshold colors for the selected statistic from the Threshold display colors drop-down lists. Select the statistic and use colors to identify whether the value of the statistic shown in the display is less than the low value, between the low and high value, or greater than the high value. Note: If you have not set the threshold levels in the Configuration component of Web Client or in Symposium Call Center Server, the values appear in white in the Symposium Agent Desktop Displays.
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Click the Blink check box if you want the selected statistic to blink in the Agent Desktop Display when its value reaches the threshold.
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Click the Beep check box if you want the Agent Desktop Display to beep when its value reaches the threshold.
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Click Once to indicate that a beep should occur only once, or click Continuously to indicate that a beep should occur continuously until the statistic reaches an acceptable value.
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Click Save.
What’s next? Optionally, you can now configure the application server for optimum security by following the Nortel Networks security guidelines. For more information, see Section G: “Security and the server (Windows Server 2003)” on page 619. If you do not want to follow these security procedures, then you can proceed directly to Chapter 8, “Using Symposium Web Client.” Note: Symposium Web Client will function without following the recommended security guidelines. However, this can potentially expose the network to security risks.
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Section G: Security and the server (Windows Server 2003)
In this section Overview
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Overview Introduction To help safeguard the Symposium Web Client application server against security threats, such as unauthorized individuals trying to access restricted information or authorized users accidentally altering/deleting files, you must identify and configure the correct security settings for the server. Where possible, Symposium Web Client aims to adhere to Microsoft’s published guidelines on securing Internet Information Server (IIS). However, since security policies vary from organization to organization, it is impossible to provide security recommendations that suit all businesses. The following security recommendations conform to best practice policies where possible, within the scope of the technology being used. Note: This section includes optional procedures that you can perform to increase the level of security on the Symposium Web Client application server. It does not include information on security issues that are external to the application server (for example, firewall setup and configuration). If you do not want to perform any of the procedures in this section, then you can proceed directly to the chapter on using Symposium Web Client. For details, see Chapter 8, “Using Symposium Web Client.”
Security procedures included in this section This section includes the following security optional procedures:
installing, configuring, and enabling URLScan
enabling Secure Sockets Layer (SSL) on the application server
Notes:
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The default installation of Windows Server 2003 on a newly partitioned server does not include the Everyone group (unlike in Windows 2000 Server). Therefore, you do not need to perform the optional procedure for removing this account on this operating system. However, if you have installed the operating system on a partition that contains previous Symposium Call Center Web Client
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operating system elements, then you must manually remove this account. For details, see “Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)” on page 332. Unlike Windows 2000 Server in which you manually install IIS Lockdown, Windows Server 2003 includes IIS 6.0, which has built-in IIS Lockdown functions. You do not need to install IIS Lockdown for Windows Server 2003. However, if you want to use the additional functionality and features of URLScan or maintain your current security management, you may want to install the URLScan tool (version 2.5 or later) with IIS 6.0. For details on installing and configuring URLScan on IIS 6.0, see “Installing, configuring, and uninstalling URLScan” on page 622. Unlike in Windows 2000 Server, in which you can optionally replace the default anonymous Internet user account with an account of your choice, in Windows Server 2003 you must manually change the default anonymous Internet guest account to the IUSR_SWC account after you install Symposium Web Client. Since this procedure is mandatory, it is covered in the installation section. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537. By default, the installation of IIS 6.0 that comes with Windows Server 2003 disables parent paths and does not allow web pages to use relative paths to files and folders. Therefore, you do not need to perform this security procedure on this operating system (unlike in Windows 2000 Server, in which case it is optional). For security information related to cookies, see “To configure Internet Explorer 6.0 on the client PC” on page 636. To ensure that your Internet browser cache settings are set correctly, follow the appropriate procedure for configuring your version of Internet Explorer. See “To configure Internet Explorer 6.0 on the client PC” on page 636 for details.
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Installing, configuring, and uninstalling URLScan Introduction The following two Microsoft tools enable you to add additional security features to an IIS web server, such as the application server:
IIS Lockdown
URLScan
The default installation of Windows Server 2003 includes IIS 6.0, which has built-in IIS Lockdown functions. On this operating system, therefore, you do not have to install IIS Lockdown separately, as is required with previous versions of IIS. However, if you want to use the additional functionality and features of URLScan, or simply maintain your current security setup, you may want to download and install the URLScan tool (version 2.5 or later) with IIS 6.0. The procedure in this section illustrates how to download and install the URLScan tool. This is an optional procedure that enables you to further secure the application server.
About URLScan and Windows Server 2003 URLScan is a Microsoft tool that can provide additional security for your server when used in conjunction with the IIS Lockdown feature of IIS 6.0. It restricts the type of HTTP requests that the server will process, and the types of file transfers that are allowed to and from the server. For example, URLScan does not allow users to download files with the .exe extension from the application server. For more information on URLScan, see http://support.microsoft.com/ default.aspx?scid=kb;en-us;307608 on the Microsoft web site.
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Note: The default URLScan configuration blocks the transfer of all files with the the .exe extension. Therefore, when this feature is enabled, administrators cannot download the Symposium Configuration spreadsheets (which have an .exe extension), nor can they automatically upgrade the version of the Agent Desktop Displays software that is installed on the client PCs, as this process also requires the downloading of an .exe file from the application server. Nortel Networks recommends that you download all the needed configuration templates to the required PC and upgrade all the Agent Desktop Displays client PCs prior to enabling URLScan on the Symposium Call Center Web Client application server. Alternatively, should you need to download a spreadsheet (or another .exe file) while URLScan is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company’s security policy. For more information, see “To temporarily edit the urlscan.ini file” on page 626.
IIS 6.0 and the application server The risk of IIS security vulnerability on the Symposium Web Client application server is minimal for the following reasons:
The application server’s IIS component is only used for the Symposium Web Client application and is not shared with other web applications. The application server’s IIS component should only be used within the customer’s intranet environment and is not exposed to a regular Internet environment. Anyone who accesses the Symposium Web Client IIS contents must first go through valid Web Client user logon and password authentication.
In spite of these inherent security features, Nortel Networks acknowledges that some customers have security policies that may require that IIS Lockdown and URLScan be installed and configured on the application server.
IIS 6.0 and the MSADC virtual directory By default, IIS 6.0 does not include the MSADC virtual directory, and, therefore, servers that run this version of IIS do not support the Remote Data Service (RDS) form of communication.
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In Symposium Web Client 4.5, you can disable RDS because the application server uses the Simple Object Access Protocol (SOAP) communication method instead. However, before you can use the SOAP communication method with an application server running Windows Server 2003, you must verify the following:
All client PCs connecting to the Symposium Web Client 4.5 application server with Windows Server 2003 must have SOAP 3.0 installed. All client PCs connecting to an application server that is running Windows Server 2003 to view the Agent Desktop Displays must have the Agent Desktop Displays 4.5 software installed.
Note: The Agent Desktop Displays software that is installed with Symposium Web Client 4.0 is called Agent Desktop Displays 4.0. The Agent Desktop Displays software that is installed with Symposium Web Client 4.5 is called Agent Desktop Displays 4.5. When you use the Agent Desktop Displays 4.0 software with Symposium Web Client 4.5, the communication between the client PC and application server is through RDS, not SOAP. In this case, therefore, you cannot use this version of the ADD software with an application server that is running Windows Server 2003 since RDS is not supported on this operating system. All client PCs must be upgraded to release 4.5 of the ADD software when connecting to an application server that is running Windows Server 2003.
To install URLScan (Windows Server 2003) Nortel Networks has verified the following configuration to ensure its compatibility with the proper Symposium Web Client application server operation. Therefore, if you choose to alter this recommended configuration to meet specific customer requirements, note that Nortel Networks will not have verified the impact of such a change on the Symposium Web Client application server. Customers who deviate from the recommended URLScan configuration must test their configuration with Symposium Web Client in a non-production environment before putting the configuration online.
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Note: Nortel Networks recommends that you do not use the application server to download files directly from the Internet since this can pose a security risk. Instead, download the required file to another computer, check the file to ensure that is virus-free, and then transfer the file to the application server. 1
On a computer other than the application server, open Internet Explorer.
2
In Internet Explorer, navigate to the following Microsoft web page: http://www.microsoft.com/downloads/details.aspx?FamilyId=23D18937DD7E-4613-9928-7F94EF1C902A&displaylang=en Result: The URLscan 2.5 Install Package page appears.
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Click Download. Result: The File Download window appears, enabling you to open the installation program immediately, or save the installation file to disk.
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Click Save, and then navigate to the folder where you want to save the file setup.exe.
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Once the file is saved, scan the file to ensure that it is virus-free.
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Transfer the setup.exe file to the folder of your choice on the application server.
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Double-click the setup.exe file. Result: The license window appears.
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Click Yes. Result: The program installs the URLScan software, and then the URLScan Installer window appears, notifying you that it was successfully installed.
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Click OK.
What’s next? You must edit the urlscan.ini file to allow files with the .asp extension to be transferred from the application server, a requirement for proper Symposium Web Client functionality. Optionally, you can also edit this file to allow the transfer of files with the .exe extension (so users can download the Configuration spreadsheets).
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To temporarily edit the urlscan.ini file When you install URLScan 2.5 on a server that is running Windows Server 2003, the default installation of the software blocks files with the .asp extension on the application server, which prevents Symposium Web Client from functioning properly. To correct this problem, you must edit the urlscan.ini file to allow files with the .asp extension to be used on the application server. The default installation of URLScan also prevents users from downloading files with the .exe extension from the application server. Since the Symposium Configuration spreadsheets have the .exe extension, administrators cannot download these spreadsheets when the URLScan features are enabled, nor can they automatically upgrade the version of the Agent Desktop Displays software that is installed on the client PCs, as this process also requires the downloading of an .exe file from the application server. Nortel Networks recommends that you download all the needed configuration templates to the required PC and upgrade all the Agent Desktop Displays client PCs prior to enabling URLScan on the Symposium Call Center Web Client application server. If you need to download a spreadsheet (or another .exe file) while URLScan is enabled, then you can temporarily alter the urlscan.ini file to allow this activity, provided that it conforms to your company’s security policy. Once users have finished downloading the required files, edit and save this file again to return the security settings to their default state. 1
On the application server, open the urlscan.ini file with a text editor, such as Notepad. The default location for this file is C:\Windows\system32\inetsrv\urlscan\ where C: is the drive on which you installed the operating system.
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In this file, locate the section beginning with [DenyExtensions].
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Within this section of the file, locate and comment out the value .asp (shown in the graphic above) by typing a semi-colon (;) before this value.
4
Save the file. Result: Users can download and use files with the .asp extension, as required for proper Symposium Web Client functionality. Optionally, you can now perform the same procedure to allow files with the .exe extension to be downloaded from the application server by continuing with the following steps. (If you do not want to allow users to download files with the .exe extension, you can now close the urlscan.ini file.)
5
Within the same section of the file, locate and comment out the value .exe (also shown in the graphic above) by typing a semi-colon (;) before this value.
6
Save the file. Result: Users can download the Symposium Configuration spreadsheets (and any other file with an .exe extension) from the application server.
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When the users have finished downloading the required files, you must return the security settings to normal by opening the urlscan.ini file again and reentering the value .exe in the same position.
8
Save the file. Result: Users can no longer download files with an .exe extension.
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Enabling Secure Sockets Layer on the application server Introduction Secure Sockets Layer (SSL) is the industry standard for secure network communications. SSL uses encryption that cannot be deciphered without a key between the client computer and the server. SSL is best used on private data that is sent between the client and server (for example, authentication credentials, credit card numbers, and so on). Since SSL uses complex encryption, it requires considerable processor resources, and, as a result, it takes much longer to send and retrieve data from an SSL-enabled server. Therefore, only web pages (ASP pages) that send and receive sensitive information should have SSL enabled. Note: You do not have to enable SSL on the application server; this is an optional procedure that you can perform if you think that leaving this feature disabled poses a security risk to your organization. To enable SSL on the application server, you must perform the following two procedures: 1.
Obtain and install a digital Web Server Certificate for the Symposium Web Client IIS default web site.
2.
Enable SSL on specific Symposium Web Client files (listed below).
Obtaining and installing a digital Web Server Certificate Since obtaining and installing a digital Web Server Certificate is a standard Microsoft procedure, this guide does not include the step-by-step details. For further information about certificates and installation instructions, see the Microsoft web site at http://www.microsoft.com/resources/documentation/IIS/6/ all/techref/en-us/iisRG_SEC_39.mspx.
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In IIS, you install the certificate on the Default Web Site (where the Symposium Web Client virtual directories are installed) by using the Web Server Certificate Wizard to request a new certificate from an online Certification Authority (CA), such as VeriSign. When you run the wizard, you can send the request online or save the request file to disk and send it to the CA later. When you receive a response from the CA, you can start the wizard again to complete the certificate installation.
Web sites containing further information on digital certificates At the time of publication, you can consult the following Microsoft web pages for further information on SSL:
For general information on SSL, see http://support.microsoft.com/default.aspx?scid=kb;EN-US;q245152. For more information on obtaining a server certificate, see http://support.microsoft.com/default.aspx?scid=kb;en-us;Q142849. For more information on enabling SSL on Windows 2000, see http://msdn.microsoft.com/library/default.asp?url=/library/en-us/sqlce/ connectivity_1s4w.asp.
Tasks for which you can enable SSL on the application server You can only enable SSL for the following Symposium Web Client tasks, not for the entire web site:
logging on to the application server
changing the logon password
See the following procedure for a list of the specific Symposium Web Client files on which you enable SSL.
To enable SSL on the application server Once you have obtained and installed the certificate on the Symposium Web Client default web site, enable SSL on the following files:
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In the Default Web Site directory: Authenticate.asp Symposium Call Center Web Client
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1
ChgPasswd.asp Default.asp PwdMain.asp PwdSave.asp
Click Start ➝ All Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the left pane, double-click the
3
Double-click the Web Sites folder. Result: The heading expands to reveal a series of folders.
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Double-click the Default Web Site heading.
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In the right pane, scroll down to the bottom to locate the series of .asp files listed under the Default Web Site heading above.
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Starting with Authenticate.asp, right-click the file and select Properties. Result: The
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Click the File Security tab.
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Under the Secure Communications heading, click Edit. Result: The Secure Communications window appears.
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Click to select the check box beside Require secure channel (SSL).
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Click OK.
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Perform steps 4 to 8 for each of the files listed at the beginning of this procedure. When you are finished, close the Internet Information Services (IIS) Manager window.
12
After you have enabled SSL for each of the files, in an Internet Explorer browser window, click Tools ➝ Internet Options.
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Click the Advanced tab.
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Scroll down to the bottom of the Settings box until you see the Security section.
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Select the Warn if changing between secure and not secure mode option. Note: If you do not want to receive a warning message each time you log on to Symposium Web Client, then you can leave this option deselected.
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Click OK.
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What’s next? Configure your client PC. For more information, see “Installing and configuring client software” on page 635. Once you install and configure client applications, you can log on to Symposium Web Client to add and configure servers in Symposium Call Center Server using the Configuration component. See “Adding and configuring call center servers” on page 800 for more information.
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Installing and configuring client software In this chapter Installing third-party software on a client
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Installing third-party software on a client Introduction Each client PC in Symposium Web Client requires third-party software, depending on which platform the client runs:
Internet Explorer version 6.0 with Service Pack 1 or later on all clients. Windows Installer 2.0 or later. Version 2.0 is included on the Symposium Web Client CD-ROM, and in both Windows 2000 Service Pack 3 for Windows 2000 Server and Professional, and in Windows Server 2003 and Windows XP. For more information on installing this software, see “Installing Windows Installer 2.0 or later” on page 640. Simple Object Access Protocol (SOAP) Version 3.0 merge module (a Microsoft standard component required by all clients running Windows Server 2003, Windows XP, Windows 2000 Professional, Windows 2000 Server, or Windows 2000 Advanced Server). Various ActiveX controls. For a complete listing of the controls required on the client PC, see “Controls required on the client PC” on page 652.
Note: You must configure the Display settings on the client PC’s monitor. Click Start ➝ Settings ➝ Control Panel. Double-click Display, and then click the Settings tab. In the Font size drop-down box, select Small Fonts. If you do not select Small fonts, some items may not display correctly in the browser.
To configure Internet Explorer 6.0 on the client PC Before you begin, ensure that you have installed Internet Explorer Service Pack 1. Start Internet Explorer 6.0. On the menu bar, select Help ➝ About to verify the Service Pack. If the client PC is running Windows XP Service Pack 2, in addition to the procedures in this guide, there are some additional steps that you must perform to configure the browser for Symposium Web Client. For details, see the Symposium Products Interim Compatibility Advisory for Microsoft Windows XP Service Pack 2. This document is located on the Partner Information Center (PIC) web site at www.nortel.com. 636
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1
Start Internet Explorer 6.0 or later.
2
From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
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Click the Security tab.
4
Click the Trusted Sites icon.
5
Click Custom Level. Result: The Security Settings window for trusted sites appears.
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Under the ActiveX controls and plug-ins heading, ensure that Enable is selected for the following ActiveX controls and plug-in settings:
Run ActiveX controls and plug-ins
Script ActiveX controls marked safe for scripting
Initialize and script ActiveX controls not marked safe for scripting
Ensure that Enable or Prompt is selected for the following ActiveX control and plug-in:
7
Download signed ActiveX controls
Click OK. Note: If you have enabled any ActiveX options, a message box appears, asking you to confirm your choice. Click Yes.
8
Click the Privacy tab to choose the way you handle cookies:
To disable all cookies, drag the slider to the top of the ruler until Block all Cookies appears at the top.
or
Drag the slider to any of the levels in the middle of the ruler until you reach the desired privacy setting.
9
Click Apply.
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Click the Security tab.
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Click the Trusted Sites icon.
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Click Sites. Result: The Trusted Sites window appears.
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Deselect the Require server verification {https:} for all sites in this zone check box.
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In the Add this Web site to the zone box, enter the server name (not the IP address) for your Contact Center Manager Administration server.
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Click Add.
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In the Add this Web site to the zone box, type about:blank.
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Click Add. Note: This ensures that the “about:blank” URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly in Symposium Web Client.
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Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces). Note: If you used the fully qualified domain name in the SOAP Configuration Parameters window when you installed Contact Center Manager Administration on the Contact Center Manager Administration server, then you must also add this name as a Trusted Site. Type the fully qualified domain name in the Add this Web site to the zone box, and then click Add.
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Click Close to return to the Internet Options window.
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Click the Advanced tab.
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Under Browsing, deselect the Reuse windows for launching shortcuts check box.
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Click OK to exit the Internet Options window.
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Restart Internet Explorer 6.0 to activate your changes.
ActiveX control security This section includes information on security issues related to ActiveX controls. It is separated into three main parts:
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digital signatures
code signing certificates (for digital signatures)
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Digital signatures All controls provided with Symposium Web Client are contained within .cab files that are digitally signed, either by Nortel Networks or by the third-party vendor of origin. Signing the .cab file authenticates that the software originated from a trusted source. The signed .cab file cannot be altered without invalidating the signature, which validates that the contents of the .cab file (including the control) also originated from a trusted source. Based on the browser’s security settings (see “To configure Internet Explorer 6.0 on the client PC” on page 636 for details), when Internet Explorer downloads an ActiveX control to the client PC, it checks whether the .cab file containing the control is signed. If the browser’s security settings stipulate that a control must be signed before being downloaded (when Download unsigned ActiveX controls is set to Disable), then Internet Explorer checks the signature of the .cab file before downloading the control. If the signature is valid, the control is downloaded to the client PC. Code signing certificates (for digital signatures) A code signing certificate is used by software publishers to sign code that they develop and distribute. A signature given by a code signing certificate validates that the file has originated from a trusted source and has not been altered since it was originally published. This type of certificate is valid for a specified period of time, usually one year, during which time software developers can use it to sign binary files with their digital signature. The code signing certificate can expire (usually after one year) without invalidating the signature. Provided the digital signature includes a timestamp, the only other requirement for the validity of the digital signature is that the code signing certificate be valid when the code is digitally signed. The digital signature includes a timestamp taken from a trusted server to prove the date on which the code was signed. Note: SSL certificates are different in that they are not useful once they have expired. For Symposium Web Client, Nortel Networks uses a code signing certificate purchased from VeriSign that is renewed each year. The digital signatures for Symposium Web Client are timestamped against VeriSign’s servers.
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For information on VeriSign’s code signing certificates, see http://www.verisign.com/resources/gd/authenticode/index.html Trusted Sites Zone and Safe for Scripting Symposium Web Client uses some controls that are not marked as “safe for scripting.” To run these controls, you must set the Internet Explorer security setting Initialize and script ActiveX controls not marked safe for scripting to Enable (see “To configure Internet Explorer 6.0 on the client PC” on page 636 for more details). Due to this required setting, Nortel Networks recommends that you add the Symposium Web Client application server as a Trusted Site in Internet Explorer. By doing so, the security settings required by Symposium Web Client do not apply to other web sites in the intranet and Internet zones, which is seen as a more secure solution, since it limits the access to these controls. If these controls were marked as “safe for scripting,” they would be available to all intranet and Internet zone web sites making the application server less secure.
Installing Windows Installer 2.0 or later Note: You do not need to perform this procedure if you have Windows 2000 Server Service Pack 3 (or later), Windows XP, or Windows Server 2003, as these operating systems automatically contain the Windows Installer 2.0 software. 1
In the root directory of the Symposium Web Client CD-ROM, locate the folder Windows Installer 2.0 for
2
Inside the appropriate folder, double-click the file InstMsiW.exe. The program installs the Windows Installer 2.0 and tells you to restart the computer when it is finished.
3
Restart the computer. Proceed with installing SImple Object Access Protocol 3.0, if required.
Installing Simple Object Access Protocol Previous versions of Symposium Web Client used Remote Data Service (RDS) technology for retrieving data through client PCs from the application server. However, in Symposium Web Client 4.5 and later, this method of data retrieval is no longer applicable. 640
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For Symposium Web Client 4.5 (and later) to function correctly, you must install a software package containing Simple Object Access Protocol (SOAP) components. You must perform this installation on every client PC that accesses the application server and that runs any one of the following operating systems:
Windows Server 2003, Windows XP, Windows 2000 Professional, Windows 2000 Server, or Windows 2000 Advanced Server
SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages. To install Simple Object Access Protocol When you use the client PC to connect to an application server running Symposium Web Client 4.5, the system checks whether the client PC contains the required SOAP files. If SOAP 3.0 is not installed, then a warning message appears, followed by a series of windows that enable you to download and install the SOAP files directly from the application server. You have three choices: you can click Cancel to download it later; you can save the software to the client PC’s hard disk for later installation; or you can install the software immediately. Only users who are logged on to the client PC with administrator privileges can install the software. If a user without administrator privileges is logged on to the client PC, then he or she has the option of downloading and saving the ClientSOAP.msi file to the client PC’s hard drive. An administrator can then install the software later by double-clicking this file. However, note that you cannot use Symposium Web Client until the client SOAP software is installed. Note: You only need to perform this installation once on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward. 1
On the client PC, open Internet Explorer.
2
In the Address box, type the URL address of the application server. The default URL address is http://<Application Server>.
3
Press Enter. Result: The application server displays the Symposium Web Client main logon window.
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In the User Name and Password boxes, type your logon details, and then click Login. Result: A warning message appears, notifying you that you must have SOAP 3.0 installed on the client PC.
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Click OK. Result: A message box appears, enabling you to download the SOAP package.
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Click OK to download the SOAP software. Note: Click Cancel if you want to download the software at a later date. Symposium Web Client will not function properly until you install SOAP on the client PC. Result: A window appears, enabling you to download and install the SOAP files immediately, or save the files to the client PC for a later installation.
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Click Open to begin the installation. You must be logged on with administrator privileges to install the SOAP software. Note: If you prefer to save the SOAP installation file, ClientSOAP.msi, to the client PC for a later installation, click Save. A window appears, enabling
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you to choose the location where you want to save the file. A user with administrator privileges must double-click this file to install the software on the client PC. For installation instructions, proceed with the next Result. Result: The installation program verifies the operating system and setup of the client PC and notifies you if you need to update the Windows Installer software.
8
If you need to update the Windows Installer package, you can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC.
If you do not have to update the installer, proceed to the following step.
The SOAP installation proceeds and the welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following graphic:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing SOAP window appears.
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The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears.
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Installing controls on a client Most of the Symposium Web Client components require the installation of controls on the client PC. Provided that you have logged on to the client PC with the proper privileges, these controls are automatically downloaded and installed on the client PC the first time they are required by the Symposium Web Client application in which you are working, unless the control is already installed on the client PC. The system automatically upgrades these controls if a newer version of the control is detected on the application server, only up to the version specified by Symposium Web Client. Controls are required for all components except Configuration and Audit Trail. For information on viewing the controls that are installed on the client PC, see “To view the list of installed controls” on page 654. All the downloaded controls used by Symposium Web Client are contained in .cab files that are digitally signed. Therefore, if you configured Internet Explorer according to the procedure in the previous section, and enabled the downloading of signed ActiveX controls, the browser does not notify you that it is downloading a required control; the control is automatically downloaded to the client PC.
Installing controls and permissions If your call center security policy does not allow agents to log on to the client PCs with administrator privileges, then the automatic download process for most of the Symposium Web Client controls will not function. In this case, you have three options for installing the required controls on the client PCs:
A user with administrator privileges can log on to each client PC, connect to the application server, and automatically download all required controls by opening all applicable components and using the pages that require these controls. For a list of all controls and the components they work with, see Appendix E, “Controls required on the client PC.” For those users who have a central management tool in their network, such as a Systems Management Server (SMS), Nortel Networks has bundled the required controls into a single file called ClientCtrls.msi. You can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who has logged on to the
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PC. For details, see “To run the ClientCtrls.msi file from an SMS server” on page 655.
If you do not have an SMS server, a user with administrator privileges can launch the ClientCtrls.msi file on each client PC individually to install all the required controls at once (without having to log on to Symposium Web Client). For details, see “To run the ClientCtrls.msi file on each client PC” on page 655.
Controls and your local security policy If the client PC runs on Windows 2000, then based on the local settings of the security policy Unsigned non-driver installation behavior on the PC, warning windows other than those resulting from the settings you chose when configuring Internet Explorer may appear, or the required controls may not be downloaded at all. Likewise, if the client PC runs on Windows Server 2003, these warnings may appear (or the required controls may not be downloaded at all), based on the local settings of the security policy, Software Restriction Policies – Security Levels, on the PC. It is important, therefore, that you verify your local security settings for the appropriate policy, according to the following procedure. This procedure is only applicable to client PCs running Windows 2000 or Windows Server 2003. If your client PC runs any other operating system, then the security policy does not affect the downloading of controls. To verify your local security policy settings Note: The following procedure is applicable only to Windows 2000 or Windows Server 2003. If your client PC runs any other operating system, then the security policy does not affect the downloading of controls, and you do not need to perform this procedure.
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Click Start ➝ Programs ➝ Administrative Tools ➝ Local Security Policy. Result: The Local Security Settings window appears.
2
Click the plus sign (+) beside Local Policies. Result: The heading expands to reveal a series of folders.
3
Click the Security Options folder. Result: A series of policies appears in the right pane.
4
In the right pane, scroll down to the “Unsigned non-driver installation behavior” policy.
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Under the Local Setting column, verify the current setting for this policy. The possible values are:
Not Defined You have not configured the settings for this policy. Any warning windows that appear when you install controls on the client are the result of the settings you chose when configuring Internet Explorer.
Silently succeed All controls are installed on the client PC without any further warning windows, other than those resulting from the settings you chose when configuring Internet Explorer.
Warn but allow installation All controls are installed on the client PC, but if any of the files within the CAB file being downloaded are not signed, then one or more warning windows appear, in addition to those
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resulting from the settings you chose when configuring Internet Explorer.
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Do not allow installation You cannot download and install unsigned controls on the client PC, regardless of the settings you chose when configuring Internet Explorer.
To change the setting that appears, right-click this policy, and select Security from the resulting pop-up menu. Result: The Local Security Policy Setting window appears.
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From the Local policy setting drop-down list, select the new policy setting.
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Click OK to save your changes.
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Close the Local Security Policy Setting window.
To install controls on a client PC The installation procedure in this section uses the example of how to install the client controls required for Scripting (True DBGrid Pro and the Remote Desktop ActiveX control). However, the same basic procedure applies for installing any of the controls for the other components:
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1.
You must first log on to the application server and start the applicable component.
2.
Then open the window or feature of the component that requires the control. For example, True DBGrid Pro is only required for the application thresholds portion of Scripting and is, therefore, only downloaded when you open this feature in Scripting.
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When the security warning window appears notifying you that you must install the control, click Yes. The system automatically installs the control (if you have set Internet Explorer to Prompt for Download signed ActiveX controls).
Notes:
If you are using an SMS server to install all required controls automatically, then see “To run the ClientCtrls.msi file from an SMS server” on page 655. If you are a user with administrator privileges and you are manually installing all controls simultaneously by launching the ClientCtrls.msi file on each client PC, then see “To run the ClientCtrls.msi file on each client PC” on page 655. When downloading the control for Historical Reporting (the Crystal Reports Viewer), you may be prompted to install certain dependency files (if these files do not already exist on the PC). For details, see “To download the files required by the Crystal Reports Viewer” on page 651. For a complete list of the controls required on the client PC, see “Controls required on the client PC” on page 652. Both regular Windows users and domain users who log on to client PCs running either Windows Server 2003, Windows XP, or Windows 2000 Professional must have an ID that is part of the Power Users group on the client PC to successfully download and install many of the controls required by Symposium Web Client. (A user with administrator privileges must first install client SOAP on the client PCs.) For information on adding these users to the Power Users group, consult Microsoft Windows Help in the appropriate operating system. ATTENTION
You require separate licenses for Terminal Services for each client PC using the Script Manager and Editor portion of the Scripting component.
To install True DBGrid Pro on a client This procedure is an example of how to interactively download ActiveX controls. When you run Scripting in Internet Explorer for the first time, the system prompts you to install True DBGrid Pro if it is not already installed on the client PC. Planning, Installation, and Administration Guide
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Log on to Symposium Web Client. Note: For more information about logging on to Symposium Web Client for the first time, see “To log on to Symposium Web Client for the first time” on page 792. Result: The Launch Pad appears.
2
Click Scripting. Result: When the Scripting window opens in your browser, the system prompts you to install the True DBGrid Pro Control.
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Click Yes. Result: The system installs True DBGrid Pro.
Downloading the Crystal Reports Viewer Note: If you are using an SMS server to install all required controls automatically (including the Crystal Reports Viewer), then see “To run the ClientCtrls.msi file from an SMS server” on page 655. If you are a user with administrator privileges and you are manually installing all controls simultaneously by launching the ClientCtrls.msi file on each client PC, then see “To run the ClientCtrls.msi file on each client PC” on page 655.
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Before you can successfully run and view historical reports, the client PC must have the Crystal Reports Viewer control installed. For this control to function correctly, it requires that certain files must be installed on the PC. While most of these files are downloaded automatically, the system notifies you that it needs to download the following files:
atl.dll
MFC.DLLs
If these files are not installed when you first download the Crystal Reports Viewer, then messages appear notifying you that you must install them as outlined in the following procedure. To download the files required by the Crystal Reports Viewer 1
On the client PC, open the Historical Reporting component.
2
Run an ad hoc report. Result: The system downloads the Crystal Reports Viewer. Then, if the required atl file for this Viewer is not installed, the report viewer appears blank and the following message box appears:
3
Click Yes to install the file. Result: The system installs the file and a message appears, prompting you to restart the PC.
4
Click Yes to restart the PC, or No to restart later. Note: You do not have to restart the PC for these changes to take effect.
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On the client PC, try to run the ad hoc report again. Result: If the report is generated successfully, then you do not have to continue with the following steps and you are finished this procedure. However, if the required mfc files are not installed, then the report viewer appears blank and the following message box appears:
6
Click Yes to install the files. Result: The system installs the required files, and a message box appears prompting you to restart your PC.
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Click Yes to restart the PC, or No to restart later. Note: You do not have to restart the PC for these changes to take effect. Result: On the client PC, you can now run the ad hoc report successfully.
Controls required on the client PC Notes:
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Deleting controls: You can safely delete any of the controls from the client PC. However, note that if Internet Explorer has been using the control, you may need to close the browser and reopen it before the system allows you to delete the control. Installing later versions: Internet Explorer will automatically download later versions of the controls as required. For information about viewing the version number of the controls installed on the client PC, see “To view the list of installed controls” on page 654.
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The following table lists all the controls that must be installed on the client PC if it is used to access all Symposium Web Client 4.5 components (except Configuration and Audit Trail, which have no dependency on controls). Some controls are required for more than one component, but you only need to install them once. For a complete list of the control files and their version numbers, refer to Appendix E, “Controls required on the client PC.” Control
Company
Purpose
Crystal Reports Viewer
Crystal Decisions
Crystal Reports
Emergency Help
Nortel Networks
Emergency Help
Popup Menu
Microsoft
Internet Explorer Popup Menu
Date and Time Picker
Microsoft
Time and date picker control
Remote Desktop Client
Microsoft
Terminal Services
Olectra Chart
ComponentOne
Chart control
Real-time Display
Nortel Networks
Real-time displays
Infragistics ActiveTreeView
Infragistics
TreeView control
True OLE DB Grid 8
ComponentOne
Grid control
ATL module for Windows
Microsoft
Visual C++ Helper files used to display progress bar
SOAP Client 3.0 *
Microsoft
Access to server-side functionality
*For more information on installing the client version of SOAP, see “Installing Simple Object Access Protocol” on page 640. The control for Windows scripting is automatically installed with the client operating system.
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Viewing the list of installed controls When you want to verify which controls are installed on the client PC and their version numbers, you can use the Tools menu in Internet Explorer. To view the list of installed controls 1
In Internet Explorer, click Tools ➝ Internet Options. Result: The Internet Options window appears.
2
On the General tab, under the Temporary Internet files heading, click Settings. Result: The Settings window appears.
3
Click View Objects. Result: The Downloaded Program Files window appears, listing the installed controls, the date they were installed, and their version numbers.
Using the ClientCtrls.msi file Nortel Networks provides a single file called ClientCtrls.msi that includes all the required client controls. For a list of the controls and their versions, see Appendix E, “Controls required on the client PC.” Note: When you use the ClientCtrls.msi file to download controls, the downloaded controls will not appear in the Internet Explorer Downloaded Program Files window. There are two ways in which you can use this file. Choose the method that best suits your organization:
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For those users who have a central management tool in their network, such as a Systems Management Server (SMS), you can use the SMS server to run this file and silently install all the required controls on all the SMS clients, regardless of the level of user who has logged on to the PC. For details, see “To run the ClientCtrls.msi file from an SMS server” on page 655. If you do not have an SMS server, a user with administrator privileges can launch the ClientCtrls.msi file on each client PC individually to install all the required controls at once (without having to log on to Symposium Web Symposium Call Center Web Client
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Client). For details, see “To run the ClientCtrls.msi file on each client PC” on page 655. To run the ClientCtrls.msi file from an SMS server Notes:
Since installation procedures through an SMS system can vary from one company to the next, the following procedure offers general guidelines only. Follow your company’s guidelines to install the ClientCtrls.msi file on the SMS clients in your network. In addition to using an SMS server, a system administrator can install this package on client PCs within the same domain using the Windows group policy. For details, see the documentation on the Microsoft web site at http://support.microsoft.com/default.aspx?kbid=324750.
1
Log on to the SMS server with administrator privileges.
2
Insert the Symposium Web Client CD-ROM into the SMS server, and then navigate to the root directory.
3
From the CD-ROM, copy the file ClientCtrls.msi to the desired directory on the SMS server.
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Double-click the ClientCtrls.msi file to run the installation and install the files on all SMS client PCs in your network.
To run the ClientCtrls.msi file on each client PC Use this procedure to install all required controls on each client PC individually. This procedure is useful if your company’s security policy prevents agents from logging on to their PCs with administrator privileges. In this case, an administrator can install all required controls by running the ClientCtrls.msi file on each PC. 1
Log on to the client PC with administrator privileges.
2
Insert the Symposium Web Client CD-ROM into the PC, and then navigate to the root directory.
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In this directory, double-click the file ClientCtrls.msi to begin the installation. Result: The Windows Installer windows appears briefly, followed by the welcome window.
4
Click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The program installs the files. When it is finished, the completed window appears.
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Click Finish.
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Perform this procedure on each client PC that will be used to access the application server and run Symposium Web Client.
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Installing and configuring Agent Desktop Displays on a client PC Introduction Agent Desktop Displays is a Windows-based tool that provides skillset monitoring to Symposium Call Center Server agents. Agents or supervisors can log on to Agent Displays using their phoneset logon ID and view real-time statistics for each skillset to which they belong. Agent Desktop Displays’ tabular format appears as a window with several columns. This window can be moved, minimized, resized, closed, or set to always stay on top of the desktop like any standard Microsoft window. The application continually verifies that the agent is logged on to the server in Symposium Call Center Server by checking with the application server once every minute. It also checks the list of skillsets that are assigned to the logged on agent once every 3 minutes and updates the display accordingly. Notes:
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If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, then you must be logged on to the PC as a user with Administrator privileges to install or upgrade Agent Desktop Displays. This also applies if you are installing the client portion of Agent Desktop Displays on the application server. Before you can install Agent Desktop Displays on the client PC, you must ensure that it has the Windows Installer 2.0 or later installed (version 2.0 is included on the Symposium Web Client CD-ROM, and in Windows Server 2003, Windows 2000 Service Pack 3 for Windows 2000 Server and Professional, and Windows XP). For more information on installing this software from the Symposium Web Client CD-ROM, see “Installing Windows Installer 2.0 or later” on page 640. For information on upgrading Agent Desktop Displays from Release 4.0 to 4.5, see “Upgrading the Agent Desktop Displays client software” on page 701 (when the application server is running Windows 2000 Server/ Advanced Server) or “Upgrading the Agent Desktop Displays client Symposium Call Center Web Client
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software” on page 753 (when the application server is running Windows Server 2003).
Versions of Agent Desktop Displays and compatibility with Symposium Web Client If you are going to use Agent Desktop Displays on a client PC that connects to multiple application servers, then you must ensure that each application server has the same version of Symposium Web Client installed.
Agent Desktop Displays 4.5 connecting to Symposium Web Client 4.0 The Agent Desktop Displays 4.5 client software is incompatible with the Symposium Web Client 4.0 software that is installed on the application server. Once you upgrade the client PC from Agent Desktop Displays Release 4.0 to Release 4.5, then you cannot use the Agent Desktop Displays component when the client PC connects to an application server running Symposium Web Client 4.0. Agent Desktop Displays 4.0 connecting to Symposium Web Client 4.5 Agent Desktop Displays Release 4.0 is compatible with an application server running Symposium Web Client Release 4.5 only when it is installed on Windows 2000 Server/Advanced Server. Agent Desktop Displays Release 4.0 is incompatible with an application server running Symposium Web Client Release 4.5 when it is installed on Windows Server 2003. When you use a client PC running Agent Desktop Displays Release 4.0 to connect to an application server running Symposium Web Client Release 4.5 (on Windows 2000 Server/Advanced Server), a message appears, notifying you that there is a newer version of the client software available and enabling you to upgrade the software to Release 4.5. If you choose not to upgrade, then you can continue to use Agent Desktop Displays Release 4.0. However, in this case, the communication between the client PC and application server continues to be through Remote Data Service (RDS), rather than SOAP, which is new to Release 4.5. Therefore, the RDS communication method must be enabled on the application server for Agent Desktop Displays 4.0 to function properly. For details on enabling RDS, see “To reenable Remote Data Service” on page 279. For information on upgrading Agent Desktop Displays, see “Upgrading the Agent Desktop Displays client software” on page 701.
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Symposium Web Client and Remote Data Service While the primary communication method in Symposium Web Client 4.5 is through SOAP 3.0, the application server still needs to use RDS communication in the following three instances:
when Agent Desktop Displays 4.0 clients connect to the application server to view the displays during the upgrade process when you upgrade these clients to Agent Desktop Displays 4.5 during the upgrade process when you upgrade all client PCs to SOAP 3.0
Until you have finished upgrading all client PCs to SOAP 3.0, and have upgraded all the client PCs running Agent Desktop Displays to Release 4.5 of the client software, the application server still requires that RDS be enabled (in addition to SOAP). Since the RDS communication method relies on the MSADC virtual directory, this directory must also be enabled for proper RDS functionality. The default IIS Lockdown procedure, as documented for Windows 2000 Server/Advanced Server in this guide, disables RDS by removing this virtual directory. However, when performing this procedure, you can choose to leave this directory enabled while there are still client PCs running Agent Desktop Displays 4.0 and connecting to the application server, and until you have upgraded all client PCs to SOAP 3.0. For more information, see “Installing, configuring, and uninstalling IIS Lockdown and URLScan” on page 241. Note: If the application server is running Windows 2000 Server/Advanced Server, after you upgrade to Agent Desktop Displays Release 4.5, the first time you launch the program, the system checks for SOAP 3.0 on the client PC. If it does not find this software, then the system automatically downloads and installs the SOAP software. Since this process also requires RDS, you cannot remove the application server’s MSADC virtual directory through the IIS Lockdown procedure until the SOAP software has been completely installed on all client PCs that connect to the application server to view the Agent Desktop Displays.
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If the application server is running Windows Server 2003, however, it comes with IIS 6.0 by default. This version of IIS does not include the MSADC virtual directory and, therefore, the RDS communication method is not supported on this operating system. Instead, when Symposium Web Client 4.5 is installed on an application server that is running Windows Server 2003, it can only use the SOAP communication method. Since RDS is not supported on this operating system, the automatic upgrade of Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5 is not supported, nor is the automatic upgrade of all client PCs to SOAP 3.0. Instead, you must manually upgrade the Agent Desktop Displays 4.0 software to Release 4.5 by following the procedure “Manually upgrading the Agent Desktop Displays client software” on page 754.
Installing and configuring Agent Desktop Displays on a client PC Note: For details on upgrading Agent Desktop Displays, see “Upgrading the Agent Desktop Displays client software” on page 701. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, then you must be logged on to the PC with Administrator privileges to install Agent Desktop Displays. This also applies if you are installing the client portion of Agent Desktop Displays on the application server.
Installing Agent Desktop Displays To install Agent Desktop Displays on a client PC, run the setup program for the client version of the program. You must configure the agent displays on each client to connect to the application server, and to the server in Symposium Call Center Server after installation is complete. ATTENTION
The Agent Desktop Displays 4.5 client software is incompatible with the Symposium Web Client 4.0 software that is installed on the application server. Once you upgrade the client PC from Agent Desktop Displays Release 4.0 to Release 4.5, then you cannot use the Agent Desktop Displays component when the client PC connects to an application server running Symposium Web Client 4.0.
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Note: You can use this procedure to install both the standard English version and the multi-language support version of the Agent Desktop Displays client software. For more information on Agent Desktops Displays and multiple language support, see “Versions of ADD client software and multiple language support” on page 193. To install and configure Agent Desktop Displays on a client PC 1
Insert the Symposium Web Client CD into the client PC.
2
Click Start ➝ Run. Result: The Run dialog box appears.
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Click Browse to go to the CD-ROM drive on the client.
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Open the Agent Desktop Displays Client folder, and then double-click the setup.exe file. Example Your path can be [CD-ROM drive]:\Agent Desktop Displays Client\setup.exe
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Click OK. Result: The Choose Setup Language window appears.
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From the drop-down list, choose the language in which you want to install/ upgrade Agent Desktop Displays. You can choose from English, French, German, Japanese, and Traditional Chinese. Note: If you are connecting to a coresident server to use Agent Desktop Displays, then you cannot use French or German. If the server also contains TAPI 3.0, then you can only use English.
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Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Symposium Agent Desktop Displays window.
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Click Next. Result: The Customer Information window appears.
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In the User Name and Organization boxes, type the appropriate information.
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Under the Install this application for heading, click the radio button beside Anyone who uses this computer (all users).
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Click Next. Result: The Setup Type window appears.
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Select one of the following setup types:
Complete: Click Complete to install all Agent Desktop Displays components in the default directory.
Custom: Click Custom to change to the default installation directory, or to confirm available hard disk space.
If you want to change the default directory path, follow these steps: a. Click Custom in the Setup Type window. Result: The Custom Setup window appears.
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b. In the Custom Setup window, confirm the default directory path that appears in the bottom left side of the window. Click Change to change this path. Result: The Change Current Destination Folder window appears.
c. In the Folder name box, type the path to the directory and the directory name, or navigate to the drive and directory in which you want to install the program.
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d. Click OK to return to the Custom Setup window. Note: If you are upgrading from a previous version of Agent Desktop Displays, then you cannot choose the directory in which to install the software; you must install the upgrade in the same folder in which the original software is installed. 14
If you want to confirm your available hard disk space, click Space. Result: The Disk Space Requirements window appears.
a. Review the available hard disk space and the amount of space required to install the individual components, and then click OK to return to the Custom Setup window. Note: The Disk Space Requirements window appears automatically if you attempt to install Symposium Agent Desktop Displays on a drive that does not have enough free disk space.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Install. Note: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Result: The Installing Agent Desktop Displays window appears and installation begins. When installation is complete, the Server IP Addresses dialog box appears.
Note: If you are upgrading from a previous version of Agent Desktop Displays, then the Server IP Addresses window does not appear. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application.
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In the Application server IP address and the Symposium server IP address boxes, type the appropriate IP addresses. Note: When typing the IP address of Symposium Call Center Server, if you are installing Agent Desktop Displays on a Terminal Services/Citrix server, keep in mind that all agents who use Agent Desktop Displays from this particular server must be configured on the same server in Symposium Call Center Server.
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Click Save. Result: The InstallShield Wizard Completed window appears.
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Click Finish. Result: The system may prompt you to restart your system.
Installing Simple Object Access Protocol on the Agent Desktop Displays client PC (Windows 2000 Server) Before you can use Agent Desktop Displays Release 4.5, the client PC must have the client SOAP software (clientSOAP.msi) installed. If the application server is running Windows 2000 Server/Advanced Server, the system automatically downloads and installs the client SOAP software the first time a user launches Agent Desktop Displays.
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Note: You must be logged on to the client PC with administrator privileges to complete the automatic downloading and installation of the client SOAP software. The installation of the clientSOAP.msi file is required both on client PCs that are used to connect to the application server and work with Symposium Web Client (these PCs are most often designated for supervisors and administrators), and on client PCs that are used to run Agent Desktop Displays (these PCs are used by agents and some supervisors). However, the method of installing the SOAP software is slightly different in each case, as shown below:
When you launch Symposium Web Client, the system checks whether SOAP 3.0 is installed. If it does not find the required files, it prompts you to download and install the SOAP software. You have three choices: you can click Cancel to download it later; you can save the software to the client PC’s hard disk for later installation; or you can install the software immediately. You must be logged on to the PC with administrator privileges to install the software. When a user launches Agent Desktop Displays on a client PC, the system checks whether the client SOAP software (clientSOAP.msi) is installed. If it does not find the required files, then it automatically downloads the software. Once the download is complete, the system automatically installs the SOAP software. The user does not have the option of clicking Cancel or saving the installation file to disk for later installation. You must be logged on to the PC with administrator privileges to install the software. Once the installation process begins, the windows that appear are the same on both types of client PC. For details, see “To install Simple Object Access Protocol” on page 641.
Agent Desktop Displays and the MSADC folder When you perform the optional IIS Lockdown procedure for servers running Windows 2000 Server/Advanced Server, it removes the MSADC virtual directory from the application server, which disables the RDS communication method. Note: By default the Windows Server 2003 operating system comes with IIS 6.0, which does not include the MSADC virtual directory. Therefore, servers that run this version of IIS do not support the Remote Data Service (RDS) form of communication. Planning, Installation, and Administration Guide
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Therefore, if you are using Agent Desktop Displays 4.0 with Symposium Web Client 4.5 (on Windows 2000 Server/Advanced Server), you cannot perform the default IIS Lockdown procedure because the communication between the client PC and application server is through RDS, not SOAP. Instead, you can perform the IIS Lockdown procedure, but leave the MSADC virtual directory enabled. Once all Agent Desktop Displays clients have been upgraded to Release 4.5 (and have SOAP 3.0 installed), then you can perform the IIS Lockdown procedure again, this time removing the MSADC virtual directory. For more information on this procedure, see “Installing, configuring, and uninstalling IIS Lockdown and URLScan” on page 241.
Installing Simple Object Access Protocol on the Agent Desktop Displays client PC (Windows Server 2003) Before you can use Agent Desktop Displays Release 4.5, the client PC must have the client SOAP 3.0 software (clientSOAP.msi) installed. If the application server is running Windows Server 2003, and you have just upgraded the client PC to Release 4.5 of the Agent Desktop Displays software, then you must manually install the SOAP software on each client PC. Note: You must be logged on to the client PC with administrator privileges to complete the installation of the client SOAP software. To manually install Simple Object Access Protocol on the Agent Desktop Displays client PC Notes:
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You must be logged on to the client PC with administrator privileges to complete the installation of the client SOAP software. The client PC must have the Windows Installer 2.0 installed before you can perform this procedure. You can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC. You only need to perform the SOAP installation once on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward.
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1
Insert the Symposium Web Client 4.5 CD-ROM in the client PC and browse the contents of the CD.
2
In the root directory, locate the file clientSOAP.msi.
3
Copy and paste the file to the location of your choice on the client PC.
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Double-click the file to start the installation. Result: The installation program verifies the operating system and setup of the client PC and notifies you if you need to update the Windows Installer software.
5
If you need to update the Windows Installer package, you can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC.
If you do not have to update the installer, proceed to the following step.
The SOAP installation proceeds and the welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following graphic:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing SOAP window appears.
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The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Result: You can now use Agent Desktop Displays 4.5.
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Symposium Call Center Web Client
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Upgrading Symposium Web Client (Windows 2000) In this chapter Overview
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Overview This chapter is broken down into the following main subsections:
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Pre-upgrade checklist Use this checklist before you perform an upgrade to ensure that the server and client PCs are prepared properly. Upgrading Symposium Web Client This section includes the main procedures you must perform to upgrade Symposium Web Client from Release 4.0 to Release 4.5. These procedures include upgrading the Sybase software from Release 12.0 to 12.5 upgrading the Symposium Web Client software For more information, see “Upgrading Symposium Web Client” on page 680. Upgrading the Agent Desktop Displays client software This section includes the procedures you must perform to upgrade the client PCs (and the application server if it is used as a client PC) to Release 4.5 of the Agent Desktop Displays client software. It includes the following procedures: upgrading the Agent Desktop Displays software on the client PCs upgrading the version of the client SOAP software installed on the client PCs Applying the latest Service Update This section includes a choice of two procedures that you must perform to apply the latest Service Update to Symposium Web Client Release 4.5. The procedures differ based on the current level of Symposium Web Client that is installed on the application server. For more information, see “Applying the latest Service Update” on page 717.
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Pre-upgrade checklist Introduction Use this checklist before you upgrade Symposium Web Client from Release 4.0 to Release 4.5.
Pre-upgrade checklist Note: Ensure that the conditions and prerequisites outlined in this checklist are met before you perform an upgrade. General
✔
Check the latest installation or documentation addenda for updates. You can download the latest addendum from either http://www.nortel.com (for end customers), or http://www.nortel.com/prd/picinfo/ (for distributors).
❑
Ensure that you have the Symposium Web Client 4.5 installation CD-ROM on ❑ hand. Use this CD-ROM to upgrade the Symposium Web Client software to Release 4.5. Symposium Call Center Server
Ensure that Symposium Call Center Server is running at least the following software release:
❑
Symposium Web Client is compatible with Symposium Call Center Server Release 4.0 (NS040107SU10S) or later, Symposium Call Center Server Release 4.2 (NS040206SU08S) or later, or Symposium Call Center Server Release 5.0 (NN_SCCS_5.0_SU_03_S) or later. Symposium Web Client is incompatible with previous releases of Symposium Call Center Server.
Note: Symposium Web Client Release 4.0 is incompatible with Symposium Call Center Server Release 5.0 or later.
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Application server
Before you upgrade Symposium Web Client from Release 4.0 to 4.5, ensure that ❑ you perform a full backup of the application server, including the operating system, the Symposium Web Client application software, the Symposium Web Client files that contain user data, Active Directory, and anything else that is specific to the server. For details, see “Configuring the server (Windows 2000 Server)” on page 161. Ensure that Sybase Open Client 12.5 is installed on the application server. For more information, see “Upgrading Sybase Open Client” on page 683.
❑
Ensure that the appropriate Sybase Open Client driver is installed. For details, see “To upgrade the Sybase 12.5 ODBC driver” on page 688.
❑
Before you upgrade Symposium Web Client from Release 4.0 to Release 4.5, ❑ ensure that the application server meets all minimum requirements for this release. For details, see “Application server hardware requirements” on page 40, and “Application server software requirements” on page 46. If you have installed IIS Lockdown on the application server, you must uninstall ❑ it before upgrading Symposium Web Client Release 4.0 to Release 4.5, and then reinstall IIS Lockdown after the upgrade. For details, see “Installing, configuring, and uninstalling IIS Lockdown and URLScan” on page 241. If you are upgrading to a new release of Symposium Web Client, or adding additional features to your existing installation, ensure that you have the new key code. You must enter the new key code during the upgrade procedure.
❑
Note: If you are installing the latest Service Update, then you do not require a new key code. If you have any language packs installed on the application server, you must uninstall all of them before you begin the upgrade of Symposium Web Client. (Then, when the upgrade is complete, you must install the language packs applicable to the newer version of Symposium Web Client.)
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If you are upgrading the Agent Desktop Displays software from either of the ❑ following builds, and you want to use multiple languages, then you must uninstall all Agent Desktop Displays language packs from the application server before you perform the upgrade:
Symposium Web Client 4.0, SU08 (Build 04.02.016.04)
Symposium Web Client 4.5, SU00 (Build 04.05.000.17)
Note: If you are upgrading from a later version of Symposium Web Client, then you do not need to uninstall these language packs. If you are upgrading the XML automated assignments feature, ensure that you ❑ have the XML Assignments User Guide on hand for instructions on installing and uninstalling this component. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. Client PCs Before you upgrade Symposium Web Client from Release 4.0 to Release 4.5, ensure that all client PCs meet the minimum requirements for this release. For details, see “Client hardware requirements” on page 54, and “Client software requirements” on page 57.
❑
Before you upgrade the client PCs from Release 4.0 to 4.5 of the Agent Desktop ❑ Displays software, ensure that Remote Data Service (RDS) is installed and enabled on the application server. If you have removed the MSADC virtual directory by performing the IIS Lockdown procedure, then you have disabled RDS. To reenable it before upgrading Agent Desktop Displays, see “To reenable Remote Data Service” on page 279.
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Upgrading Symposium Web Client Introduction ATTENTION
Before you attempt a major upgrade of the Symposium Web Client application version, ensure that you have made a complete backup so that you can restore the entire Symposium Web Client application server should you need to do so. A complete backup of the Symposium Web Client application server includes the operating system, the Symposium Web Client application software, the Symposium Web Client files that contain user data, Active Directory, and anything else that is specific to the server. Typically, you make a complete backup of the entire Symposium Web Client application server, including Active Directory, using a proven third-party backup tool of your choice, or the Windows 2000 Server backup method. When using the Windows 2000 Server backup method, select System State from the Backup tag. Refer to the Microsoft documentation for more details. If you encounter a problem with the following upgrade process, or if you encounter a product problem, then you can use the full backup you created to revert to the previous version of Symposium Web Client. For more information see, “Configuring the server (Windows 2000 Server)” on page 161.
You can use the procedure in this section to
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upgrade the software to add additional features or components (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities) upgrade from Symposium Web Client Release 4.0 to Release 4.5 on a Windows 2000 Server platform Symposium Call Center Web Client
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Note: You cannot use this procedure to migrate Symposium Web Client from a Windows 2000 Server platform to a Windows Server 2003 platform. As of the date of publication, this migration procedure is not supported. In each case, you enter your new keycode when you are prompted to do so during the installation. Note: If you are upgrading from Symposium Web Client Release 4.0 to Release 4.5, then you must ensure that Sybase Open Client 12.5 is installed on the application server before you perform the upgrade. For more information, see “Upgrading Sybase Open Client” on page 683. Service Updates You can upgrade your Symposium Web Client software when new Service Updates or Releases become available. When you upgrade to a newer version of the software, check the Symposium Call Center Server Supplementary CD for new Service Updates. Nortel Networks also recommends that you check the following web site to see if further updates have been posted following the release of the Supplementary CD: http://www.nortel.com/espl. For more information on applying the latest Service Updates, see “Applying the latest Service Update” on page 717. Note: If you are upgrading Symposium Web Client with the latest Service Update, then you do not require a keycode because the system upgrades only those components that were already installed on the application server. You can download the latest installation or documentation addendum from either http://www.nortel.com (for end customers), or http://www.nortel.com/prd/picinfo/ (for distributors).
Main procedures in the upgrade When you upgrade Symposium Web Client from Release 4.0 to 4.5, you must perform the following main procedures: On the application server: 1.
Uninstall all language packs (including Agent Desktop Displays language packs if you are upgrading from build 04.02.016.04 or build 04.05.000.17).
2.
Upgrade Sybase Open Client to version 12.5.
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Upgrade the Sybase Open Client 12.5 ODBC driver, EBF11113.
Note: If you already have Sybase Open Client 12.5 installed on the application server and are upgrading Symposium Web Client 4.5 from one build to the next, then you must still upgrade the Sybase Open Client 12.5 ODBC driver before upgrading the Symposium Web Client software. 4.
Upgrade Symposium Web Client to Release 4.5.
5.
If you have the client portion of Agent Desktop Displays installed on the application server, then you must upgrade this software, too.
6.
Install the new version of the language packs for Symposium Web Client. (Note: If you have upgraded to Agent Desktop Displays 4.5, you do not need to install the updated language packs separately as they are already included in the base English version of the software.)
On the client PCs: 7.
Upgrade the Agent Desktop Displays software to Release 4.5.
8.
Upgrade the client portion of the Simple Object Access Protocol (SOAP) software to version 3.0.
All these procedures are outlined in this section.
Uninstalling language packs Before upgrading the Symposium Web Client software, you must uninstall all existing language packs from the application server. If you are upgrading the Agent Desktop Displays software from build 04.02.016.04 or build 04.05.000.17, and you want to work in multiple languages, then you must also uninstall any existing Agent Desktop Display language packs from the application server. The procedure in this section outlines how to uninstall a Symposium Web Client language pack; however, you can also use this procedure to uninstall Agent Desktop Displays language packs.
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To uninstall a language pack Note: Once you install a language pack, if you subsequently want to uninstall the Symposium Web Client software, you must uninstall the language pack first. Then proceed with uninstalling the Symposium Web Client software. 1
Click Start ➝ Settings ➝ Control Panel.
2
In the Control Panel window, click Add/Remove Programs.
3
In the Add/Remove Programs window, highlight the language pack that you want to uninstall.
4
Click Remove.
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The program asks you to confirm your choice. Click Yes.
6
The program removes the language pack from the application server.
Upgrading Sybase Open Client You must install Sybase Open Client version 12.5 to use the Historical Reporting and Contact Center Management components of Symposium Web Client 4.5. To install Sybase Open Client, you must have administrator privileges on the application server. Planning, Installation, and Administration Guide
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Note: If you have Sybase version 12.0 installed on the application server, then you can perform an upgrade to Sybase version 12.5 using the following procedure. If you have a version of Sybase earlier than 12.0 or later than 12.5 installed on the application server, then you must uninstall it before you install version 12.5. For information on uninstalling the software, see the documentation posted on the Sybase web site at http://manuals.sybase.com/ onlinebooks/group-as/asp1200e/aseinsnt. After you upgrade Sybase Open Client to version 12.5, you must upgrade the Sybase Open Client ODBC driver. For details, see “To upgrade the Sybase 12.5 ODBC driver” on page 688. Symposium Web Client only functions with Sybase Open Client 12.5. If the application server already has a version of Sybase installed that is newer than version 12.5, then you must uninstall it completely before installing version 12.5. For information on uninstalling Sybase software, see the Sybase documentation. For information on performing a fresh installation of Sybase version 12.5 (as opposed to upgrading from version 12.0), see “To install Sybase Open Client” on page 123. To verify the version of Sybase Open Client that is already installed Perform the following procedure to verify the version of the Sybase software that is already installed before upgrading to Sybase Open Client 12.5: 1
On the server, click Start ➝ Settings ➝ Control Panel.
2
Click System. Result: The System Properties window appears.
3
Click the Advanced tab.
4
Click Environment Variables. Result: The Environment Variables window appears.
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Within the System variables section, locate the Sybase software entries. For example, if Sybase Open Client version 12.0 is installed on the server, it says SYBASE_OCS: OCS_12_0, and for Sybase Open Client version 12.5, it says SYBASE_OCS: OCS_12_5.
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To upgrade Sybase Open Client You can use this procedure to upgrade Sybase Open Client from version 12.0 to version 12.5. You must be logged on the server as an administrator to perform this procedure. 1
On the application server, insert the Symposium Call Center Web Client CD in the CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel.
3
Double-click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-clicked the Sybase Open Client version 12.5 setup.exe file on the Symposium Web Client CD, or if the setup file launched automatically, the Terminal Server Install Failure dialog box appears. This
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occurs because Terminal Services must be in Install Mode before you can install an application.
To switch Terminal Services to Install Mode, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode. 4
Click Add New Programs.
5
Click CD or Floppy to indicate that you want to install Sybase Open Client from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears.
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Click Browse and navigate to the Sybase folder on the CD-ROM: D:\SYBASE, where D:\ is the CD-ROM drive.
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Double-click setup.exe. Result: The path to the setup.exe file appears in the Open box.
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Click Next. Result: The Sybase Installer window appears, followed by the Installation Type window.
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Click Standard Install, and then click Next. Result: The Choose Directory window appears.
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custom location in which to install the software, or accept the default path shown (C:\SYBASE). ATTENTION
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When choosing a custom location in which to install the Sybase software, do not choose a directory name that contains a space. For example, do not choose D:\Program Files\Sybase because the Sybase installation program cannot process the space in “Program Files.”
Click Next. Result: The Summary window appears, displaying the components being installed.
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Click Next. Result: The Create Directory window appears, prompting you to confirm the name of the directory to which the files will be copied.
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Click Yes. Result: The Installing window appears, displaying a status bar while the system installs the program. The system asks if you want to overwrite the following existing Sybase .DLL files. Click Yes when prompted to replace/ reinstall these Sybase files:
replace mchelp.dll version 12.0 with version 12.5.0.0
replace mclib.dll version 12.0 with version 12.5.0.0
replace Language Modules version 12.0 with version 12.5
reinstall Component Sybase Central 3.2.0
If the system prompts you to replace the following optional file, you can click either Yes or No. Since the file is optional, your choice does not affect the Sybase installation:
replace Power Dynamo version 3.0.0 with version 3.5.2
If the system prompts you to replace any other DLLs, including system DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any system DLLs. Note: If a window with the following message appears, click OK: COMCTL32.DLL - The system does not need this update.
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When the installation is complete, the Sybase Installer window appears, prompting you to restart the system before configuring the installed components. 15
Click Yes. Result: This can take several minutes. Do not attempt to manually restart the system. When restarting, log on as a user with administrator privileges. After the system restarts, the Information window appears, confirming the Sybase installation. ATTENTION
Do not remove the Symposium Web Client CD from the CD-ROM drive during the system restart process. The Installation Wizard carries out some final configuration procedures after the system restarts.
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Click OK.
17
Close the Control Panel window.
To upgrade the Sybase 12.5 ODBC driver After you upgrade Sybase Open Client to version 12.5, you must perform the following procedure to update the Sybase ODBC driver, EBF11113. If you already have Sybase Open Client 12.5 installed on the application server and are upgrading Symposium Web Client 4.5 from one build to the next, then perform this procedure before upgrading the Symposium Web Client software. Note: For further instructions, see the instructions.txt file, which is located in the EBF11113 folder on the Symposium Web Client CD-ROM. 1
On the application server, free up all active Sybase Open Client connections as follows: a. Close all Symposium Web Client browser sessions. b. Stop any other third-party applications that are running on the application server and that use Sybase Open Client.
2
On the application server, reset IIS as follows: a. Click Start ➝ Run. b. In the Open box, type iisreset, and then click OK.
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a. On the application server, open an MS-DOS prompt, and then navigate to the root directory of the Symposium Web Client CD-ROM. b. Type the following xcopy command: xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
In this command, EBF11113 is the directory containing the Sybase ODBC driver, %SYBASE% is the environment variable containing the directory location of Sybase Open Client 12.5 software installed on the application server, and C:\EBF11113.TXT is the log file that you can use to verify if all the files were copied correctly. 4
On the application server, verify that the system successfully updated the driver as follows: a. Click Start ➝ Programs ➝ Administrative Tools. b. Click the Data Sources (ODBC) icon. Result: The ODBC Data Source Administrator window appears. c. Click the Drivers tab. d. In the tab, scroll down until you locate the Sybase ASE ODBC driver. The correct driver version is 4.10.00.49. Note: If the ODBC driver version is not 4.10.00.49, then open the log file, C:\EBF11113.txt, to verify if there were any error messages recorded during the xcopy. After a successful update, the text file contains results similar to those listed below:
EBF11113\Cover.ROLL.11113.txt EBF11113\instructions.txt EBF11113\odbc\readme.txt EBF11113\odbc\syodase.cnt EBF11113\odbc\syodase.dll EBF11113\odbc\syodase.hlp EBF11113\odbc\syodaser.dll EBF11113\odbc\syodases.dll EBF11113\odbc\syodbas.dll EBF11113\odbc\syodbasr.dll Planning, Installation, and Administration Guide
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EBF11113\odbc\SYODBC.LIC EBF11113\odbc\syodldap.dll EBF11113\odbc\syodssl.dll EBF11113\odbc\syodutl.dll EBF11113\odbc\syodutlr.dll EBF11113\OLEDB\readme.txt EBF11113\OLEDB\sydaadm.cnt EBF11113\OLEDB\sydaadm.exe EBF11113\OLEDB\sydaadm.hlp EBF11113\OLEDB\sydaadmr.dll EBF11113\OLEDB\sydaase.cnt EBF11113\OLEDB\sydaase.dll EBF11113\OLEDB\sydaase.hlp EBF11113\OLEDB\sydaaser.dll EBF11113\OLEDB\sydaldap.dll 25 File(s) copied
What’s next? Upgrade Symposium Web Client to Release 4.5. For details, see “To upgrade Symposium Web Client” below.
To upgrade Symposium Web Client Perform this procedure if you are upgrading Symposium Web Client from Release 4.0 to Release 4.5, or if you are upgrading the software to add additional features or components (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities). In both cases, you need a new key code. Notes:
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If you have installed IIS Lockdown on the application server, you must uninstall it before upgrading Symposium Web Client, and then reinstall IIS Lockdown after the upgrade. For details, see “To uninstall IIS Lockdown and reconfigure an application server that was installed as the default web site” on page 261, or “To uninstall IIS Lockdown and reconfigure an application server that was installed as part of an existing site” on page 269. You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. The application server must have Sybase Open Client 12.5 installed before you can upgrade Symposium Web Client. For more information on upgrading to this version of the Sybase software, see “Upgrading Sybase Open Client” on page 683. For information on applying the latest Service Update, see “To apply Service Update 05 to application servers running SU04 or earlier” on page 722. For information on reverting back to a previous version of Symposium Web Client after upgrading, see “Reverting back to a previous version of Symposium Web Client” on page 947.
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Insert the Symposium Web Client installation CD into the application server.
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Click Start ➝ Settings ➝ Control Panel.
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Click the Add/Remove Programs icon. Result: The Add/Remove Programs window appears.
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Click Add New Programs.
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Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears.
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Click Browse to navigate to the setup.exe file located in the root directory of the CD, and then double-click the file. Result: The path and file name appear in the Open box.
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Click Next. Result: The Symposium Web Client Setup keycode upgrade window appears, asking if you want to change your keycode.
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Click Yes. Result: The Key Code Information window appears, prompting you to enter your new keycode.
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Type your new keycode, and then click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
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If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 11
Click Next. Result: The Upgrading the Symposium Web Client main setup window appears.
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Click Next. Result: The Upgrading the Symposium Web Client status window appears, and the system copies new files to the application server.
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Notes:
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The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the upgrade does not proceed, then click Ignore. The upgrade proceeds.
You cannot upgrade to a previous version of Symposium Web Client. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process.
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom
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password for the iceadmin user account. This user has full administrative privileges and is required for proper Symposium Web Client functionality. Note: This window appears every time you install or upgrade Symposium Web Client, and while you must type a password each time, it does not have to be a new password; you can type the same password each time.
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In the Old Password box, type the old password for this account. Notes:
If you have forgotten or misplaced the old password, then you must manually reset it before you can continue installing Symposium Web Client. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step.
If you are upgrading from Symposium Web Client Release 4.0 SU08, or Release 4.5 GA, then the previous password for this account is automatically supplied. In this case, skip to the next step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Real-Time Reporting” on page 198.
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In the New Password box, type the new password for the iceadmin user account. Note: After you finish installing Symposium Web Client, you can change this custom password. For details, see “Configuring Real-Time Reporting” on page 198.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. Note: If you already have a version of Symposium Web Client installed and are now performing an upgrade, the system modifies the identity credentials of any scheduled tasks that you have saved in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes. When the program finishes, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: The Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish. Result: The Symposium Web Client Installer Information window appears, indicating that you must restart the application server for the upgrade to take effect.
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Click Yes.
What’s next? After you finish upgrading Symposium Web Client on the application server, check the following:
If you have the client portion of Agent Desktop Displays installed on the application server, then you will also need to upgrade this software on the server, in addition to the client PCs. For more information, see “Upgrading the Agent Desktop Displays client software” on page 701. If you want to be able to use multiple languages, then you must install the new language packs for this version of the software. For details, see “To install a language pack” on page 712. If you want to be able to use the unicast data transmission method for your real-time displays, then you must configure Real-Time Reporting to allow this type of transmission (the default transmission type is multicast only). For more information, refer to “To configure Real-Time Reporting” on page 200. If you have installed the XML automated assignments feature, then you must upgrade it by uninstalling the existing version of the software and reinstalling the new version. For details on uninstalling and installing this software, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer
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Program, including an online membership application, is also available on this site.
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Ensure that all client PCs connecting to the upgraded application server have the required software. For more information, see Chapter 5, “Installing and configuring client software.” Perform a test on the application server to ensure that the upgrade was successful. For example, verify that your existing historical reports and real-time displays are still present and function correctly.
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Upgrading the Agent Desktop Displays client software Introduction You can use the procedure in this section to upgrade the Agent Desktop Displays client software that is installed on the application server (when the server is also used as a client) and on the client PCs. Note: If you are upgrading the Agent Desktop Displays software from build 04.02.016.04 or build 04.05.000.17, and you want to work in multiple languages, then you must uninstall any existing Agent Desktop Display language packs from the application server before performing the upgrade. Agent Desktop Displays Release 4.0 is compatible with an application server running Release 4.5 only when the operating system on the application server is Windows 2000 Server/Advanced Server (not Windows Server 2003). When you use a client PC running Agent Desktop Displays Release 4.0 to connect to an application server running Symposium Web Client Release 4.5, a message appears, notifying you that there is a newer version of the client software available and enabling you to automatically upgrade the software to Release 4.5. This message box also appears if you are using the client portion of Agent Desktop Displays 4.0 when it is installed on an application server that is running the Symposium Web Client 4.5 server software. If you choose to upgrade, then the installation program automatically begins to upgrade and install the software. If you choose not to upgrade, then you can continue to use Agent Desktop Displays Release 4.0 (only if the application server has Windows 2000 Server/Advanced Server installed, not Windows Server 2003). However, in this case, the communication between the client PC and application server continues to be through Remote Data Service (RDS), rather than SOAP, which is new to Release 4.5. Therefore, the RDS communication method must be enabled on the application server for Agent Desktop Displays 4.0 to function properly.
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For this reason, you cannot use Agent Desktop Displays 4.0 with Symposium Web Client 4.5 when the operating system on the application server is Windows Server 2003; this operating system does not support the RDS form of communication. For more information on Agent Desktop Displays, see “Installing and configuring Agent Desktop Displays on a client PC” on page 658.
Symposium Web Client and Remote Data Service The RDS communication method is enabled by default on the application server when its operating system is Windows 2000 Server/Advanced Server (it is not supported in Windows Server 2003). However, if you have performed the IIS Lockdown procedure on the application server and removed the MSADC virtual directory, then you have disabled RDS. For details on reenabling RDS, see “To reenable Remote Data Service” on page 279. After you upgrade to Agent Desktop Displays Release 4.5, the first time you launch the program, the system checks for SOAP 3.0 on the client PC. If it does not find this software, then the system automatically downloads and installs the SOAP software. Since this process also requires RDS, you cannot remove the application server’s MSADC virtual directory through the IIS Lockdown procedure until the SOAP software has been completely installed on all client PCs that connect to the application server to view the Agent Desktop Displays. For more information, see “Installing Simple Object Access Protocol on the Agent Desktop Displays client PC” on page 709. In summary, while the primary communication method in Symposium Web Client 4.5 is through SOAP 3.0, the application server still needs to use RDS communication in the following three instances:
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when Agent Desktop Displays 4.0 clients connect to the application server to view the displays during the upgrade process when you upgrade these clients to Agent Desktop Displays 4.5 during the upgrade process when you upgrade all client PCs to SOAP 3.0
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Therefore, until you have finished upgrading all client PCs to SOAP 3.0, and have upgraded all the client PCs running Agent Desktop Displays to Release 4.5 of the client software, the application server still requires that RDS be enabled (in addition to SOAP). You have two options:
If you have already disabled RDS by performing the IIS Lockdown procedure, then you must reenable it. For details, see “To reenable Remote Data Service” on page 279. You can perform the IIS Lockdown procedure, but leave the MSADC virtual directory enabled. Once all Agent Desktop Displays clients have been upgraded to Release 4.5 (and have SOAP 3.0 installed), then you can perform the IIS Lockdown procedure again, this time removing the MSADC virtual directory. For more information on this procedure, see “Installing, configuring, and uninstalling IIS Lockdown and URLScan” on page 241.
Upgrading Agent Desktop Displays and the MSADC folder You only need to perform the procedure in this section, “To set the permissions on the MSADC folder before upgrading Agent Desktop Displays to Release 4.5” on page 704, if the following conditions exist:
You have completed a fresh installation of the Symposium Web Client Release 4.5 software on the application server (you have not upgraded the application server software from a previous release). You are performing an automatic upgrade of your Agent Desktop Displays client software from Release 4.0 to Release 4.5 by connecting to this application server.
If these conditions do not apply to you (for example, if you have upgraded the application server software to Release 4.5), then you do not need to perform this procedure because the permissions on the MSADC folder are already set properly. Instead, you can proceed directly with upgrading Agent Desktop Displays. For details, see “To upgrade the Agent Desktop Displays client software” on page 705.
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When you install IIS on the application server, the security permissions for the MSADC virtual directory are automatically set to Denied Access, which prevents the automatic upgrade of Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5. To enable the automatic upgrade to proceed, you must first set the permissions on this folder to Granted Access, according to the following procedure. To set the permissions on the MSADC folder before upgrading Agent Desktop Displays to Release 4.5 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. Result: The Internet Information Services window appears.
2
In the left pane, double-click the server name. Result: The heading expands to reveal a series of folders.
3
Double-click Default Web Site. Result: The heading expands to reveal a new series of folders.
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Right-click the MSADC virtual folder, and from the resulting pop-up menu, click Properties. Result: The MSADC Properties window appears.
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Click the Directory Security tab.
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Under the IP address and domain name restrictions heading, click Edit. Result: The IP Address and Domain Name Restrictions window appears.
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Click the radio button beside Granted Access, and then click OK.
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Click OK to close the MSADC Properties window and save your changes.
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Close the Internet Information Services window. Result: You can now proceed with the automatic upgrade of Agent Desktop Displays from Release 4.0 to Release 4.5. For more information, see “To upgrade the Agent Desktop Displays client software” below.
To upgrade the Agent Desktop Displays client software Notes:
Before you can successfully perform this automatic upgrade, you must ensure that the MSADC virtual folder on the application server has the proper permissions. For more information, see “To set the permissions on the MSADC folder before upgrading Agent Desktop Displays to Release 4.5” on page 704. If you are upgrading the Agent Desktop Displays software from build 04.02.016.04 or build 04.05.000.17, and you want to work in multiple languages, then you must uninstall any existing Agent Desktop Display language packs from the application server before performing the upgrade. For details, see “To uninstall a language pack” on page 683. If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, then you must be logged on to the PC with Administrator privileges to upgrade Agent Desktop Displays. This also applies if you are
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upgrading the client portion of Agent Desktop Displays on the application server. ATTENTION
The Agent Desktop Displays 4.5 client software is incompatible with the Symposium Web Client 4.0 software that is installed on the application server. Once you upgrade the client PC from Agent Desktop Displays Release 4.0 to Release 4.5, then you cannot use the Agent Desktop Displays component when the client PC connects to an application server running Symposium Web Client 4.0.
1
Log on to the client PC (or the application server, if it has the client portion of Agent Desktop Display installed) with Administrator privileges.
2
On the client PC, open Agent Desktop Displays and connect to an application server running Symposium Web Client 4.5.
3
Launch a tabular display. Result: A message box appears, asking if you want to upgrade to a newer version of Agent Desktop Displays.
4
Click Yes. Result: The Choose Setup Language window appears.
5
From the drop-down list, choose the language in which you want to upgrade Agent Desktop Displays. You can choose from English, French, German, Japanese, and Traditional Chinese. Note: For more information on Agent Desktop Displays and multiple language support, see “Versions of ADD client software and multiple language support” on page 193.
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Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Symposium Agent Desktop Displays window.
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Click Next. Note: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Result: The system copies the necessary files, and then installation begins. When you are upgrading from a previous version of Agent Desktop Displays, you cannot change the server IP addresses during the upgrade. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application. When the upgrade is complete, the InstallShield Wizard Completed window appears.
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Click Finish. Result: The system may prompt you to restart your system.
What’s next? Install the SOAP 3.0 client software on all client PCs, including the application server if it is used as a client PC. For details, see “Installing Simple Object Access Protocol on the Agent Desktop Displays client PC” on page 709.
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Installing Simple Object Access Protocol on the Agent Desktop Displays client PC Before you can use Agent Desktop Displays Release 4.5, the client PC must have the client SOAP software (clientSOAP.msi) installed. When a user launches Agent Desktop Displays 4.5 on a client PC, the system checks whether the client SOAP software (clientSOAP.msi) is installed. If it does not find the required files, then it automatically downloads the software. Once the download is complete, the system automatically installs the SOAP software. When installing SOAP on the Agent Desktop Displays client, you do not have the option of saving the installation file to disk for later installation. Instead, you must be logged on as administrator to complete the automatic download and installation. If you are not logged on as a user with administrator privileges, then you can click Cancel to stop the installation. However, you cannot use Agent Desktop Displays 4.5 until you successfully download and install the client SOAP software. To install Simple Object Access Protocol on the Agent Desktop Displays client PC Notes:
You must be logged on to the client PC with administrator privileges to complete the automatic downloading and installation of the client SOAP software. The client PC must have the Windows Installer 2.0 installed before you can perform this procedure. You can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC. You only need to perform the SOAP installation once on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward.
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On the client PC, open Agent Desktop Displays 4.5 and connect to the application server.
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Launch the tabular display. Result: The installation program verifies the operating system and setup of the client PC and notifies you if you need to update the Windows Installer software.
3
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If you need to update the Windows Installer package, you can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC.
If you do not have to update the installer, proceed to the following step.
The SOAP installation proceeds and the welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following graphic:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing SOAP window appears.
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The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Result: You can now use Agent Desktop Displays 4.5.
What’s next? If you want to use multiple languages in Symposium Web Client, then you must install the updated language pack for the new version of the software that you just installed. For details, see below.
To install a language pack The Symposium Web Client CD-ROM includes four language packs:
French
German
Japanese
Traditional Chinese
Follow the procedure in this section to install a language pack on the application server.
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1
Click Start ➝ Settings ➝ Control Panel.
2
In the Control Panel window, click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-clicked the .exe file for the language pack on the Symposium Web Client CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
To switch Terminal Services to Install Mode and install the language pack, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode. 3
Click Add New Programs.
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Click CD or Floppy to indicate that you want to install the language pack from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears, and D:\setup appears by default in the Open box, where D: is the CD-ROM drive.
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Click Browse to navigate to the location of the language pack that you want to install. All language packs are located in the root directory of the Symposium Web Client CD-ROM, in the Language Packs folder. Navigate to this folder, and within it, double-click the folder corresponding to the language pack that you want to install.
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In this folder, click the .exe file for the language pack that you want to install. For example, to install the Japanese language pack, navigate to the Language Packs/Japanese Language Pack folder, and then click the Japanese language pack.exe file. Result: The path to the correct language pack .exe file appears in the Open box.
8
Click Finish. Result: The InstallShield Wizard window appears briefly, followed by the Windows Installer window. When the installer finishes its prerequisite check, the welcome window appears.
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Click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing Symposium Web Client - X Language Pack window appears (where X is the language you have chosen).
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The program copies and installs the required files. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Tip: You can view the language packs that you have installed on the server by clicking Start ➝ Settings ➝ Control Panel. Then click Add/Remove Programs. The Add/Remove Programs window lists the language packs installed on the server and their version numbers. Result: You can now work with Symposium Web Client in multiple languages.
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Applying the latest Service Update Introduction This section includes the steps you must perform to apply the latest Service Update for Symposium Web Client 4.5. After you have successfully upgraded to the latest release of the software, check the Symposium Call Center Server Supplementary CD for new Service Updates. Nortel Networks also recommends that you check the following web site to see if further updates have been posted following the release of the Supplementary CD: http://www.nortel.com/espl. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Once you download the Service Update, you can perform the procedure in this section to install the Service Update on the application server. This procedure is different from performing an upgrade from one release to another, because
you do not need to upgrade Sybase Open Client again; you only need to upgrade the Sybase software once (before performing the Symposium Web Client upgrade from Release 4.0 to 4.5) you do not need to enter a new keycode.
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When you are installing the latest Service Update on application servers running Symposium Web Client 4.5 SU05 or later, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update with one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail.
Procedures included in this section This section includes two different procedures for applying the latest Service Update, based on the current level of the Symposium Web Client software that is already installed on your server.
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Your application server contains Symposium Web Client 4.5 SU04 or earlier and you want to apply Service Update 05. In this case, see the procedure “To apply Service Update 05 to application servers running SU04 or earlier” on page 722. Your application server is already running Symposium Web Client 4.5 SU05 or later and you want to apply the next Service Update. In this case, see the procedure “To apply the latest Service Update to application servers running Symposium Web Client 4.5 SU05 or later” on page 731.
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After you install the Service Update, if you encounter problems, you may need to revert back to a previous version of Symposium Web Client. For more information, see “Reverting back to a previous version of Symposium Web Client” on page 947. In this case, there is an extra step that you must perform to ensure that your scheduled tasks continue to run. For details, see “To update scheduled tasks after reverting to a previous version of Symposium Web Client” on page 955.
Service Updates and Service Update Supplements In Symposium Web Client 4.5 SU05 or later, you can use a new patch process to install Service Updates and Service Update Supplements.
Service Updates include major changes to the software and are numbered sequentially in the format NN_SWC_4.5_SU_06, NN_SWC_4.5_SU_07, and so on. These patches are faster to download and install than the Service Updates for previous releases because they do not include the entire application, but rather only the changed or updated portions of the software. Service Update Supplements include small fixes for Service Updates, and as such, they are much faster and easier to download and install than Service Updates. They are numbered sequentially in the format NN_SWC_4.5_SUS_0601, NN_SWC_4.5_SUS_0602, and so on. You can only install an SUS if its corresponding Service Update is already installed. For example, if you have installed SU06, then you can install NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602.
Note: The numbers of the Service Updates and Service Update Supplements shown in the previous bullets are listed as examples only.
Content included in Service Updates From SU06 onward, every Service Update contains all the fixes included in previously released patches (both Service Updates and Service Update Supplements). This means that you do not need to sequentially install all Service Updates. You only need to install the latest patch; you can go directly from SU05 to SU07 if necessary.
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For example, if SU06, SUS0601, and SUS0602 have been released, and then Service Update 07 is released, all the updates that were included in SU06, SUS0601, and SUS0602 are rolled up into SU07. Note: The numbers of the Service Updates and Service Update Supplements shown in the previous paragraph are listed as examples only.
Patch Viewer utility Before you install a new Service Update or Service Update Supplement, you can verify the current Service Updates or Service Update Supplements installed on the server by using the Patch Viewer utility. This utility can help you save time by avoiding the downloading of patches that are already installed on the server. Aside from listing the current patch level, you can also use the utility to
view the readme files associated with each patch
uninstall one or all of the current patches
Note: If you choose to uninstall all patches, the system removes them in the order last on, first off. If you choose to remove a single patch, you can only remove the last one applied; you cannot remove a patch and leave a subsequent patch intact. To launch the Patch Viewer utility On the Start menu, click Programs ➝ Symposium Web Client ➝ Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
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Elements of the Patch Viewer utility
In the main window of the above graphic, you can see that the server has Service Update 6 applied (NN_SWC_4.5_SU_06), as well as two Service Update Supplements (NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602). These numbers are shown as examples only. To view details of the contents of each patch, highlight the patch, and then click Read Me. A readme text file appears, listing details of the patch. (Note: You can also double-click the patch to launch the readme file.) To uninstall the last patch applied, click Uninstall Last. The system removes the last patch you applied. To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice, and then the system uninstalls all patches in the order last on, first off.
Note: To successfully uninstall a patch, you must be logged on to the server under the same Administrator account profile with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall
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Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail.
The Viewer also lists the status of the patches that have been applied. While the status for patches is usually “Active,” sometimes the status “Inactive, requires reboot” appears. This can appear if you have installed a patch on a coresident server, and have chosen not to restart the server at the end of the patch installation. In this case, you need to restart the server to enable the patch.
Tip: You can also view the list of currently installed patches by connecting to the application server and launching Symposium Web Client on any client PC (or on the application server if it is used as a client PC). On the launchpad, click About Symposium Web Client. The following window appears, listing the currently installed patches (if any):
To apply Service Update 05 to application servers running SU04 or earlier Note: You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure.
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Insert the Symposium Call Center Server 5.0 Supplementary CD into the Symposium Web Client 4.5 application server, and browse the contents for new Service Updates. Nortel Networks also recommends that you check the Nortel Networks Enterprise Solutions PEP Library web site (http://www.nortel.com/espl) to see if further updates have been posted following the release of the Supplementary CD. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register.
2
Copy the Service Update from the Supplementary CD to the application server’s hard drive (or, if downloading from the ESPL web site, download the latest Service Update and save it on the application server).
3
Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
4
Click Add New Programs.
5
Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears.
7
Click Browse to navigate to the setup.exe file for the Service Update that you downloaded, and then double-click the file. Result: The path and file name appear in the Open box.
8
Click Next. Result: The Symposium Web Client Setup keycode upgrade window appears, asking if you want to change your keycode.
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Click No. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
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If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 10
Click Next. Result: The Upgrading the Symposium Web Client main setup window appears.
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Click Next. Result: The Upgrading the Symposium Web Client status window appears, and the system copies new files to the application server.
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Notes:
12
The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the upgrade does not proceed, then click Ignore.
You cannot upgrade to a previous version of Symposium Web Client. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process.
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality. Note: This window appears every time you install or upgrade Symposium Web Client. While you must type a password each time, it does not have to be a new password; you can type the same password each time.
13
In the Old Password box, type the old password for this account. Notes:
14
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If you have forgotten or misplaced the old password, then you must manually reset it before you can continue upgrading Symposium Web Client. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Changing the iceadmin user account password” on page 547.
In the New Password box, type the new password for the iceadmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears. Note: When you already have a version of Symposium Web Client installed and are now performing an upgrade or installing a Service Update, the system modifies the identity credentials of any scheduled tasks that you have saved in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: When the system has installed the required SOAP components, the ADAMSchema window appears.
Result: When the system is finished installing the ADAM schema, the Completing the Symposium Web Client Setup Wizard window appears.
17
Click Finish. Result: The Symposium Web Client Installer Information window appears, indicating that you must restart the application server for the upgrade to take effect.
18
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Click Yes.
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To apply the latest Service Update to application servers running Symposium Web Client 4.5 SU05 or later Notes:
1
When you are installing the latest Service Update on application servers running Symposium Web Client 4.5 SU05 or later, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before installing the Service Update or Service Update Supplement, Nortel Networks recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start ➝ Programs ➝ Symposium Web Client ➝ Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To perform the following procedure, you must have a program installed that can open and extract files with the .zip extension, such as WinZip. The patch numbers shown in the graphics in this procedure are examples only. Insert the Symposium Call Center Server 5.0 Supplementary CD into the Symposium Web Client 4.5 application server, and browse the contents for new Service Updates. Nortel Networks also recommends that you check the Nortel Networks Enterprise Solutions PEP Library web site (http://www.nortel.com/espl) to see if further updates have been posted following the release of the Supplementary CD. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register.
2
Copy the Service Update from the Supplementary CD to the application server’s hard drive (or, if downloading from the ESPL web site, download
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the latest Service Update and save it on the application server). Service Updates are packaged as .zip files. 3
Extract the contents of the .zip file to the location of your choice.
4
Double-click the Service Update .msi file to start the installation. An example of a Service Update file name is NN_SWC_4.5_SU_06.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you are installing. A message box asks if you want to read the readme file.
5
Click Yes to read the file, or No to proceed directly with the installation. Notes:
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The readme file can contain important information about the update that you are installing, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel Networks recommends that you read the file before installing the patch.
If you are attempting to install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, then you must manually uninstall the newer patch, and then run the installation for the older patch again. For details on uninstalling patches, see “To uninstall a Service Update” on page 735.
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Click Next. Result: The Ready to Install the Program window appears.
Notes:
If you are installing a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements (SU06 or later), the system removes these patches before installing the new one. However, the system only removes patches back
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to the level SU05; it does not remove SU05 or earlier. The Installed patches found window appears, listing the current installed patches.
Click Next to remove the patches. When the system has finished removing the patches, the installation of the new patch proceeds. See step 7.
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The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Note: Based on the contents of the patch, sometimes the system will automatically start and stop services to replace selected files. Result: When the system has finished installing the patch, the completed window appears. If any errors occurred during the installation, they are noted here, and the system automatically reverts the server to its previous state. 8
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the application server for the update to take effect. Click Yes to restart the server.
To uninstall a Service Update If the server has multiple patches applied (for example, a Service Update and one or more Service Update Supplements), you have two choices when uninstalling them:
You can uninstall only the most recently installed Service Update Supplement. You can uninstall all Service Update Supplements and their corresponding Service Update.
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Notes:
1
To successfully uninstall a patch, you must be logged on to the server under the same Administrator account profile with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. You cannot uninstall a previous Service Update Supplement and leave a later one installed. You must uninstall the last patch that you have applied, followed by the preceding patch (if you want to uninstall more than one patch). For example, if the server has NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602 installed, you must first uninstall SUS_0602, and then SUS_0601. These patch numbers are given as examples only. On the server, click Start ➝ Programs ➝ Symposium Web Client ➝ Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
2
Based on the current state of the server, you will have two choices:
To uninstall only the last patch applied, click Uninstall Last. The system removes the last patch you applied.
To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice, and then the system uninstalls all patches in the order last on, first off.
Result: The system removes all patches and notifies you if you need to restart the server. Click Refresh in the Patch Viewer utility window to view the updated list of patches. Note: You can also uninstall patches one at a time by using the Windows Add/Remove Programs utility.
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Upgrading Symposium Web Client (Windows 2003) In this chapter Overview
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Overview Since Windows Server 2003 is compatible only with Symposium Web Client 4.5 (or later), upgrades from Release 4.0 to Release 4.5 of the Symposium Web Client software are not applicable to this operating system. Therefore, this chapter only includes the procedures for upgrading your Symposium Web Client 4.5 software by adding additional features (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities), upgrading the Agent Desktop Displays software, and applying Service Updates to the Symposium Web Client 4.5 software when it is installed on Windows Server 2003. This chapter is broken down into the following main subsections:
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Pre-upgrade checklist Use this checklist before you perform an upgrade to ensure that the server and client PCs are prepared properly. Upgrading Symposium Web Client 4.5 This section includes instructions for upgrading your Symposium Web Client 4.5 software by adding additional features. Upgrading the Agent Desktop Displays client software This section includes the procedures you must perform to upgrade the client PCs to Release 4.5 of the Agent Desktop Displays client software. It includes the following procedures: upgrading the Agent Desktop Displays software on the client PCs (including the application server if it is used as a client PC) upgrading the version of the client SOAP software installed on the client PCs Applying the latest Service Update This section includes a choice of two procedures that you must perform to apply the latest Service Update to Symposium Web Client Release 4.5. The procedures differ based on the current level of Symposium Web Client that is installed on the application server. For more information, see “Applying the latest Service Update” on page 762.
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Note: You cannot use the procedures in this section to migrate Symposium Web Client 4.5 from a Windows 2000 Server platform to a Windows Server 2003 platform. As of the date of publication, this migration procedure is not supported.
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Pre-upgrade checklist Introduction Use this checklist before you upgrade Symposium Web Client Release 4.5 by adding new features or before applying a new Service Update.
Pre-upgrade checklist Note: Ensure that the conditions and prerequisites outlined in this checklist are met before you perform an upgrade. General
✔
Check the latest installation or documentation addenda for updates. You can download the latest addendum from either http://www.nortel.com (for end customers), or http://www.nortel.com/prd/picinfo/ (for distributors).
❑
Ensure that you have the Symposium Web Client 4.5 installation CD-ROM on ❑ hand. Use this CD-ROM to upgrade the Symposium Web Client software. Symposium Call Center Server
Ensure that Symposium Call Center Server is running at least the following software release:
❑
Symposium Web Client is compatible with Symposium Call Center Server Release 4.0 (NS040107SU10S) or later, Symposium Call Center Server Release 4.2 (NS040206SU08S) or later, or Symposium Call Center Server Release 5.0 (NN_SCCS_5.0_SU_03_S) or later. Symposium Web Client is incompatible with previous releases of Symposium Call Center Server.
Note: Symposium Web Client Release 4.0 is incompatible with Symposium Call Center Server Release 5.0 or later.
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Application server
Before you upgrade Symposium Web Client 4.5 by installing the latest Service ❑ Update, ensure that you perform a full backup of the application server, including the operating system, the Symposium Web Client application software, the Symposium Web Client files that contain user data, Active Directory, and anything else that is specific to the server. For details, see “Backing up Symposium Web Client data in Windows Server 2003” on page 960. If you are adding additional features to your existing installation, ensure that ❑ you have the new key code. You must enter the new key code during the upgrade procedure. Note: If you are installing the latest Service Update, then you do not require a new key code. If you are upgrading the XML automated assignments feature, ensure that you ❑ have the XML Assignments User Guide on hand for instructions on installing and uninstalling this component. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. Client PCs Before you upgrade the client PCs from Release 4.0 to 4.5 of the Agent Desktop ❑ Displays software, ensure that all client PCs meet the minimum requirements for this release. For details, see “Client hardware requirements” on page 54, and “Client software requirements” on page 57.
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Upgrading Symposium Web Client Introduction You can use the procedure in this section to upgrade the software to add additional features or components (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities). You must enter your new keycode when you are prompted to do so during the installation. Note: You cannot use this procedure to migrate Symposium Web Client from a Windows 2000 Server platform to a Windows Server 2003 platform. As of the date of publication, this migration procedure is not supported. Service Updates You can upgrade your Symposium Web Client 4.5 software when new Service Updates or Releases become available. When you upgrade to a newer version of the software, check the Symposium Call Center Server Supplementary CD for new Service Updates. Nortel Networks also recommends that you check the following web site to see if further updates have been posted following the release of the Supplementary CD: http://www.nortel.com/espl. For more information on applying the latest Service Updates, see “Applying the latest Service Update” on page 762. Note: If you are upgrading Symposium Web Client with the latest Service Update, then you do not require a keycode because the system upgrades only those components that were already installed on the application server. You can download the latest installation or documentation addendum from either http://www.nortel.com (for end customers), or http://www.nortel.com/prd/picinfo/ (for distributors).
Main procedures in the upgrade When you upgrade Symposium Web Client Release 4.5 on Windows Server 2003 by adding new features, you must perform the following main procedures:
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On the application server: 1.
Upgrade Symposium Web Client Release 4.5 by adding new features.
On the client PCs: 2.
Upgrade the Agent Desktop Displays software to Release 4.5.
3.
Manually install the client portion of the Simple Object Access Protocol (SOAP) 3.0 software.
All these procedures are outlined in this section.
To upgrade Symposium Web Client by adding additional components Perform this procedure if you are upgrading Symposium Web Client 4.5 to add additional features or components (for example, if you have purchased additional agent licenses, or if you want to add historical or real-time reporting capabilities). You need a new key code for this procedure. Notes:
Before performing this procedure, complete the pre-upgrade checklist on page 740. You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. For information on applying the latest Service Update, see “Service Updates and Service Update Supplements” on page 763.
1
Insert the Symposium Web Client installation CD into the application server.
2
Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
3
Click Add New Programs.
4
Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Standard 7.02
Click Next. Result: The Run Installation Program window appears.
6
Click Browse to navigate to the setup.exe file located in the root directory of the CD, and then double-click the file. Result: The path and file name appear in the Open box.
7
Click Next. Result: The Symposium Web Client Setup keycode upgrade window appears, asking if you want to change your keycode.
8
Click Yes. Result: The Key Code Information window appears, prompting you to enter your new keycode.
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Type your new keycode, and then click Next. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
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If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 10
Click Next. Result: The Upgrading the Symposium Web Client main setup window appears.
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Click Next. Result: The Upgrading the Symposium Web Client status window appears, and the system copies new files to the application server.
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Notes:
12
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The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the upgrade does not proceed, then click Ignore. The upgrade proceeds.
You cannot upgrade to a previous version of Symposium Web Client. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process.
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom
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password for the iceadmin user account. This user has full administrative privileges and is required for proper Symposium Web Client functionality. Note: This window appears every time you install or upgrade Symposium Web Client, and while you must type a password each time, it does not have to be a new password; you can type the same password each time.
13
In the Old Password box, type the old password for this account. Notes:
14
If you have forgotten or misplaced the old password, then you must manually reset it before you can continue upgrading Symposium Web Client. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Changing the iceadmin user account password” on page 547.
In the New Password box, type the new password for the iceadmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears Note: If you already have a version of Symposium Web Client installed and are now performing an upgrade, the system modifies the identity credentials of any scheduled tasks that you have saved in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: After the system has installed the required SOAP components, the ADAMSchema window appears.
17
The system installs the ADAM schema. Result: The Completing the Symposium Web Client Setup Wizard window appears when the system is finished installing the ADAM schema.
18
Click Finish. Result: The Symposium Web Client Installer Information window appears, indicating that you must restart the application server for the upgrade to take effect.
19
Click Yes.
What’s next? After you finish upgrading Symposium Web Client on the application server, check the following:
If you want to be able to use the unicast data transmission method for your real-time displays, then you must configure Real-Time Reporting to allow this type of transmission (the default transmission type is multicast only). For more information, refer to “To configure Real-Time Reporting” on page 200. If you have installed the XML automated assignments feature, then you must upgrade it by uninstalling the existing version of the software and reinstalling the new version. For details on uninstalling and installing this software, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer
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Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
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Ensure that all client PCs connecting to the upgraded application server have the required software. For more information, see Chapter 5, “Installing and configuring client software.” Perform a test on the application server to ensure that the upgrade was successful. For example, verify that your existing historical reports and real-time displays are still present and function correctly.
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Upgrading the Agent Desktop Displays client software Introduction This section includes the following procedure for upgrading the Agent Desktop Displays client software:
Agent Desktop Displays 4.0 client PCs to Release 4.5 This procedure involves manually upgrading the Agent Desktop Displays 4.0 client PCs to Release 4.5. When the application server is running Windows Server 2003 and Symposium Web Client 4.5, you cannot use the automatic upgrade process for the Agent Desktop Displays client software. Instead, you must manually install the Release 4.5 software on each client PC. Then you must also ensure that the client PCs have SOAP 3.0 installed, as it is a requirement for Agent Desktop Displays 4.5.
Symposium Web Client 4.5 (on Windows Server 2003) and compatibility with Agent Desktop Displays Agent Desktop Displays Release 4.0 is incompatible with Symposium Web Client Release 4.5 when it is installed on an application server that is running Windows Server 2003. Therefore, when the application server is running this operating system, you must upgrade all client PCs to Agent Desktop Displays 4.5 and SOAP 3.0.
Symposium Web Client and Remote Data Service The RDS communication method is required
during the automatic upgrade process when you upgrade the Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5 during the automatic upgrade process when you upgrade all client PCs to SOAP 3.0
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When the application server is running Windows Server 2003, it comes with IIS 6.0 by default. This version of IIS does not include the MSADC virtual directory and, therefore, the RDS communication method is not supported on this operating system. Instead, when Symposium Web Client 4.5 is installed on an application server that is running Windows Server 2003, it can only use the SOAP communication method. Since RDS is not supported on this operating system, the automatic upgrade of Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5 is not supported, nor is the automatic upgrade of all client PCs to SOAP 3.0. Therefore, you must install the Agent Desktop Displays 4.5 and SOAP 3.0 software manually on each client PC. For more information on installing Agent Desktop Displays, see “To manually upgrade the Agent Desktop Displays client software” on page 755. For information on installing the client SOAP 3.0 software, see “To manually install Simple Object Access Protocol on the Agent Desktop Displays client PC” on page 758.
Manually upgrading the Agent Desktop Displays client software Note: If the client operating system is Windows Server 2003, Windows XP, or Windows 2000, then you must be logged on to the PC with Administrator privileges to upgrade Agent Desktop Displays. This also applies if you are upgrading the client portion of Agent Desktop Displays on the application server. ATTENTION
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The Agent Desktop Displays 4.5 client software is incompatible with the Symposium Web Client 4.0 software that is installed on the application server. Once you upgrade the client PC from Agent Desktop Displays Release 4.0 to Release 4.5, then you cannot use the Agent Desktop Displays component when the client PC connects to an application server running Symposium Web Client 4.0.
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To manually upgrade the Agent Desktop Displays client software Perform this procedure under the following conditions:
The application server is running Windows Server 2003 and Symposium Web Client 4.5
The client PC is running Agent Desktop Displays 4.0.
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Log on to the client PC with Administrator privileges.
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Insert the Symposium Web Client CD into the client PC.
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Click Start ➝ Run. Result: The Run dialog box appears.
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Click Browse to go to the CD-ROM drive on the client.
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Navigate to the folder Wclient\Apps\ADD\Upgrade, and double-click the file upgrade.exe.
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Click OK. Result: The Choose Setup Language window appears.
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From the drop-down list, choose the language in which you want to upgrade Agent Desktop Displays. You can choose from English, French, German, Japanese, and Traditional Chinese. Note: For more information on Agent Desktop Displays and multiple language support, see “Versions of ADD client software and multiple language support” on page 193.
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Click OK. Result: The system prepares for setup and displays the Welcome to the InstallShield Wizard for Symposium Agent Desktop Displays window.
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Click Next. Note: If an application is running on the client whose files must be updated by the InstallShield, a Files in Use window appears. You must close any applications listed in this window, and then click Retry. Result: The system copies the necessary files, and then installation begins. When you are upgrading from a previous version of Agent Desktop Displays, you cannot change the server IP addresses during the upgrade. Instead, the program uses the IP addresses that you originally chose. To change these addresses, after the client software is installed, use the Server IP Addresses window in the application. When the upgrade is complete, the InstallShield Wizard Completed window appears.
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Click Finish. Result: The system may prompt you to restart your system.
What’s next? Install the SOAP 3.0 client software on all client PCs, including the application server if it is used as a client PC. For details, see “Installing Simple Object Access Protocol on the Agent Desktop Displays client PC (Windows Server 2003)” on page 758.
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Installing Simple Object Access Protocol on the Agent Desktop Displays client PC (Windows Server 2003) Before you can use Agent Desktop Displays Release 4.5, the client PC must have the client SOAP 3.0 software (ClientSoap.msi) installed. If the application server is running Windows Server 2003, and you have just upgraded the client PC to Release 4.5 of the Agent Desktop Displays software, then you must manually install the SOAP software on each client PC. Note: You must be logged on to the client PC with administrator privileges to complete the installation of the client SOAP software. To manually install Simple Object Access Protocol on the Agent Desktop Displays client PC Notes:
You must be logged on to the client PC with administrator privileges to complete the installation of the client SOAP software. The client PC must have the Windows Installer 2.0 installed before you can perform this procedure. You can install the software from the Symposium Web Client CD-ROM. For more information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC. You only need to perform the SOAP installation once on each client PC, regardless of the number of Symposium Web Client upgrades you install afterward.
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Insert the Symposium Web Client 4.5 CD-ROM in the client PC and browse the contents of the CD.
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In the root directory, locate the file ClientSoap.msi.
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Copy and paste the file to the location of your choice on the client PC.
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Double-click the file to start the installation. Result: The installation program verifies the operating system and setup of the client PC and notifies you if you need to update the Windows Installer software.
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If you need to update the Windows Installer package, you can install the software from the Symposium Web Client CD-ROM. For more Symposium Call Center Web Client
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information, see “Installing Windows Installer 2.0 or later” on page 640. After you update the Windows Installer, you must restart the PC.
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If you do not have to update the installer, proceed to the following step.
The SOAP installation proceeds and the welcome window appears. You may have to wait a few moments while the program searches for installed applications, as shown in the following graphic:
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When the program finds the required applications, click Next. Result: The Ready to Install the Program window appears.
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Click Install. Result: The Installing SOAP window appears.
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The program installs the required SOAP components. When it is finished, the InstallShield Wizard Completed window appears.
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Click Finish. Result: You can now use Agent Desktop Displays 4.5.
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Applying the latest Service Update Introduction This section includes the steps that you must perform to apply the latest Service Update for Symposium Web Client 4.5. After you have successfully upgraded to the latest release of the software, check the Symposium Call Center Server Supplementary CD for new Service Updates. Nortel Networks also recommends that you check the following web site to see if further updates have been posted following the release of the Supplementary CD: http://www.nortel.com/espl. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Once you download the Service Update, you can perform the procedure in this section to install the Service Update on the application server. This procedure is different from performing an upgrade from one release to another, because
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you do not need to upgrade Sybase Open Client again; you only need to upgrade the Sybase software once (before performing the Symposium Web Client upgrade from Release 4.0 to 4.5) you do not need to enter a new keycode
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ATTENTION
When you are installing the latest Service Update on application servers running Symposium Web Client 4.5 SU05 or later, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail.
Procedures included in this section This section includes two different procedures for applying the latest Service Update, based on the current level of the Symposium Web Client software that is already installed on your server:
Your application server contains Symposium Web Client 4.5 SU04 or earlier, and you want to apply Service Update 05. In this case, see the procedure “Service Updates and Service Update Supplements” on page 763. Your application server is already running Symposium Web Client 4.5 SU05 or later, and you want to apply the next Service Update. In this case, see the procedure “To apply the latest Service Update to application servers running Symposium Web Client 4.5 SU05 or later” on page 776.
Service Updates and Service Update Supplements In Symposium Web Client 4.5 SU05 or later, you can use a new patch process to install Service Updates and Service Update Supplements:
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Service Updates include major changes to the software and are numbered sequentially in the format NN_SWC_4.5_SU_06, NN_SWC_4.5_SU_07, and so on. These patches are faster to download and install than the Service Updates for previous releases because they do not include the entire application; they include only the changed or updated portions of the software. Service Update Supplements include small fixes for Service Updates, and, as such, they are much faster and easier to download and install than Service Updates. They are numbered sequentially in the format NN_SWC_4.5_SUS_0601, NN_SWC_4.5_SUS_0602, and so on. You can only install an SUS if its corresponding Service Update is already installed. For example, if you have installed SU06, then you can install NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602.
Note: The numbers of the Service Updates and Service Update Supplements shown in the previous bullets are listed as examples only.
Content included in Service Updates From SU06 onward, every Service Update contains all the fixes included in previously released patches (both Service Updates and Service Update Supplements). This means that you do not need to sequentially install all Service Updates. You only need to install the latest patch; you can go directly from SU05 to SU07, if necessary. For example, if SU06, SUS0601, and SUS0602 have been released, and then Service Update 07 is released, all the updates that were included in SU06, SUS0601, and SUS0602 are rolled up into SU07. These patch numbers are given as examples only.
Patch Viewer utility Before you install a new Service Update or Service Update Supplement, you can verify the current Service Updates or Service Update Supplements installed on the server by using the Patch Viewer utility. This utility can help you save time by avoiding the downloading of patches that are already installed on the server. Aside from listing the current patch level, you can also use the utility to
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view the readme files associated with each patch
uninstall one or all of the current patches
Note: If you choose to uninstall all patches, the system removes them in the order last on, first off. If you choose to remove a single patch, you can only remove the last one applied; you cannot remove a patch and leave a subsequent patch intact. To launch the Patch Viewer utility On the Start menu, click Programs ➝ Symposium Web Client ➝ Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
Elements of the Patch Viewer utility
In the main window of the above graphic, you can see that the server has Service Update 6 applied (NN_SWC_4.5_SU_06), as well as two Service Update Supplements (NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602).
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To view details of the contents of each patch, highlight the patch, and then click Read Me. A readme text file appears, listing details of the patch. (Note: You can also double-click the patch to launch the readme file.) To uninstall the last patch applied, click Uninstall Last. The system removes the last patch you applied. To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice, and then the system uninstalls all patches in the order last on, first off.
Note: To successfully uninstall a patch, you must be logged on to the server under the same Administrator account with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail.
The Viewer also lists the status of the patches that have been applied. While the status for patches is usually “Active,” sometimes the status “Inactive, requires reboot” appears. This can appear if you have installed a patch on a coresident server, and you have chosen not to restart the server at the end of the patch installation. In this case, you need to restart the server to enable the patch.
Tip: You can also view the list of currently installed patches by connecting to the application server and launching Symposium Web Client on any client PC (or on the application server if it is used as a client PC). On the launchpad, click About Symposium Web Client. The following window appears, listing the currently installed patches (if any):
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To apply Service Update 05 to application servers running Symposium Web Client 4.5 SU04 or earlier Note: You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. 1
Insert the Symposium Call Center Server 5.0 Supplementary CD into the Symposium Web Client 4.5 application server, and browse the contents for new Service Updates. Nortel Networks also recommends that you check the Nortel Networks Enterprise Solutions PEP Library web site (http://www.nortel.com/espl) to see if further updates have been posted following the release of the Supplementary CD. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register.
2
Copy the Service Update from the Supplementary CD to the application server’s hard drive (or, if downloading from the ESPL web site, download the latest Service Update and save it on the application server).
3
Download the latest Service Update and save it on the application server.
4
Click Start ➝ Control Panel ➝ Add or Remove Programs. Result: The Add or Remove Programs window appears.
5
Click Add New Programs.
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Click CD or Floppy. Result: The Install Program From Floppy Disk or CD-ROM window appears.
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Click Next. Result: The Run Installation Program window appears.
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Click Browse to navigate to the setup.exe file for the Service Update that you downloaded, and then double-click the file. Result: The path and file name appear in the Open box.
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Click Next. Result: The Symposium Web Client Setup keycode upgrade window appears, asking if you want to change your keycode.
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Click No. Result: The Soap Configuration Parameters window appears.
In this window, you must type the URL that you use to access Symposium Web Client on the application server (without the http:// prefix) so that certain SOAP WSDL files are installed and function properly. If the Symposium Web Client default URL is the same as the application server’s computer name, then you can accept the default value shown, and then click Next. If, however, the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
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If you are installing Symposium Web Client as a virtual directory on an existing web site, then you still type either the computer name or the fully qualified host name as usual; you do not type a value that includes the virtual directory name. ATTENTION
If you are not sure of the Symposium Web Client default URL, then you can accept the default value shown. However, if the client PCs that are used to access the application server are located outside the server’s domain, then you must type the fully qualified domain name here. To view the fully qualified domain name of the server, ping the server’s computer name. The results of a successful ping include the fully qualified domain name.
Note: If you are using the fully qualified domain name in this window, and if you are going to add the application server as a Trusted Site when configuring Internet Explorer on the client PC, then you must also add the fully qualified domain name as a Trusted Site on each client PC that accesses the application server. For details on configuring the client PC after installing Symposium Web Client, see “To configure Internet Explorer 6.0 on the client PC” on page 636. 11
Click Next. Result: The Upgrading the Symposium Web Client main setup window appears.
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Click Next. Result: The Upgrading the Symposium Web Client status window appears, and the system copies new files to the application server.
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Notes:
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The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade. Occasionally, the window notifies you that you must close the Add/Remove Programs window. In this case, click Retry. If the upgrade does not proceed, then click Ignore.
You cannot upgrade to a previous version of Symposium Web Client. If you attempt to upgrade to a previous version, a message box appears, prompting you to end the upgrade process.
After the program has installed the first series of files, the iceAdmin Password Change window appears, prompting you to type a custom password for the iceadmin user account. This user account has full
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administrative privileges and is required for proper Symposium Web Client functionality. Note: This window appears every time you install or upgrade Symposium Web Client. While you must type a password each time, it does not have to be a new password; you can type the same password each time.
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In the Old Password box, type the old password for this account. Notes:
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If you have forgotten or misplaced the old password, then you must manually reset it before you can continue upgrading Symposium Web Client. Without halting this upgrade installation, perform steps 1 to 7 in the procedure “To reset the iceadmin password” on page 1035, and then return to this step to continue the upgrade process. Use the password that you supply during the reset procedure as the Old Password in this step.
After you finish installing Symposium Web Client, you can change this custom password. For details, see “Changing the iceadmin user account password” on page 547.
In the New Password box, type the new password for the iceadmin user account.
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In the Confirm Password box, type the password again, and then click OK. Result: The system ensures that you typed the same password both times, registers the new password, and then the installation proceeds. It continues with installing the Crystal Reports templates. When it is finished installing the templates, the Welcome to the InstallShield Wizard for ServerSoapInstall window appears. Note: When you already have a version of Symposium Web Client installed and are now performing an upgrade or installing a Service Update, the system modifies the identity credentials of any scheduled tasks that you have saved in Contact Center Management and Historical Reporting. If there are many tasks, this process may take a few minutes.
Note: Sometimes the above window does not appear; instead, the system automatically starts installing the SOAP files. In this case, proceed to the next step.
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The program searches for installed components, and then installs the required Simple Object Access Protocol (SOAP) files. Result: When the system has installed the required SOAP components, the ADAMSchema window appears.
Result: When the system is finished installing the ADAM schema, the Completing the Symposium Web Client Setup Wizard window appears.
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Click Finish. Result: The Symposium Web Client Installer Information window appears, indicating that you must restart the application server for the upgrade to take effect.
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Click Yes.
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To apply the latest Service Update to application servers running Symposium Web Client 4.5 SU05 or later Notes:
1
When you are installing the latest Service Update on application servers running Symposium Web Client 4.5 SU05 or later, take note of the Administrator account with which you are currently logged on to the server. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. You must be logged on to the application server as an administrator or as a user with administrator privileges before you can perform the following procedure. Before installing the Service Update or Service Update Supplement, Nortel Networks recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start ➝ Programs ➝ Symposium Web Client ➝ Patch Viewer. You cannot install a patch that is older than an update that is already installed. Likewise, you cannot install a Service Update Supplement unless the applicable Service Update is installed. To perform the following procedure, you must have a program installed that can open and extract files with the .zip extension, such as WinZip. The patch numbers shown in the graphics in this procedure are examples only. Insert the Symposium Call Center Server 5.0 Supplementary CD into the Symposium Web Client 4.5 application server, and browse the contents for new Service Updates. Nortel Networks also recommends that you check the Nortel Networks Enterprise Solutions PEP Library web site (http://www.nortel.com/espl) to see if further updates have been posted following the release of the Supplementary CD. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register.
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Copy the Service Update from the Supplementary CD to the application server’s hard drive (or, if downloading from the ESPL web site, download Symposium Call Center Web Client
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the latest Service Update and save it on the application server). Service Updates are packaged as .zip files. 3
Extract the contents of the .zip file to the location of your choice.
4
Double-click the Service Update .msi file to start the installation. An example of a Service Update file name is NN_SWC_4.5_SU_06.msi. Result: The welcome window appears, listing the Service Update or Service Update Supplement that you are installing. A message box asks if you want to read the readme file.
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Click Yes to read the file, or No to proceed directly with the installation. Notes:
The readme file can contain important information about the update that you are installing, such as a list of dependent patches, any pre- or postinstallation tasks that you may have to perform, or the need to stop any services manually. Nortel Networks recommends that you read the file before installing the patch.
If you are attempting to install an older version of a Service Update or Service Update Supplement than that which is currently installed on the server, the installation is halted and a notification window appears. Click Cancel to exit the installation. If you require the older Service Update, then you must manually uninstall the newer patch, and then run the installation for the older patch again. For details on uninstalling patches, see “To uninstall a Service Update” on page 780.
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Click Next. Result: The Ready to Install the Program window appears.
Notes:
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If you are installing a new Service Update on a server that contains an existing Service Update and perhaps some Service Update Supplements (SU06 or later), the system removes these patches before installing the new one. However, the system only removes patches back
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to the level SU05; it does not remove SU05 or earlier. The Installed patches found window appears, listing the current installed patches.
Click Next to remove the patches. When the system has finished removing the patches, the installation of the new patch proceeds. See step 7.
The Files in Use window appears if you have files open that the installation program needs to update. You must close the files shown in the window, and then click Retry to continue with the upgrade.
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Click Install. Result: The Installing window appears, showing you the progress of the installation.
Note: Based on the contents of the patch, sometimes the system will automatically start and stop services to replace selected files. Result: When the system has finished installing the patch, the completed window appears. If any errors occurred during the installation, they are noted here, and the system automatically reverts the server to its previous state. 8
Click Finish. Result: The patch installation is now complete. In some cases, the system may notify you that you must restart the application server for the update to take effect. Click Yes to restart the server.
To uninstall a Service Update If the server has multiple patches applied (for example, a Service Update and one or more Service Update Supplements), you have two choices when uninstalling them:
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You can uninstall only the most recently installed Service Update Supplement. You can uninstall all Service Update Supplements and their corresponding Service Update. Symposium Call Center Web Client
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Notes:
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To successfully uninstall a patch, you must be logged on to the server under the same Administrator account with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. You cannot uninstall a previous Service Update Supplement and leave a later one installed. You must uninstall the last patch that you have applied, followed by the preceding patch (if you want to uninstall more than one patch). For example, if the server has NN_SWC_4.5_SUS_0601 and NN_SWC_4.5_SUS_0602 installed, you must first uninstall SUS_0602, and then SUS_0601. These patch numbers are given as examples only. On the server, click Start ➝ Programs ➝ Symposium Web Client ➝ Patch Viewer. Result: The Patch Viewer utility appears, listing all the currently applied patches.
2
Based on the current state of the server, you will have two choices:
To uninstall only the last patch applied, click Uninstall Last. The system removes the last patch you applied.
To uninstall all patches listed, including the Service Update, click Uninstall All. A message box asks you to confirm your choice, and then the system uninstalls all patches in the order last on, first off.
Result: The system removes all patches and notifies you if you need to restart the server. Click Refresh in the Patch Viewer utility window to view the updated list of patches. Note: You can also uninstall patches one at a time by using the Windows Add/Remove Programs utility.
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Chapter 8
Using Symposium Web Client In this chapter Overview
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Section A: Getting started with Symposium Web Client
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Section B: Configuration
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Section C: Contact Center Management
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Section D: Access and Partition Management
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Section E: Historical Reporting
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Section F: Audit Trail
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Section G: Scripting
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Section H: Tips for optimum server performance
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Overview Introduction Symposium Web Client is a browser-based tool designed to facilitate the management of call centers and their users.
Symposium Web Client components Symposium Web Client consists of the following components: Contact Center Management Contact Center Management allows you to add, edit, view, or delete users on a server in Symposium Call Center Server, agent to supervisor assignments, and agent to skillset assignments. Users with the appropriate access class can also assign agents and supervisor/agents to partitions in this component. Access and Partition Management With this component, you can add, edit, view, or delete Web Client users, partitions, access classes, and report groups. You can also assign partitions, access classes, basic access rights, and supervisors and their reporting agents to users. Configuration The Configuration component is designed to assist the call center administrator in configuring and administering Symposium Call Center Server. Administrators using the Configuration component must be logged on as webadmin to add and configure servers, and to upload and download data using the Symposium Configuration spreadsheets. Scripting The Scripting component assists call center administrators in developing custom routing instructions for their call center. Scripting provides a graphical user interface for easy variable creation and access to a list of scripting commands that can be used when creating scripts.
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Real-Time Reporting Designed for call center supervisors, Real-Time Reporting allows you to view the dynamics of call activity. Real-time displays are available for both networked and single sites. This is an optional component. Historical Reporting You can generate summarized historical reports that contain totals for information gathered during a specific interval of time, and Event/Detail reports for specific events that have occurred in the call center. This is an optional component. Emergency Help Agents can press the Emergency key when they require assistance from the supervisor (for example, if the caller is abusive). When a supervisor opens the Emergency Help panel, the system notifies the supervisor automatically whenever an agent presses the Emergency key on his or her phoneset. The Emergency Help panel shows information about the agent, including the agent’s name, location, and time when the Emergency key was pressed. Audit Trail Audit Trail records the actions performed in the Configuration component, and identifies the user ID of the person who made the changes. Agent Desktop Displays Symposium Agent Desktop Displays provides real-time skillset monitoring to agents. Agent Desktop Displays must be configured on the application server, and on client PCs that use the tool.
The role of the administrator This chapter is intended for administrators and provides conceptual information about the components that administrators use to configure a call center:
Configuration
Contact Center Management (administrative functions)
Access and Partition Management
Audit Trail
Scripting
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It also provides instructions on importing into Symposium Web Client the Historical Reporting filter sets that were created using the Symposium Call Center Server classic client. Any other Historical Reporting procedures are normally performed by supervisors and are, therefore, outlined in the Symposium Call Center Web Client Supervisor’s Reference Guide. For conceptual information about Real-Time Reporting, Historical Reporting, Contact Center Management (supervisor functions) and Emergency Help, refer to the Symposium Call Center Web Client Supervisor’s Reference Guide. For detailed procedures, refer to the online Help. To find out more about using a component For information on the boxes, buttons, and procedures for using any of the components in Symposium Web Client, open the component that you want to use, and then click Help ➝ On This Window. Help for the current window appears. Click the Procedures book in the online Help’s table of contents to view a list of Symposium Web Client procedures. To view Help procedures specific to one component, click the component name in the table of contents, and then review the topics listed for that component.
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Section A: Getting started with Symposium Web Client
In this section Overview
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Overview Once you have installed and configured Symposium Web Client and any required third-party applications on the application server and the client PCs, you can begin using the application. This section provides you with the following information:
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high-level task flow
procedures for logging on to Symposium Web Client
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High-level task flow The following task flow provides a high-level overview of the steps you must perform to configure your call center using Symposium Web Client. Perform this step
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Add each Symposium Call Center Server in the network.
in this component
Configuration
Configuration
Configuration
Note: Before you can add a newly configured server in Symposium Call Center Server, you must first change the server’s default password. Since Symposium Web Client does not allow you to change this password in the Configuration component, you must use the Symposium Call Center Server client to log on to brand new servers for the first time. Once you change the default password, you can then use Symposium Web Client to add the desired servers. 2.
Upload Symposium Call Center Server configuration resources for each server. OR
3.
Configure each server by adding the resources, such as skillsets, CDNs, DNISs, and threshold classes individually. Note: Administrators must be logged on as webadmin to add and configure servers, and to upload and download configuration data.
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Perform this step
4.
Upload Symposium Call Center Server user data.
Standard 7.02
in this component
Configuration
OR 5.
Create individual Symposium Call Center Server users.
6.
Designate the users as supervisors, agents, or supervisor/agents, and assign agents to the supervisors.
7.
Create any custom report groups that Web Client users require.
8.
Define the access classes that Web Client users require.
9.
Create the appropriate partitions for the call center, specifying the agents, applications, skillsets, CDNs, DNISs, and report groups that belong in each partition.
Contact Center Management Configuration or Contact Center Management Access and Partition Management ➝ Report Groups Access and Partition Management ➝ Access Classes Access and Partition Management ➝ Partitions
Note: All agents that are assigned to a supervisor must also be included in the supervisor’s partition so that the supervisor can monitor the agents in Real-Time Reporting, Historical Reporting, and Contact Center Management. The exception to this is if you also assign the user a supervisor/ reporting agent combination. If you assign both a partition (even one containing no agents) and a supervisor/ reporting agent combination to a user, then the user sees all his or her agents.
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Perform this step
10. Create the Web Client users. Grant each user basic access rights to specific Symposium Web Client components, and assign the appropriate partitions, access classes, and supervisors and their reporting agents to each user.
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Access and Partition Management ➝ Users
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Starting Symposium Web Client Introduction Before you log on to Symposium Web Client, make sure you have installed all required third-party applications on the client PC, including Internet Explorer Version 6.0 Service Pack 1 or later and SOAP 3.0. You must also configure your browser appropriately. See “Installing third-party software on a client” on page 636 for more information.
To log on to Symposium Web Client for the first time When you log on to Symposium Web Client for the first time after installation, you must log on as the default administrator, webadmin. For security reasons, it is highly recommended that you change the default password when you first log on to the application. Symposium Web Client user passwords can only contain English characters.
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To log on to the application server for the first time and change the default password ATTENTION
When you change the webadmin password, you must ensure that you do not lose or forget the new password or you cannot log on to Symposium Web Client as the webadmin administrator. In this case, you must uninstall and reinstall Symposium Web Client to reinstate the original webadmin user account with the default password. Tip: To avoid this scenario, immediately after installing Symposium Web Client, log on to the application server as webadmin, and create a new administrator account of your choice (for example, tempadmin), giving this user account Access and Partition Management rights. This way, if you lose or forget your new webadmin password, you can still log on to the application server as tempadmin and change the webadmin password. For more information on adding Web Client users, see the online Help.
1
Start Internet Explorer.
2
In the Address box, type the URL address of the application server. The default URL address is http://<Application Server>. Note: Do not type the IP address of the application server. If you type the IP address instead of the URL, you may experience problems while working in the Scripting component.
Tip: You can save the application server’s address by adding it to your list of Internet Explorer Favorites. Result: The application server displays the Symposium Web Client main logon window. Planning, Installation, and Administration Guide
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Note: Click About Symposium Web Client to view a dialog box containing details of the Symposium Web Client build number and Service Update version. 3
Click Change Password.
4
Enter the default password.
5
Enter a new password. Note: Symposium Web Client user passwords can only contain English characters.
6
Reenter the new password. Note: You can modify only the default user name’s password. The default user name, webadmin, cannot be changed.
7
Click Submit. Result: The default password is changed and the main logon window reappears.
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In the main logon window, type the user name and the password, and then click Login. Result: If you have not installed the client version of SOAP 3.0 on the PC, a warning message appears, notifying you that you must install this software. For details on installing it, see “Viewing the list of installed controls” on page 654. If you have already installed this software, then the main application window appears.
Tip: If you lose or forget the new webadmin password, you cannot log on to Symposium Web Client as the webadmin administrator. In this case, you must uninstall and reinstall Symposium Web Client to reinstate the original webadmin user account with the default password. To avoid this scenario, as a safety precaution, you can now open Access and Partition Management and create a new user account with administrator rights, such as tempadmin. If you forget or lose the new webadmin password that you entered, you can log on to the application server as tempadmin and change the webadmin password.
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Default time-out rate Symposium Web Client no longer has a default time-out rate. Your session will not time out if the application remains idle.
What’s next? After you have logged on to the application server for the first time, you must add and configure the servers in Symposium Call Center Server using the Configuration component. Only administrators who are logged on as webadmin can add and configure servers in Symposium Call Center Server. Refer to the “High-level task flow” on page 789 for a configuration overview, or refer to “Configuration” on page 797 for conceptual information. For detailed step-by-step procedures, refer to the online Help in the Configuration component.
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Section B: Configuration
In this section Overview
798
Adding and configuring call center servers
800
Configuring resources
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Overview Configuration component There are two main tasks that you perform using the Configuration component:
adding, configuring, and deleting servers in Symposium Call Center Server adding, configuring, and deleting resources individually using the web-based user interface or
uploading and downloading bulk data using the Configuration spreadsheets
Note: You must be logged on to Symposium Web Client as webadmin to add and configure servers, and to upload and download data using the Symposium Configuration spreadsheets. This chapter provides a high-level overview of these procedures. For step-bystep procedures about using the Configuration component, see the Symposium Web Client online Help.
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Configuration main window
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Adding and configuring call center servers Introduction Once you have logged on to Symposium Web Client as the user webadmin, you can add servers in Symposium Call Center Server in the Configuration component by accessing the Server menu from the toolbar. Notes:
The Server menu is visible only when you log on to Symposium Web Client as the user webadmin. Before you can add a newly configured server in Symposium Call Center Server, you must first change the server’s default password. Since Symposium Web Client does not allow you to change this password in the Configuration component, you must use the Symposium Call Center Server client to log on to brand new servers for the first time. Once you change the default password, you can then use Symposium Web Client to add the desired servers according to the following procedure.
Configuration ➝ Server menu
Note: From the Server menu, you can also delete existing servers in Symposium Call Center Server, or edit the properties of an existing server that has already been added to Symposium Web Client.
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ATTENTION
If you change the computer name of the server in Symposium Call Center Server, then this changed server does not appear in Symposium Web Client. In this case, to work with this server, you must use the Configuration component of Symposium Web Client to delete the server with the old computer name, and then add the server with the new name. Note, however, that when you delete the server, you also delete all private and some public real-time displays, and all private historical reports that you have saved on this server.
After clicking Server ➝ Add Server, the Symposium Call Center Server Properties window appears in the main pane. Symposium Call Center Server Properties window
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To add a server in Symposium Call Center Server 1
In the Server Name box, type the name of the server in Symposium Call Center Server. Note: Do not enter the fully qualified domain name of the server in the Server Name box. Enter the computer name of the server.
2
Press Tab. Result: The server’s IP address automatically appears in the IP Address box. Note: If you enter a server name without an IP address, that server name must be registered with the DNS server. When you tab out of the Server Name box, verify that the CLAN IP address appears in the IP Address box. If the word Unknown appears in this box, then the server name is not registered with either the DNS or the HOSTS table. In this case, you must enter the server’s IP address in the Server Name box. For more information on manually updating the HOSTS table, see “Did you configure a name resolution server?” on page 1033.
3
In the Display Name box, type the name of the server in Symposium Call Center Server as you want it to appear on the system tree in Symposium Web Client. Result: The system automatically assigns a display name that is the same as the server name. If you want to enter a different display name, it must be a unique name.
802
4
In the Login ID box, enter your Login ID for Symposium Call Center Server. This Login ID corresponds to a user account that has been created using the Symposium Call Center Server client PC, also known as the Classic Client. (It is not a Windows 2000 ID defined on the server in Symposium Call Center Server.)
5
In the Password box, enter your password for Symposium Call Center Server.
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Click Submit. Result: The server is acquired and now appears on the server tree in the left pane of the window. Click the plus symbol (+) beside the server name to access the server. ATTENTION
The Symposium Call Center Server Login ID and Password that you specify when configuring a new server in Symposium Web Client must match an existing logon ID and password that an administrator has configured on Symposium Call Center Server. Therefore, if an administrator uses the Symposium Call Center Server client to change a server Login ID that you have already entered in Symposium Web Client, then you must update the Login ID box in the Configuration component of Symposium Web Client to match the new Login ID. Likewise, if an administrator changes the Symposium Call Center Server password using the Symposium Call Center Server client, then you must update the password in the Configuration component of Symposium Web Client to match the new password.
Note: If you need to change the CLAN IP address of the server in Symposium Call Center Server after you have added it in Symposium Web Client, then you must perform a series of steps to ensure that you do not lose customized data, such as historical reports and real-time displays. For more information, see “To change the IP address of a server in Symposium Call Center Server” below.
To change the IP address of a server in Symposium Call Center Server To successfully change the CLAN IP address of a server in Symposium Call Center Server without losing customized data, such as user-created historical reports, real-time displays, and user assignments, you must perform the following procedures:
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1.
On the server in Symposium Call Center Server, change the server’s IP address. For more information, see the Configuration (Nbconfig) section in the Symposium Call Center Server Installation and Maintenance Guide for Release 4.2.
2.
On the Symposium Web Client application server, use the DOS prompt to ping the server in Symposium Call Center Server and ensure that the new IP address is valid.
3.
On the application server, or any client computer that accesses Symposium Web Client, open the Symposium Call Center Server Properties window in the Configuration component of Symposium Web Client and change the IP address of the server to match the address that you typed in step 1.
4.
On each application server in your network that connects to this server in Symposium Call Center Server, run the Change IP Address Utility to register the changed IP address. For more information on this utility, see “To use the Change IP Address Utility” below.
To use the Change IP Address Utility After you have performed the first three procedures listed above, you must run the Change IP Address Utility on each application server in your network that accesses the server in Symposium Call Center Server whose IP address you have changed. This utility ensures that customized data, such as user-created historical reports and user assignments, is not lost when you change the IP address. 1
On the application server, navigate to the following file: c:\Program Files\Nortel Networks\WClient\Apps\SupportUtil\changeip.exe where c: is the drive on which you have installed Symposium Web Client.
2
Double-click the changeip.exe file. Result: The Change IP Address Utility opens.
804
3
In the Type the old IP address box, type the server’s old IP address.
4
In the Type the new IP address box, type the new server’s new IP address.
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Click OK. Result: The utility confirms that the old IP address matches the address stored in the database and that the new IP address you typed is valid. It then updates the local access file with the new information. The utility notifies you if it encounters an error, in which case, you can consult the log file for details. The log file is located in the same folder as the utility and is called ip2ip.log.
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Configuring resources Introduction You can configure resources using two different methods:
uploading bulk data using the Symposium Configuration spreadsheets or individually, using the web-based user interface
Note: You cannot acquire resources such as CDNs, routes, voice ports, IVR ACD-DNs, and phonesets through the Symposium Configuration spreadsheets. You must use the web-based interface in Configuration for resource acquisition.
Using spreadsheets to upload data to Symposium Call Center Server By using the Symposium Configuration spreadsheets, you can save yourself time when configuring a new call center. Instead of entering the data for each resource individually, you can upload all of the configuration data that you have entered in the spreadsheet simultaneously. When you upload the data from the spreadsheet, you can choose to upload all of the configuration items at once, or only a portion of them. Notes:
806
You must be logged on to Symposium Web Client as the default administrator, webadmin, to upload and download data, and to download the spreadsheet template from the Configuration component. If you are logged on as webadmin, but still cannot download the spreadsheet templates from the application server, it may be because IIS Lockdown and URLScan are enabled on the application server. You must either download the spreadsheets before enabling these security features, or temporarily relax the URLScan feature by modifying the urlscan.ini file to enable the downloading of files that end with .exe (such as the Configuration spreadsheets). For more information, see “To temporarily edit the urlscan.ini file” on page 259.
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Based on your call center server (M1/Succession 1000, DMS/MSL-100, or NCC), you can upload the following configuration data using the corresponding Symposium Configuration spreadsheet:
Users
Skillsets
DNISs
Global Settings
Call presentation classes IVR ACD DNs
Phonesets and Voice Ports
Routes
CDNS
Activity Codes
Threshold Classes* *Agent, Skillset, Application, IVR ACD-DN, Route, Nodal Network Parameters
Notes:
The number of agent to skillset and agent to supervisor assignments that you can upload from the Symposium Configuration spreadsheets is restricted due to the Microsoft Excel limit of 256 columns per worksheet. Although you can upload supervisor and agent configuration data using the Configuration spreadsheets, you must modify and delete this data using the Contact Center Management component, not the Configuration component. Once you upload a phoneset or voice port, you cannot modify it. A phoneset or voice port that has been uploaded can be deleted and a new phoneset or voice port added. For example, once you have uploaded a voice port, you cannot change it to a phoneset (and vice versa). Instead, you must delete the voice port and add a new phoneset (or vice versa).
Downloading the Symposium Configuration spreadsheet template Before you begin, you must download the appropriate Symposium Configuration spreadsheet templates from the Configuration component by accessing the Download menu on the toolbar.
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Notes:
The Download menu is visible only when you log on to Symposium Web Client as the user webadmin. If you are logged on as webadmin, but still cannot download the spreadsheet templates from the application server, it may be because IIS Lockdown and URLScan are enabled on the application server. You must either download the spreadsheets before enabling these security features, or temporarily relax the URLScan feature by modifying the urlscan.ini file to enable the downloading of files that end with .exe (such as the Configuration spreadsheets). For more information, see “To temporarily edit the urlscan.ini file” on page 259. The number of agent to skillset and agent to supervisor assignments that you can download to the Symposium Configuration spreadsheets is restricted due to the Microsoft Excel limit of 256 columns per worksheet.
Configuration ➝ Download menu
When you download a spreadsheet, four files are included: the spreadsheet file (.xls), the validation file (.xml), the Help file (.chm), and the Asian validation file (.xml). Make sure all of these files reside in the same folder on your computer after downloading.
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For step-by-step procedures about downloading the Symposium Configuration spreadsheet templates, see the Symposium Web Client online Help. From the Symposium Web Client toolbar, click Help ➝ Contents, and from the Contents tab, click Configuration ➝ Procedures ➝ Spreadsheet procedures for detailed information. Using the Symposium Configuration spreadsheet template Once you download the appropriate Symposium Configuration spreadsheet template for your call center (that is, M1/Succession 1000, NCC, or DMS/MSL100), you can enter configuration data directly into the spreadsheet, or you can copy configuration data into the spreadsheet from various sources:
existing spreadsheets
M1 Data Extraction Tool spreadsheets
personnel files (for user names) ATTENTION
You must copy data from any existing spreadsheets into the Symposium Configuration spreadsheet templates. You cannot upload data directly from an existing spreadsheet. For more information, see the Symposium Call Center Server Data Extraction Tool User’s Guide for the Meridian 1.
The Symposium Configuration spreadsheet has its own toolbar that allows you to perform the following tasks:
Download existing configuration data from Symposium Call Center Server.
Upload configuration data to Symposium Call Center Server.
Validate the data that you have entered into the spreadsheet.
Clear error messages from the spreadsheet after you have validated and repaired the data.
Log off the application server.
Access Symposium Help.
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Configuration spreadsheet When opening the Symposium Configuration spreadsheets, a Microsoft Excel message asks if you want to enable all macros. Click Yes to enable all macros.
Viewing the version of the Symposium Configuration spreadsheet For information purposes only, you can view the version number of the spreadsheets that you download from the application server. The version number changes if the spreadsheet has been updated with new functionality and placed in a new Symposium Web Client build. To view the version number, click File ➝ Properties. The version number appears in the Author box on the Summary tab.
ATTENTION
810
You must not change the version number shown on this tab. If you change the version number, then the Symposium Configuration spreadsheet will not function correctly.
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Language support in the Symposium Configuration spreadsheets You can type data in one of five languages in the Symposium Configuration spreadsheets (English, French, German, Japanese, and Chinese) and ensure that it is validated correctly by choosing the appropriate language in the Data Upload window and confirming that the correct validation file is located in the same folder as the spreadsheet. The following table outlines which validation file is used with each type of data. Note: You must ensure that the correct validation file is located in the same folder as the spreadsheet before you validate or upload data to the server.
Server type
M1
DMS
NCC
Language in which data is written
Validation file
English, French, or German
M1_Validation.xml
Japanese or Chinese
M1_Validation_Asian.xml
English, French, or German
DMS_Validation.xml
Japanese or Chinese
DMS_Validation_Asian.xml
English, French, or German
NCC_Validation.xml
Japanese or Chinese
NCC_Validation_Asian.xml
Uploading data to Symposium Call Center Server Once you have entered the configuration information into the spreadsheet, validate your data by clicking Data Validation on the toolbar. After you have corrected any invalid information and have successfully validated the information, click Symposium Upload on the toolbar. The system prompts you to log on to the application server by entering the application server IP address before uploading data.
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Data Upload - Symposium Configuration Tool window In the resulting Data Upload - Symposium Configuration Tool window, you must select the server in Symposium Call Center Server to which you want to upload the data (or select the appropriate NCC server if you are working in the NCC spreadsheet). In the Configuration Data section, indicate the type of data you want to upload. Finally, from the drop-down list of languages, select the language in which the data you are uploading is written. You can choose from English, French, German, Japanese, and Chinese. ATTENTION
To ensure that the system properly validates the data you are uploading, the appropriate validation file must be located in the same folder as the spreadsheet. For a list of the validation files, see “Language support in the Symposium Configuration spreadsheets” on page 811.
Note: The Available Servers box displays the servers that correspond to the Configuration spreadsheet you are using. For example, if you are using the M1_SymposiumConfigurationTool.xls spreadsheet, NCC servers do not appear in the Available Servers box during uploading. To upload data to an NCC server, you must use the NCC_SymposiumConfigurationTool.xls spreadsheet.
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As your data uploads, the Current Status box displays the records that are being read. After the upload process is complete, the Summary Status box lists the data that was successfully uploaded, as well as any errors that occurred. If there are any errors, they also appear in the Status Message column of the spreadsheet. You cannot acquire resources such as CDNs, routes, voice ports, IVR ACDDNs, and phonesets through the Symposium Configuration spreadsheet. You must use the web-based interface in Configuration for resource acquisition. Note: For step-by-step procedures about the Symposium Configuration spreadsheets, see the Symposium Web Client online Help. On the Symposium Web Client toolbar, click Help ➝ Contents, and on the Contents tab, click Configuration ➝ Procedures ➝ Spreadsheet procedures. Downloading data from Symposium Call Center Server You can download configuration data from Symposium Call Center Server to the Symposium Configuration spreadsheets. You can do this to review your configuration data, or to make changes to the data, and then upload it back to the server in Symposium Call Center Server.
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Before you download data from Symposium Call Center Server, you must download the appropriate Symposium Configuration spreadsheet from the Configuration component. To make sure you do not overwrite an existing Symposium Configuration spreadsheet, rename the spreadsheet or save it in a different directory when downloading. Once you download the new Symposium Configuration spreadsheet, open the spreadsheet and click Symposium download on the toolbar. Provide the appropriate information for the Symposium Call Center Server from which you are downloading data and for the application server. Note: For step-by-step procedures about the Symposium Configuration spreadsheets, see the Symposium Web Client online Help. On the Symposium Web Client toolbar, click Help ➝ Contents, and on the Contents tab, click Configuration ➝ Procedures ➝ Spreadsheet procedures.
Using the Configuration user interface You can add configuration resource data using the Configuration user interface. When you click the resource on the system tree, the corresponding data table appears on the right side of the window. Click an empty row and type the configuration data in the appropriate columns. When you exit a row, the information is automatically saved in Symposium Call Center Server. Note: New configuration data is saved to Symposium Call Center Server when you leave the row in which you have entered the data. Do not click Back or Refresh on the Internet Explorer button bar to save or refresh the data in the table. To refresh the table while working with Routes, CDNs, Phonesets, and IVR ACD-DNs, click Refresh in the Configuration window; to refresh the data while working with any other type of data, you must click the server name on the system tree.
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Configuration user interface
You can edit information in individual cells by clicking directly on the cell and modifying the data. You can delete entire rows by selecting the row and pressing Delete on your keyboard. To save data, use your mouse to click a different row, or press Tab to move to the next row.
What’s next? Create the Symposium Call Center Server users, designate them as supervisors, agents, or supervisor/agents, and assign agents to supervisors.
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Section C: Contact Center Management
In this section Overview
818
Working in supervisor view
820
Working in agent view
824
Working in skillset view
829
Working in assignments view
832
Adding Symposium Call Center Server users
835
Using the XML automated assignments feature
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Overview Introduction Once you add and configure each server in Symposium Call Center Server, you can use the Contact Center Management component to perform the following tasks:
Add, edit, view, or delete users on a server in Symposium Call Center Server.
Add, edit, view, or delete agent to supervisor assignments.
Add, edit, view, or delete agent to skillset assignments.
You can also use Contact Center Management to quickly assign agents to existing partitions, instead of opening the Access and Partition Management component to do so.
This section provides a high-level overview on adding Symposium Call Center Server users, designating them as supervisors, agents, or supervisor/agents, editing their profiles, and assigning agents to supervisors and skillsets. This section assumes that, as an administrator, you
have the appropriate access class to perform all functions in Contact Center Management (the Add/Edit/Delete Agents and Supervisors access level under the CCM access heading, and the Schedule Assignments access level under both the Agent to Supervisor Assignment and Skillset Assignment access headings) have no partitions or supervisor/reporting agent combinations assigned to you and can, therefore, view all data in Contact Center Management
For detailed information about working in Contact Center Management, refer to the Symposium Call Center Web Client Supervisor’s Reference Guide, or refer to the step-by-step procedures in the online Help.
Main data views Contact Center Management can be separated into the following four main data views, each accessible from the View/Edit menu: 818
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Supervisors (this is the default view that appears when you first open Contact Center Management)
Agents
Skillsets
Assignments
To switch from one type of data, or view, to the next, click the desired option from the View/Edit menu. When you click any of these options, the system loads the corresponding type of data in the system tree. Before you can work with each type of data, you must first click a server name in the tree to log on to the server and view its agents, supervisors, and skillsets. If you work in a networked environment, the system tree contains multiple servers, with each server representing a call center in the network. For more information on each of these data categories, see the corresponding section below. Notes:
To create new users, click the desired option from the Add menu. You can choose from Agent, Supervisor, or Supervisor/Agent. When you click one of these options, the corresponding new user details window appears, where you can type the user’s properties. For more information on creating users, see the online Help. To create new agents, in addition to the above option, you can also rightclick a supervisor in the system tree, and then select Add Agent from the resulting pop-up menu. When you click Refresh, the system collapses the tree, closes the window in which you are currently working, and reloads the supervisor view. Once reloaded, you must click to log on to a server again.
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Working in supervisor view Introduction When you open Contact Center Management from the Symposium Web Client launchpad, it opens in supervisor view. This view enables you to quickly see the supervisors who are configured on each server on the system tree and list the agents assigned to each supervisor. You can use this view to immediately assign agents to supervisors (ad hoc assignments). Notes:
820
To create saved and scheduled assignments, you must use the assignments view. For more information, refer to “Working in assignments view” on page 832. To add new supervisors, use the Add menu.
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Ad hoc agent to supervisor assignments To work with agents and supervisors, users must first log on to the appropriate server in the system tree. The server expands to reveal all the supervisors configured on it. Click a supervisor in the tree to open the Supervisor window and see the supervisor’s reporting agents and their corresponding logon IDs. Users with administrator rights (that is, users who have been granted basic access to all Symposium Web Client components and who have no partitions or supervisor/reporting agents assigned to them) automatically see all supervisors and agents in all windows of Contact Center Management. However, users who have been assigned a partition containing agents, or a partition and a supervisor/ reporting agent combination, see only those agents to whom they have been given access. For more information, see “Partitions and supervisor/reporting agent combinations in Contact Center Management” on page 892. Note: To create saved and scheduled assignments, you must use the assignments view. For more information, see “Working in assignments view” on page 832.
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To quickly assign new agents to a supervisor, click Assign Agents. The agent search feature appears, enabling you to search for specific agents by up to five criteria (first name, last name, login ID, department, or comment), or to list all agents configured on the server (only those agents included in the partitions and supervisor/reporting agent combinations assigned to you). When you click Search or List All, the agents appear in a new table. Note: Partitions and supervisor/reporting agent assignments control the agent data that users can see in Contact Center Management. To give a user access to all agents, do not assign a partition to the user. To give a user access only to his or her reporting agents, assign the user a partition (even if it contains no agents) and the supervisor/reporting agent combination containing the user’s agents. For more information on partitions and supervisor/reporting agent combinations in Contact Center Management, see “Partitions and supervisor/reporting agent combinations in Contact Center Management” on page 892.
When you have found the agents you want to assign to the supervisor, click the Assign check box beside their names, and then click Submit. The system immediately assigns the agents to the supervisor. 822
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Note: Each agent can be assigned to only one supervisor at a time. Therefore, when you assign an agent to a supervisor, you unassign the agent from his or her current supervisor. Tip: You can also assign agents to the supervisor, one agent at a time, using the drag and drop feature. On the system tree in supervisor view, locate the agent who you want to assign to the supervisor. Left-click the agent icon and, while still holding down the left mouse button, drag the icon over the desired supervisor icon. Release the mouse button to immediately assign the agent to the supervisor.
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Working in agent view Introduction Note: In the following section, the term “agent” also includes users who are supervisor/agents, as the agent view enables you to work with both types of users. The agent view enables you to search for particular agents or list all agents on a server. Once you have located the desired agent, you can
view and edit the agent’s properties, including the skillsets and partitions to which the agent is assigned
delete the agent from the server
quickly create a new agent by copying the current agent’s properties
To open the agent view, click View/Edit ➝ Agents. Then click the desired server in the system tree to log on to the server and work with the agents configured on it. When you click a server in the system tree, the Agents List window appears. In this window, you can use the agent search boxes to locate specific agents, or click List All to list all agents on the selected server.
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Viewing or editing the agent details In the Agents List window, from the table of agents who you have located through your search, there are two ways in which you can view or edit an agent’s details:
Click the desired agent’s name. Click Functions beside the desired agent, and then select View Agent Details from the resulting pop-up menu.
When you click either of these options, the Agent Details window appears, enabling you to view all of the agent’s properties, such as name, login ID, supervisor information, and the skillsets and partitions to which the agent is assigned.
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Use the User Details and Agent Information sections of this window to view and change information about the agent, such as the name, login ID, user type, and primary supervisor. In addition, when you create supervisors and supervisor/agents, the Supervisor Information section is enabled and allows you to assign these users a Web Client user ID and password. This information is required if the user is going to log on to the application server and use Symposium Web Client. When you are finished adding the user’s details, you must click Submit to save your changes. Viewing or editing ad hoc agent to skillset assignments Click the Skillsets heading in the Agent Details window to view the skillsets to which the agent is assigned and change the skillset priority. Click List All to list all configured skillsets on the server and assign the agent to new skillsets.
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Viewing or editing partition assignments Click the Partitions heading in the Agent Details window to view the partitions to which the agent is assigned and assign the agent to new partitions. Click the check box beside the partition name to assign the agent to the partition. When you click Submit, the agent is automatically included in the partition you indicated (and can, therefore, be viewed by the supervisors to whom this partition is assigned). Deselect the check box beside the partition name to unassign the agent from the partition. Note: Before you unassign an agent from a partition, ensure that the agent’s supervisor can still see the agent in Contact Center Management, Historical and Real-Time Reporting, either because the agent is included in another partition assigned to the supervisor, or the supervisor is assigned a supervisor/reporting agent combination (which automatically includes the agent).
Deleting agents in agent view On the Functions menu in agent view, click Delete Agent to delete the agent from the server. Note: You can also right-click the agent in the system tree, and then select Delete Agent from the resulting pop-up menu. Planning, Installation, and Administration Guide
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Copying an agent’s properties You can also use the Functions menu in the Agents List window to quickly create a new agent by copying the properties of an existing agent. When you click Copy Agent Properties on the Functions menu, the system copies the following properties from the existing agent into the New Agent Details window:
skillset assignment
department
user type
language
comment
supervisor
call presentation
threshold
agent key
the list of partitions for this agent
To create the new agent, you must type in the new agent’s name and phoneset logon ID, you may also change any of the copied properties, and then press Submit to save your changes. The system saves the agent under the supervisor that you specified, and the agent’s icon appears in the system tree.
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Working in skillset view Introduction The skillset view enables you to create new ad hoc agent to skillset assignments and change the priority of skillsets already assigned to agents. Click View/Edit ➝ Skillsets to change the system tree to skillset view. Then click the desired server in the system tree to log on to the server and work with the skillsets and agents configured on it. When you click a skillset in the system tree, the Skillset window appears, listing the agents who are currently assigned and their priority for this skillset. Ad hoc agent to skillset assignments In the Skillset window, you can immediately assign an agent to a new skillset or change the priority of an assigned skillset. To change the priority of an agent already assigned to the skillset, from the Priority drop-down list, choose the new priority. Then click Submit to save your changes.
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To immediately assign a new agent to the skillset, click the Assign Agents heading. Just as in supervisor view, when you click this heading, the agent search feature appears, enabling you to search for specific agents by up to five criteria (first name, last name, login ID, department, or comment), or to list all agents configured on the server (only those agents included in the partitions and supervisor/reporting agent combinations assigned to you). When you click Search or List All, the agents appear in a new table.
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From the list of unassigned agents, choose the skillset priority for each agent. Then click Submit to save your changes. The system immediately assigns the agents to the skillset with the priority you chose. Note: To create saved or scheduled assignments, you must use the assignments view. For more information, see “Working in assignments view” on page 832.
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Working in assignments view Introduction The assignments view enables you to view and edit saved and scheduled agent to skillset and agent to supervisor assignments and create new saved and scheduled assignments. Click View/Edit ➝ Assignments to load the assignment data in the system tree. Then click the desired server in the system tree to log on to the server and work with the assignments configured on it. Note: To create ad hoc (unscheduled) agent to skillset assignments, use the skillset view. To create ad hoc agent to supervisor assignments, use the supervisor view. ATTENTION
Symposium Web Client only recognizes assignments that you schedule in Contact Center Management; likewise, the Symposium Call Center Server client only recognizes assignments that you schedule through its scheduling component. Therefore, when scheduling assignments, you must use either the Contact Center Management portion of Symposium Web Client or the Symposium Call Center Server client exclusively. You cannot use a combination of both client components to schedule assignments.
This section gives a brief overview of the assignments view. For more information on this view, including assignment scenarios, and an example of scheduling an assignment and creating a reset assignment, see the Symposium Call Center Web Client Supervisor’s Reference Guide.
Assignment types There are two types of assignments that you can create in Contact Center Management:
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Agent to supervisor assignments You can create agent to supervisor assignments to automatically change supervisor assignments for multiple Symposium Call Center Web Client
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agents. You can use agent to supervisor assignments to reassign agents when supervisors go on break or vacation.
Agent to skillset assignments You can create agent to skillset assignments to temporarily assign agents to different skillsets for shifts when fewer agents are available, to cover other agents’ breaks, or when agents are sick, on vacation, or on a course.
An agent to skillset assignment makes multiple agents active or inactive for multiple skillsets. When an assignment is run, it changes the skillset priority of each agent who has been added to the assignment. It can make an agent inactive for a skillset by changing the agent’s priority to Standby, or it can make an agent active for a skillset by changing the agent’s priority to a value from 1 to 48 (with 1 being the highest priority for the skillset). In assignments view, you can save and schedule the assignments to take effect at a later date, and you can create reset assignments to revert the call center to the original configuration that existed before scheduled assignments are run. You create ad hoc assignments (those that are effective immediately) in the skillset or supervisor views. For more information, refer to “Ad hoc agent to supervisor assignments” on page 821, or “Ad hoc agent to skillset assignments” on page 829. Note: To create and run multiple assignments automatically, you can use the XML automated assignments feature. For more information, see “Using the XML automated assignments feature” on page 841.
Working with scheduled assignments In assignments view, you can either
work with existing scheduled assignments by clicking the assignment name in the system tree add new agent to skillset or agent to supervisor assignments by rightclicking the Agent Skillset Assignments or Agent Supervisor Assignments folder, and then choosing Add Assignment from the resulting pop-up menu
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When you log on to a server in the system tree, it expands to reveal the Agent Skillset Assignments and Agent Supervisor Assignments folders. Double-click the appropriate folder to view the list of assignments. Then click the assignment name to open the assignment window and view the assignment details in a table. Based on the type of assignment that you click in the system tree, either the Agent to Skillset Assignment window or the Agent to Supervisor Assignment window appears. The following graphic shows the assignment details that appear when you click an existing agent to skillset assignment from the system tree:
For details on working in this window, see the Symposium Call Center Web Client Supervisor’s Reference Guide.
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Adding Symposium Call Center Server users Introduction The users you add in Contact Center Management are Symposium Call Center Server users—the agents, supervisor/agents, and supervisors who work in the call center. Agents do not need to log on to the application server to use Symposium Web Client and, therefore, do not have a Web Client user ID and password. However, when you are creating Symposium Call Center Server users in Contact Center Management, you can give the supervisors and supervisor/agents who need to use Symposium Web Client a Web Client user ID and password. When you do so, the user’s profile is automatically copied to the Access and Partition Management component, where you must finish configuring the user’s Web Client profile by assigning basic access rights, access classes, partitions, report groups, and supervisor/reporting agent combinations. For more information on creating Web Client users, see “Adding and configuring users” on page 881. To add users in Contact Center Management, you must first log on to a server in the system tree in any of the four data views (supervisor, agent, skillset, or assignment). Then, when you are logged on to the server on which you want to create the user, select the appropriate option from the Add menu. You can choose from one of the following options:
Agent
Supervisor
Supervisor/Agent
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Contact Center Management ➝ Add menu
When you select an option from this menu, the corresponding new user details window appears, with sections for entering the new user’s properties. For example, if you are adding a new supervisor, the New Supervisor Details window appears. Notes:
To add agents only, instead of using the Add menu, you can use a pop-up menu on the system tree in supervisor view. Right-click the supervisor under whom you want to create the new agent, and, from the resulting popup menu, click Add Agent. The New Agent Details window appears, with the supervisor information already filled in. You can change this information, or leave it as is. When you are finished adding the agent details, click Submit to save your changes. For more information on each section of the user details window, see below. If you need to delete users, you must do so in Contact Center Management; you cannot delete users through the Configuration component’s user interface or spreadsheets.
To add agents The following section outlines how to add new agents in Contact Center Management. For details on adding other types of users, see the online Help. When you log on to a server in the system tree and click Add ➝ Agent, the New Agent Details window appears.
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New Agent Details window
Entering user data For entering user data, there is a User Details section, which is applicable to all user types, an Agent Information section, and a Supervisor Information section. The system allows you to enter information in these latter areas based on the type of user you selected from the Add menu. Note: The mandatory fields in which you have to type or select information are indicated on the window by an asterisk (*) and include the first name, last name, phoneset login ID, and primary supervisor. The other mandatory fields (user type, call presentation, and threshold) do not have an asterisk beside them because they have default values. Select the appropriate values for the user you are adding.
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User Details section
1.
In the User Details section, you must type or select the following mandatory information about the agent: first name last name user type phoneset login ID All other fields are optional.
Agent Information section
2.
In the Agent Information section, you must type or select the following mandatory information about the agent: primary supervisor call presentation threshold The agent key is optional.
3.
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After you have added the agent’s personal information, click the Skillsets heading to assign the agent to skillsets and select the skillset priority.
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Skillsets section
4.
Click List All to open a table containing all the skillsets on the current server.
5.
In the table, choose the priority numbers beside the skillsets to which you want to assign the new agent. You can also choose Standby.
6.
To add the new agent to a partition, click the Partitions heading.
7.
In the resulting table, click the check boxes beside the partitions to which you want to add the agent. Ensure that you add the agent to the partition assigned to the agent’s supervisor so the supervisor can see the agent in the real-time and historical reports, and in Contact Center Management.
8.
Click Submit when you are finished entering the agent’s details. The agent is added in Symposium Call Center Server.
Supervisor information When you add a supervisor or a supervisor/agent in Contact Center Management, you can give the user a Web Client user ID and password at the same time. In the Supervisor Information section, type the supervisor’s Web Client user ID and password. Notes:
Symposium Web Client user passwords can only contain English characters. After adding a Symposium Call Center Server supervisor or supervisor/ agent as a Web Client user, you must still configure the user in the Access
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and Partition Management component. For example, you must still assign the user basic access rights to the different components, access classes, partitions, and supervisor/reporting agents. To enable this supervisor to see all of his or her own reporting agents, in Access and Partition Management, assign the corresponding Web Client user profile:
the applicable supervisor/reporting agent combination (his or her reporting agents) a partition
For more information, see the “Supervisor/reporting agents feature” on page 883. More information For more information, refer to the Symposium Call Center Web Client Supervisor’s Reference Guide, or refer to the step-by-step procedures in the online Help.
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Using the XML automated assignments feature Introduction Note: For information on installing this feature, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/ development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site. The XML automated assignments feature includes a Component service that can help you create or update multiple assignments simultaneously by parsing through assignment data located in XML files that you create. After the service parses the data, it either creates a new assignment on the indicated server, or it updates an existing assignment (if the assignment name in the XML file matches an existing assignment name on the selected server in Symposium Call Center Server). When you create the XML file, you can specify whether you want the service to create an ad hoc assignment (one that is run immediately), or a scheduled assignment. If it creates a new scheduled assignment, then you must use the Contact Center Management component to manually schedule and activate the assignment; if it updates an existing scheduled assignment, then the schedule still applies and the assignment is still active. However, note that if you want the assignment to run only at the scheduled time, then you must select the Schedule option in the XML file. If you choose the Execute Now option, then the scheduled assignment will run twice: it will run immediately and at the scheduled time. If you do not include the <EXECUTENOW> field in your XML file, or if you type an invalid value in this field, then the system defaults to scheduling the assignment, and you must use Contact Center Management to manually schedule the new assignment.
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Note: This feature does not include an interface for writing the XML files. Instead, you must create the files using a proprietary tool of your choice, designed to the specifications listed in “Specifications for XML files” on page 846. For guidance on creating the XML files, you can view the sample files that are shipped with the Symposium Web Client software. These files are located on the application server in the folder C:\Program Files\Nortel Networks\WClient\ Server\XMLAssignments\Sample XML Files, where C is the drive on which you installed Symposium Web Client.
Prerequisites Before you can use this feature, you must
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install it manually For more information, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site. be familiar with creating XML files This feature does not include an interface for creating the XML files. However, it does include an XML schema. This file describes the format in which you must generate the files using the tool of your choice—either a Work Force Management (WFM) system or another third-party application—so that they can be interpreted by this feature. The file is called SWCXMLAssignments.xsd and is located in the following folder on the application server: C:\Program Files\Nortel Networks\WClient\ Server\XMLAssignments, where C is the drive on which you installed Symposium Web Client.
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Limitations This section lists the maximum number of agent to skillset and agent to supervisor assignments that you can set up and schedule to run concurrently using this feature. Supervisor assignment limits You can create an agent to supervisor assignment that contains a maximum of 1000 entries, where assigning an agent to a supervisor is considered an entry. Nortel Networks recommends that you do not run multiple supervisor assignments concurrently. Skillset assignment limits You can create an agent to skillset assignment that contains a maximum of 1000 entries, where assigning an agent to a skillset is considered an entry and where the number of skillsets times the number of agents involved is less than 5000. Nortel Networks recommends that you do not run multiple skillset reassignments concurrently. Generally, Nortel Networks recommends that you do not reassign more than 2500 entries per hour, a figure is based on operational experience. However, due to the broad spectrum of processor speeds and the diversity of call centers, this value is a guideline rather than a strict limit.
Overview of steps The XML automated assignments feature involves the following general steps: 1.
You create separate XML files for agent to supervisor and agent to skillset assignments using the tool of your choice (for example, a WFM system).
2.
You place the XML files in the designated drop folder. This is the folder that you specified during the installation of the XML automated assignments feature. If you did not choose a specific folder, then place the files in the default folder: C:\Program Files\Nortel Networks\WClient\ Assignments\XMLAssignments, where C is the drive on which you installed Symposium Web Client.
3.
When you place a file in this folder, the service automatically detects it and parses through the file. If you have specified a new assignment name in the file, then the program creates a new assignment on the server in
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Symposium Call Center Server that you indicated in the file. If you specified an assignment name that already exists on the selected server, then the program updates the existing assignment with the new details. 4.
After it parses through the file, the service deletes it from the drop folder, thus ensuring that only new files are parsed.
5.
If you have created a new ad hoc assignment and have specified for it to Execute Now, then the assignment runs immediately. If you have created a new scheduled assignment, then you must schedule and activate it using the Contact Center Management interface. You can set the new assignment to run ad hoc by specifying Execute Now within the XML file, or schedule it to run on a recurring basis using Contact Center Management.
Note: New scheduled assignments created with the XML automated assignments feature do not run until you activate and schedule them in the Contact Center Management component. However, if you update an existing activated and scheduled assignment by this means, then the schedule is still intact and the assignment is still activated. Note that if you want the assignment to run only at the scheduled time, then you must select the Schedule option in the XML file. If you choose the Execute Now option, then the scheduled assignment will run twice: it will run immediately and at the scheduled time. If you do not include the <EXECUTENOW> field in your XML file, or if you type an invalid value in this field, then the system defaults to scheduling the assignment, and you must use Contact Center Management to manually schedule the new assignment. 6.
If the service encounters errors in the XML file that you have created, then it stops parsing the file, does not create or update the assignment, and it moves the file to the designated drop folder for problem files. If you did not choose a specific location for problem files during the installation, then the program places the files in the default location: C:\Program Files\Nortel Networks\WClient\Assignments\XMLAssignmentError, where C is the drive on which you installed Symposium Web Client. The system notifies you of problem assignments in the Audit Trail component.
Note: The program also rejects files that contain more than 1000 entries, and notifies you of rejected assignments in the Audit Trail component. An example of an entry is assigning an agent to a supervisor or to a skillset. To prevent your files from being rejected, therefore, limit each file to 1000 entries or less. For more information, see “Limitations” on page 843. 844
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If the service has rejected the XML file you have created, fix the problem and place the file in the drop folder to be parsed again. Continue this process until the service successfully parses the file and creates or updates the assignment. Then schedule and activate the assignment in Contact Center Management, if required.
Who should use this feature This feature is designed for large call centers in which, regardless of the number of skillsets associated with an agent, only one skillset is active at any time or in any physical location in the call center. Some possible scenarios where this feature can be used follow:
An agent is assigned to three skillsets during normal traffic periods, but during busy hours, you can use the XML automated assignments feature to assign this agent to additional skillsets. An agent may be in Standby mode for certain skillsets during non-peak times. However, during busy periods, you can use this feature to schedule an assignment that gives the agent a priority for these skillsets. You can run a second assignment later to put the agents into Standby mode again. An agent answers calls in the morning and in the afternoon, is in training, meetings, or does other work. You can use this feature to place these agents in Standby mode in the afternoon. You can also use this feature in cases where agents handle voice calls in the morning and then, in the afternoon, handle e-mail, web requests, and so on.
Example Your call center has 500 agents, each of whom rotates daily in free seating mode within his or her team, with the skillset changing according to the seat the agent occupies. In this example, agent John Smith works with skillsets S1, S2, and S3. On Monday morning, he works in area 1 (dedicated to skillset S1), in the afternoon, John works in area 2 (dedicated to S2), on Tuesday he works in area 3 (dedicated to S3), and so on.
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You must create separate XML files—different files for agent to skillset and agent to supervisor assignments—that contain the assignment data for all 500 agents and their supervisors for each seat rotation period. In this scenario, therefore, you create separate agent to supervisor and agent to skillset assignment files for the Monday morning period, new files for the assignments on Monday afternoon, more files for Tuesday morning, and so on. Once you create the files and are satisfied that they conform to the standards listed in “Specifications for XML files” below, you must copy them to the designated drop folder. When you place the files in this folder, the program automatically parses through the assignment data and creates or updates the assignment for all 500 agents. If you are creating new scheduled assignments, then you must use Contact Center Management to schedule and activate the assignments. If you are updating existing scheduled and activated assignments, then the assignments still use the same schedule and you do not need to use Contact Center Management.
Specifications for XML files Valid XML files must contain the following data items for the service to parse them successfully:
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Version The service uses the version field to identify the XML Schema version used by the XML file. Assignment name This is an alphanumeric data field that identifies the name of the assignment to be created or updated. This data is enclosed within the XML tags
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assignment is to be created or updated. Type the IP address of the server in Symposium Call Center Server on which you want to create the assignment. This data is enclosed within the XML tags
Agent details The agent details section contains data that uniquely identifies an agent (for example, the agent’s first name, last name, and phoneset login ID). In this section, the first name and last name data is optional; the login ID is mandatory. This data is enclosed within the following XML tags:
Skillset details The skillset details contain the skillset name and priority for the agent to skillset assignment. This data is enclosed within the following XML tags:
<SKILLSET>
The XML skillset tag <SKILLSET> is embedded within the agent XML tag
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<SKILLSET>
Supervisor details The supervisor details section contains data that uniquely identifies the supervisor to whom the agent is to be assigned. In this section, the name data is optional; the ID is mandatory.This data is enclosed within the following XML tags:
The supervisor XML tag <SUPERVISOR> is embedded within the agent XML tag
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What’s next? After you create assignments in Contact Center Management, create report groups, partitions, and access classes in the Access and Partition Management component. Then you can create Web Client users, and assign them basic access rights, partitions, access classes, and supervisor/reporting agent combinations.
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Section D: Access and Partition Management
In this section Overview
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Creating report groups
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Creating partitions
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Creating access classes
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Adding and configuring users
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Supervisor/reporting agents feature
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Overview Introduction You can use the Access and Partition Management component to create Web Client users and assign them the appropriate access privileges to the system. Web Client users can log on to the application server and use the Symposium Web Client components to which they have been given access. You can control their access privileges by assigning these users basic access rights, access classes, partitions, and supervisor/reporting agent combinations. Note: To add a Symposium Call Center Server user (agent, supervisor, or supervisor/agent), you must use the Contact Center Management component, or use the spreadsheet in the Configuration component. Some Symposium Call Center Server users (supervisors and supervisor/agents) may also be Web Client users and be given a Web Client user ID and password to access the application server; however, many Symposium Call Center Server users will never use Symposium Web Client. You can use Access and Partition Management to add, edit, view, or delete
Symposium Web Client users
partitions
access classes
report groups for Historical Reporting
basic access rights to different Symposium Web Client components
Access rights, access classes, partitions, and supervisor/reporting agent combinations There are four mechanisms in Symposium Web Client that you can use to control the data that users can access in the call center:
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basic access rights to each component in Symposium Web Client
access classes
partitions
supervisor/reporting agent combinations Symposium Call Center Web Client
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Access rights The most basic level of security is the overall right to access the components within Symposium Web Client. When you add Web Client users in Access and Partition Management, you can specify which components the users can access. If you do not grant a user basic access to a component, then the component is not visible to the user on the Symposium Web Client launchpad. Access classes Access classes allow you to control the actions (for example, none, read only, read/update, read/update/create/delete) that users can perform when configuring the call center while using the Contact Center Management, Configuration, and Scripting components. Note: Access classes are not defined for any of the remaining Symposium Web Client features. To perform all functions in these components, users require only basic access rights. Partitions Partitions allow you to specify which data Web Client users can view and manage on a per-server basis in Real-Time Reporting, Historical Reporting, and Contact Center Management. After you grant users basic access rights to these components, you can control the data they can access on each server by adding the data elements to the partition assigned to the users. You can, for example, give a user access to data on only one server in the network. Supervisor/reporting agent combinations Similar to a partition containing only agents, this feature enables you to link supervisors (and all their reporting agents) to a Web Client user on a per server basis. For a Web Client user who is also a supervisor, you can link the two profiles, ensuring that the supervisor automatically sees all his or her agents in the historical reports, real-time displays, and in Contact Center Management. Unlike partitions in which you can choose individual agents, in the supervisor/ reporting agent feature, you cannot specify the particular agents that a user can see; once you associate a Web Client user with a supervisor, then the user automatically sees all the supervisor’s reporting agents.
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Note: In most cases, the supervisor/reporting agents feature only works in conjunction with partitions: you must assign both a partition and a supervisor/ reporting combination to a user to restrict the user to seeing his or her reporting agents. The exception to this rule is in Real-Time Reporting, specifically for the private agent real-time displays and agent map displays. If you have assigned the user only a supervisor/reporting agent combination in Access and Partition Management (not a partition), then the user can apply this supervisor/reporting agent combination to either a private agent real-time display, or an agent map display to view only those reporting agents. For more information, see Appendix G, “Supervisor/reporting agents matrix.” Together, these four features allow you to tailor access rights to suit every user in the call center. Example You first grant a user general access to Contact Center Management. Then you define the actions the user can perform in Contact Center Management. For example, you can give the user Edit Agent and Supervisor Properties access in CCM. Finally, you specify the data that the user can see in Contact Center Management by defining a partition containing the appropriate agents and assigning it to that user, or by assigning both a partition and one or more supervisor/reporting agent combinations to the user. When the user opens the Contact Center Management component, he or she can see only the agents specified in the partition, or the agents reporting to the supervisor associated with this user (or both), and can edit, read, and update agents and supervisors. For more information about the Contact Center Management access classes, see the online Help included with the application. Security level
Resulting example
Grant overall access rights to Access to Contact Center individual components for the user. Management. Define an access class for the user. Edit Agent and Supervisor Properties access in CCM.
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Security level
Resulting example
Define a partition with various data.
A partition with agent data.
Assign that partition to the user, or assign the user both a partition and a supervisor/reporting agent combination.
When the user opens the Contact Center Management component, he or she sees only the agents specified in the partition, or the agents in both the partition and supervisor/reporting agent combination, and can edit, read, and update agents and supervisors.
ATTENTION
If you do not assign a partition to a user, then that user can see all data pertaining to the call center in Historical Reporting and Contact Center Management on each server in the network, regardless of whether you assign the user a supervisor/reporting agent combination. This is assuming that the user has been given basic access rights to these components. In Real-Time Reporting, however, the data the user can see varies based on the type of display the user opens and whether the user has been assigned a partition or a supervisor/reporting agent combination (or both). For more information, see Appendix G, “Supervisor/reporting agents matrix.”
Creating report groups, partitions, and access classes This section provides a high-level overview of the following tasks:
creating report groups
creating partitions
creating access classes
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Note: After you perform these tasks, you must add and configure Web Client users. When you configure Web Client users, you assign them basic access rights, partitions, access classes, and supervisor/reporting agent combinations. For more information, see “Adding and configuring users” on page 881. After clicking Access and Partition Management from the launchpad, choose from the options on the View/Edit menu to load the corresponding data in the tree. To add new items, select the option from the Add menu. For example, to add new partitions, click Add ➝ Partitions to work in the new partition window. Access and Partition Management main window
For detailed step-by-step procedures on using the Access and Partition Management component, see the Symposium Web Client online Help. For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Creating report groups Introduction Since report groups are added to partitions, you may want to create the report groups before you define the partitions and assign them to users. There are two categories of report groups in Historical Reporting:
Public report groups These report groups contain the standard public report templates. The six public report groups are Agent Performance, Configuration, Call-by-Call, Networking (only networking versions of the M1/Succession 1000/M1 IE switches), Others, and NCC (on the NCC only).
Note: The current release of the Succession 1000 switch only supports networking over ISDN trunks.
Custom report groups These report groups contain the report templates that users belonging to the group have customized and want to share with other members of the report group. The custom report groups that you create in this window are for use in Historical Reporting. You can assign any unique name to these groups.
Public report groups versus custom report groups Unlike the public report groups that contain all of the standard templates, custom report groups do not contain any standard templates. The custom report groups that you create in Access and Partition Management are folders that enable Historical Reporting users who belong to the same group to share their customized reports. Users can customize a standard template and save it in their group folder so that other group members can use the same customized report. You can create custom report groups to reflect each department in your call center, such as the Sales Group or the Marketing Group. If you are configuring a shared call center, you can also create separate groups for each company sharing the call center, such as the Best Air Group and the Econo Air Group. In this way, you can keep customized reports that contain company information separate from other companies in the same call center. Planning, Installation, and Administration Guide
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Note: The data shown in each report is based on the partitions assigned to the user and the selection criteria the user applies to the report. Report groups also enable you to grant a user access to a very limited number of reports. For example, if you do not want to give a user access to any of the standard report templates, you can create a custom report group and add it to the partition assigned to the user. When the user opens Historical Reporting, he or she sees only the custom report group folder, and can only see reports that other members of the group have saved in the group folder. After you create a report group, you must add it to a partition created under the same server as the report group. Then you must assign the partition to the users belonging to the report group. When these users log on to Symposium Web Client, they see the report group name in Historical Reporting under the server where you created it. To add a report group Select Add ➝ New Report Group from the toolbar.
Note: Do not use the ampersand symbol (&) in the report group name.
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Report Group Properties window
Once you name the Report Group and identify the server to which you are adding the Report Group, click Submit. The new Report Group appears on the system tree under Report Groups.
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Creating partitions Introduction To create a new partition, click Add ➝ New Partition from the toolbar in the Access and Partition Management main window. Note: Do not use the ampersand symbol (&) in the partition name. Partitions window
This window enables you to select elements to add to your partitions on a perserver basis. First, in the system tree, click the desired server, and then click the tabs in the right pane to load the server’s data elements. Select the elements that you want to include in the partition.
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Repeat this procedure with each server containing data that you want to add to the partition. You must click Submit to save your partition. For step-by-step procedures on partitions, see the online Help included with the application. Notes:
Click a partition name in the tree to view the list of users who are currently assigned the partition. To give users access to data on more than one server in your network, you can create a partition that spans multiple servers. However, note that when doing so, you must choose the partition properties on each server for the user to be able to see the data on these servers. For example, to enable a user to see agents configured on two servers, you must select this agent on each server individually when configuring the partition. If you only choose elements on one server for the partition, then the users assigned the partition can only see the data on this one server. If there are a large number of agents configured on the server, when you click the Agents tab, you may have to wait a few moments while the system retrieves the agent data. When you are editing partitions, note that the greater the number of users assigned the partition that you are editing, the greater your performance hit, particularly if these users have Real-Time Reporting filters configured. Nortel Networks recommends that you keep the amount of data included in each partition as minimal as possible, since smaller partitions lead to more efficient application response time. Nortel Networks also recommends, therefore, that you configure and assign your partitions according to your company’s internal departmental organization, granting users access only to the data that they need to see on a regular basis.
Partition properties When you create a partition, you can specify the following types of data:
agents
skillsets
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report groups
applications
CDNs
DNISs
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When you assign a partition to a user that contains all six types of data, the user sees either all of the data types in the partition, or a fraction of them, depending on the Symposium Web Client component that the user is using. The Symposium Web Client components are each designed to allow users to work with particular types of data. For example, Contact Center Management is strictly for configuring and managing call center supervisors, agents, and for assigning agents to skillsets; therefore, the only partition elements that appear in Contact Center Management are agents and skillsets. If you do not include certain types of data in a user’s partition, then the user does not see this data. For example, if you do not include CDNs and DNISs in the user’s partition, then the user sees no CDNs or DNISs in Historical Reporting. Note: Users are restricted to viewing their partitioned skillsets in Contact Center Management only if you assign to them an access class containing the Use Agent & Skillset Partitions in CCM access level. If you do not assign this access level to the user, then he or she sees all configured skillsets in Contact Center Management, regardless of whether they are included in their partition. If you assign a partition containing all six elements to a user, the user sees the following elements in each of the Web Client applications: Component
Historical Reporting
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Types of data available in the partition
skillsets
agents
applications
CDNs
DNISs
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Types of data available in the partition
skillsets
agents
applications
agents
skillsets*
* Only if you assign the Use Agent & Skillset Partitions in CCM access level to the user. Otherwise, the user sees all configured skillsets in Contact Center Management, regardless of whether there are skillsets in the partition. A partition can contain any combination of the six elements, but it does not have to contain all elements. For example, it can contain only skillsets and agents, but not CDNs, DNISs, applications, or report groups. After you create the partition, you must assign it to the appropriate Symposium Web Client users. Once you assign the partition, the user can view the partitioned data in the real-time displays, historical reports, and in Contact Center Management. Note: The previous limit on the number of each element that could be added to a partition (999) has been removed. For tips on how to correctly configure partitions, see the section '“Tips for optimum server performance” on page 928.
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If you do not assign a partition to a user, then that user can see all data pertaining to the call center in Historical Reporting, Contact Center Management, and in the public agent real-time displays in Real-Time Reporting on all servers in the network, regardless of whether you have assigned a supervisor/reporting agent combination to the user. The private agent real-time displays and agent map graphical displays behave differently than the public displays. For more information, see Appendix G, “Supervisor/reporting agents matrix.”
If you only assign the user a partition, then keep in mind that users cannot see data that is not included in their partition. Therefore, when you add an agent in Contact Center Management, you must also add the agent to the user’s partition to enable the user to see the agent in the real-time displays, historical reports, and in Contact Center Management. However, if you assign the user both a partition and a supervisor/reporting agent combination, then you do not have to update the user’s profile when you add a new agent who is assigned to the user; the supervisor/ reporting agent combination is automatically updated as new agents are added and, therefore, always includes all agents assigned to the supervisor. For more information, see the “Supervisor/reporting agents feature” on page 883.
Note: When creating and assigning partitions, the following factors increase the performance hit for the users to whom you assign the partitions when they connect to Symposium Web Client:
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The greater the amount of data that you include in each partition, the greater the performance hit. The more partitions you assign to users, the greater the performance hit.
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The previous limit on the number of each element that could be added to a partition (999) has been removed. For tips on how to correctly configure partitions, see the section '“Tips for optimum server performance” on page 928.
Nortel Networks recommends, therefore, that you configure and assign your partitions according to your company’s internal departmental organization, granting users access only to the data that they need to see on a regular basis.
Agent partitions and supervisor/reporting agent combinations In addition to assigning a Web Client user a partition, you can assign the user a supervisor/reporting agent combination. The supervisor/reporting agents feature is similar to agent partitions, but it only works in conjunction with partitions (except in the case of private agent real-time displays and agent map displays, in which case, partitions are not mandatory). If you do not assign a partition to a user, then that user can see all data pertaining to the call center in Historical Reporting, Contact Center Management, and in the public agent displays in Real-Time Reporting on all servers in the network, regardless of whether you have assigned a supervisor/reporting agent combination to the user. For the private agent real-time displays and agent map displays, however, if you assign the user only a supervisor/reporting agent combination (not a partition), then the user can assign this combination to the display (just as the user would apply a custom filter), to view only those reporting agents on the display. Partitions are not required to limit the agents the user sees in these types of displays. For more information, see the “Supervisor/reporting agents feature” on page 883, and Appendix G, “Supervisor/reporting agents matrix.” Note: If there are a large number of agents configured on the server, when you click the Agent tab, you may have to wait a few moments while the system retrieves the agent data and populates the tab.
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When you assign a Web Client user a partition containing agents, it is similar to assigning the user a supervisor/reporting agent combination, except for the differences outlined in the following table: Partitions containing agents
Supervisor/reporting agent combination
You can customize partitions.
You cannot customize supervisor/ reporting agent combinations.
You can specify which agents you want the Web Client user to see, on a per server basis.
Partitions are not dynamic.
When you assign a new agent to a supervisor, you must manually update the partition assigned to the supervisor (the Web Client user) to include the new agent.
When you assign a Web Client user a supervisor/reporting agent combination, you automatically grant the user access to all the supervisor’s reporting agents, on a per server basis.
Supervisor/reporting agent combinations are dynamic.
When you assign a new agent to a supervisor, the corresponding supervisor/reporting agent combination is automatically updated to include the new agent. Any Web Client users who have this supervisor/reporting agent combination assigned to them automatically have access to this new agent.
Example Based on your call center configuration, you may want to use a combination of partitions containing agents and supervisor/reporting agent combinations. For example, you may want to enable a user to always see his or her reporting agents plus three other agents who are not assigned to the user (so that he or she can act as the associated supervisor for these agents). In this case, you assign the user a partition containing the three associated agents and the supervisor/reporting agent combination containing the user’s own agents.
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To see an example of how to configure a Web Client user and assign him or her partitions, supervisor/reporting agent combinations, and other features such as access classes and report groups, see “Sample task flow for configuring Web Client users” on page 894. Partitions in Historical Reporting, Real-Time Reporting, and Contact Center Management Note: This section only includes information on partitions; it does not include details on the supervisor/reporting agents feature. For more information on this feature, see the “Supervisor/reporting agents feature” on page 883. Users are restricted to viewing only the types of data included in the partition assigned to them. (However, users can see all data if they are not assigned a partition.) For example, if you assign a partition to a user that only contains report groups, then that user sees no data in Real-Time Reporting or Contact Center Management because report groups do not apply to either of these components. Likewise, in Historical Reporting, this same user sees the report groups included in the partition, but does not see any data because only report groups are included in the partition assigned to the user. Therefore, when you create and assign a partition to users, you must consider the types of data that these users have to monitor in the real-time displays, historical reports, and in Contact Center Management. Notes:
If you do not assign a partition to a Historical Reporting user, then the user automatically has access to all data and all public report templates (the standard report templates included with Symposium Web Client). If you do not assign a partition to a Real-Time Reporting user, then the user sees all data in the real-time displays, assuming that the user has been given basic access rights to this component. If you do not assign a partition to a Contact Center Management user, then the user sees all data in the Contact Center Management windows to which he or she has been given access.
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Partitions and selection criteria in Historical Reporting In Historical Reporting, if users do not choose the data elements they want to see in a report by defining the selection criteria, then the generated report automatically includes all the data in the user’s partition that is applicable to the report type. For example, if the user generates an Agent Performance report and does not select any agents, the report includes all agents in the user’s partition. The exception to this rule occurs when
the partition contains more than 250 data elements of a particular type (for example, more than 250 agents) the user does not define the selection criteria
In Symposium Web Client, users can select a maximum of 250 elements to include in the report. However, when they do not make a selection, and when the partition contains more than 250 data elements, the generated report contains all data configured in the system, including data outside the partition. If the partition contains 250 agents or less, and the user does not define the selection criteria, then the report contains only the agents in the user’s partition. It is recommended, therefore, that administrators remind Web Client users to define the selection criteria before generating reports. If the user wants to view more than 250 elements in the report, then Nortel Networks recommends that he or she generate more than one report, defining the selection criteria for each report separately. Partitions and filter sets in Historical Reporting In Historical Reporting, users can specify the applications, DNISs, routes, and skillsets that they want to see in both standard and private network-consolidated historical reports by creating filter sets. Users can choose from among those items included in the partitions assigned to them. They can select multiple resource items across multiple sites in the network and save them in one filter set. This option is available to users only if you have assigned a partition to them. Users who do not have partitions assigned to them cannot create filter sets in Historical Reporting.
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Note: Filter sets are not dynamic. This means that if a user creates a filter set, and then you subsequently remove some of the items from the user’s partition that the user has saved in the filter set, these items are still included in the filter set even though they are no longer in the user’s partition. The only way to prevent the user from accessing these items in the network-consolidated historical reports, therefore, is to delete the filter set, and notify the user that he or she must create a new filter set, choosing from among the newly partitioned items. Partitions and filters in Real-Time Reporting In Real-Time Reporting, users can specify the data that they want to see in their private real-time displays and the agent map graphical displays by creating filters and assigning the filters to the display. However, this option is available to users only if you have assigned a partition to them. Users who do not have partitions cannot create filters in Real-Time Reporting. Partitions in Contact Center Management In Contact Center Management, you can control the agents that users see by adding them to a partition and assigning it to the appropriate users. Optionally, you can also control the skillsets that Contact Center Management users see by adding the skillsets to the partition assigned to the users, and then assigning these users an access class containing the Use Agent & Skillset Partitions in CCM access level. If you do not assign this access level, then users see all configured skillsets in Contact Center Management, regardless of the skillsets in their partitions.
Partitions and your call center Partitions are especially useful when competing companies share the same call center. In the following example, the two companies that share the call center are Best Air and Econo Air. To grant users access to data pertaining only to their company, administrators can create partitions within the call center and assign the partitions to different users, thereby restricting the view of the call center data that each user has.
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For example, at a Toronto call center, there are 18 skillsets, 10 of which apply to agents answering calls for Best Air, while the remaining 8 skillsets apply to agents answering calls for Econo Air. To divide the call center so that supervisors see only the call activity applicable to their company, the call center administrator creates the following two partitions at the Toronto site:
The first partition contains the 10 Best Air skillsets and the agents that answer these calls. The second partition contains the 8 Econo Air skillsets and the agents that answer these calls.
After creating these partitions, the call center administrator assigns them to the appropriate supervisors. When the supervisors view the Real-Time Reporting displays or the historical reports, they see only those elements in the partitions to which they belong. Note: Partitions can only restrict one element at a time. For example, when a user runs a Skillset by Agent Performance report, he or she can choose to view agents from among those included in their partitions. However, sometimes an agent in the user’s partition may be assigned to a skillset that is outside the user’s partition. If a call is routed to an agent for a skillset that is not included in the user’s partition, then the call statistic (and possibly the skillset details) appear in the Skillset by Agent Performance report. Partitions are also useful if you want to separate your call center into different departments within the same company. For example, the administrator can create separate partitions for the Sales and Marketing departments, and assign each partition to supervisors working in each department. Notes:
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If an administrator does not assign a partition to a user, then that user can see all data pertaining to the call center in Real-Time Reporting, Historical Reporting, and Contact Center Management. In this example, therefore, if the administrator does not assign a partition to the supervisors, then the real-time displays, historical reports, and all windows in Contact Center Management to which the user has access contain all data configured on the selected server.
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When creating and assigning partitions, note that the following factors increase the performance hit for the users to whom you assign the partitions when they connect to Symposium Web Client: The greater the amount of data that you include in each partition, the greater the performance hit. The more partitions you assign to users, the greater the performance hit. Nortel Networks recommends, therefore, that you configure and assign your partitions according to your company’s internal departmental organization, granting users access only to the data that they need to see on a regular basis.
For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Creating access classes Introduction To create a new access class, select Add ➝ New Access Class from the toolbar in the Access and Partition Management main window. Note: Do not use the ampersand symbol (&) in the access class name. Access class window
When you create a new access class, use a descriptive name for the type of user who will have this access level, or the type of privileges available at this access level. Once you type the name for the new access class, you must select each of the servers on which you want to create the access class. The server’s access class elements appear. 872
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Notes:
You create an access class that spans multiple servers (if you work in a network), but you must choose the access class properties on one server before selecting the next server. The access class settings for all properties default to None for each server, except the CCM Partitions access class heading, which defaults to Use Agent Partitions in CCM. To grant access on all servers in your network, you must configure each server shown in the list of servers. When you grant a user access privileges that span multiple servers, the user only needs to log on to one server—the application server—to access all servers included in the access class. Users no longer need to log on to each individual server to which they have access. To view the list of users who have been assigned the access class, click the access class name in the tree. The lists of users currently assigned appears in the right pane.
Selecting access levels within access class elements From the drop-down lists beside the access class elements, you can select the access levels for the elements that you want to make available to this access class. The access class elements shown correspond to three Symposium Web Client components: Configuration, Scripting, and Contact Center Management. Users do not require an access class to work in any other component; instead, they only require basic access rights. For a complete description of the access class levels and the actions they enable users to perform, see the online Help. Configuration access class elements If you grant the user basic access to Configuration, you must also assign an access class to the user that includes at least one of the Configuration access class elements, such as skillsets or DNISs. If you do not assign the user an access class with at least one of these privileges on at least one server, then the user sees nothing in Configuration.
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Scripting access class elements If you grant the user basic access to Scripting, then you must also assign an access class to the user that includes at least one of the Scripting access class elements: Scripts, Script Variables, or Application Thresholds. If you do not assign the user an access class with at least one of these privileges on at least one server, then the user sees nothing in Scripting. Contact Center Management access class elements If you grant the user basic access to Contact Center Management, then the user can open Contact Center Management and see the opening window with the configured servers. However, to log on to the servers in each of the data views and work with data, the user requires the following access class levels:
To log on to a server in agent view and see the agent details in all views, the user requires at least the View Agent Properties level of access under the CCM access class element on at least one server. To log on to a server in skillset view and view agent to skillset assignments, the user requires at least the View Assignments access level under the Skillset Assignment access class element. To log on to a server in supervisor view and view agent to supervisor assignments, the user requires at least the View Assignments access level under the Agent to Supervisor Assignment access class element. To log on to a server in assignments view and work with either agent to skillset or agent to supervisor assignments, the user requires at least the Schedule Assignments access level under either the Skillset Assignment or Agent to Supervisor Assignment access class elements (or both) on at least one server.
Access classes and servers In Symposium Web Client, each access class that you create spans multiple servers (if you work in a multiple Symposium Call Center Server environment). However, you configure and manage the access classes by logging on to just one server—the application server, where access classes are stored.
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The following diagram outlines a simplified network configuration for Symposium Web Client. When you log on to the application server from a client workstation, you can use the Access and Partition Management component to configure access classes for the servers in Symposium Call Center Server, and for the Network Control Center (NCC) server.
Each access class that you create spans all servers in the network, even if you do not select any access class elements on a particular server. For example, in the above network scenario, you create an access class that contains Configuration access elements only on the NCC server, and you assign it to a user. By not specifying any access elements on any other server in the network, you limit the user’s actions on all servers, not just on the NCC server. This user does not have access to any of the Configuration elements on either of the servers in Symposium Call Center Server; the user can only perform the actions included in the access class to configure the NCC server. If the user needs to configure either of the servers in Symposium Call Center Server, you must edit the user’s access class to include access rights on the other servers. Note: When you grant a user access privileges that span multiple servers, the user only needs to log on to one server—the application server—to access all servers included in the access class. Users no longer need to log on to each individual server to which they have access. Planning, Installation, and Administration Guide
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Defining typical call center administrator access The following is an example of the access privileges that an administrator might have in a typical call center on at least one server in the network. He or she can do the following:
Read, update, create, and delete all call presentation classes, skillsets, activity codes, phonesets, DNISs, routes, IVR ACD-DNs, CDNs, scripts and script variables, formulas, threshold classes, and all users, including supervisors. This user can also assign Web Client user IDs and passwords to the supervisors and supervisor/agents who need to log on to the application server and use Symposium Web Client (and then the administrator must finish configuring the new Web Client user profile in Access and Partition Management). View and assign all agents in agent to supervisor assignments and agent to skillset assignments. Create and run any report in Historical Reporting, and create and view all real-time displays.
Edit all historical statistics, real-time statistics, and applications.
View the status of Emergency Help requests.
To give a call center administrator these sample access privileges in Symposium Web Client, you must use a combination of two levels of security: basic access rights and access classes. Note: To ensure that the administrator always has access to all data on the applicable server, do not assign the administrator a partition. If you do not assign a partition, the user automatically sees all available data. Conversely, to restrict the administrator’s access to specific data, assign the administrator a partition containing only the applicable data on the appropriate server. 1.
Create an administrator access class that contains read, update, create, and delete access for the following elements on the applicable server: call presentation classes, skillsets, activity codes, phonesets and voice ports, DNISs, routes, IVR ACD-DNs, CDNs, formulas, threshold classes, scripts, and script variables. This access class must also contain read and update access for historical statistics, real-time statistics, and application thresholds, as well as add, edit, delete agents and supervisors access in CCM, and schedule
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assignments access under both the Agent to Supervisor Assignment and Skillset Assignment access class elements. 2.
Create the administrator user profile in Access and Partition Management, and give the administrator basic access rights to all components in Symposium Web Client, except Access and Partition Management. (Users who have basic access to Access and Partition Management have overall administrative privileges, and can create and delete access classes, partitions, report groups, and Web Client users. There must be one administrator with this privilege in the call center network.) When you grant basic access to the remaining components of Symposium Web Client, you enable the administrator to create and run any report in Historical Reporting, create and view all real-time displays, and view the status of Emergency Help requests. Note: When you grant users basic access to Real-Time Reporting and Historical Reporting, they can access these components on all servers in the network. However, you can restrict the data that a user can view on each server by assigning a partition to the user. For example, if a user should not have Real-Time Reporting capabilities on one server, then you can assign a partition to the user that does not contain any data for that server. The user can still open the Real-Time Reporting component on that server, but cannot view any data in any of its real-time displays.
3.
Assign the access class to the administrator.
If the administrator requires access privileges on more servers in the network, you can add the access privileges on the additional servers to the administrator’s access class.
Defining typical supervisor access The following is an example of the access privileges that a typical call center supervisor might have on one server in the network. He or she can do the following:
View and edit agents and supervisors, and view and assign all agents in agent to supervisor assignments and agent to skillset assignments.
Create and run agent performance reports in Historical Reporting.
Create and view all real-time displays.
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View the status of Emergency Help requests.
To give a call center supervisor these access privileges in Symposium Web Client, you need to use a combination of up to four features: basic access rights, access classes, partitions, and, optionally, supervisor/reporting agent combinations. 1.
Create a supervisor access class that contains edit agent and supervisor properties access for CCM, and schedule assignments access for both Agent to Supervisor Assignments and Skillset Assignments on the applicable server. This access class enables the supervisor to view and edit agents and supervisors, assign agents to partitions in Contact Center Management, view and assign all agents in agent to supervisor assignments and agent to skillset assignments, and schedule these assignments.
Note: If you do not want to allow the supervisor to view and edit users, but only want to allow him or her to create ad hoc assignments, then the access class must contain Ad Hoc Assignments access for agent to supervisor assignments and agent to skillset assignments. It does not include any access level in the CCM access class element. 2.
Create a partition on the appropriate server that contains all the supervisor’s agents, the appropriate skillsets, applications, and the Standard Agent Performance report group. This partition enables the supervisor to work with his or her agents in Contact Center Management, view these agents, skillsets, and applications in the Real-Time Displays, and run any agent performance reports. Tip: Since partitions are not dynamic, whenever you assign an agent to a supervisor, you must update the partition assigned to the supervisor to include the new agent; otherwise, the supervisor will not see the agent in the real-time displays, historical reports, or in Contact Center Management. To avoid having to update the list of agents in the partition, you can use the supervisor/reporting agents feature, which enables you to associate the supervisor’s Web Client user profile with his or her supervisor profile (which, in turn, is linked to all the supervisor’s reporting agents). This association is dynamic, meaning that each time you assign an agent to the supervisor, the agent is automatically associated with the supervisor profile. In addition to this association, create a partition containing the appropriate
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skillsets, applications, and the Standard Agent Performance report group. The combination of the partition and the supervisor/reporting agent association enables the supervisor to always have an up-to-date list of agents, and to view their skillsets and applications in the real-time displays and historical reports. For more information, see the “Supervisor/reporting agents feature” on page 883. 3.
Create the supervisor user profile in Access and Partition Management and give the supervisor basic access rights to Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help. This enables the supervisor to have basic access to each of these components, create and view real-time displays (containing only the data included in their partition), create and run historical reports (only the agent performance reports included in their partition, and only with the partitioned agents, skillsets, and applications), and view the status of Emergency Help requests. Note: Partitions and supervisor/reporting agent combinations behave differently in Real-Time Reporting, based on the type of display the user opens and whether the user applies a supervisor/reporting agent combination or a filter to the display. For more information, see “Partitions and supervisor/reporting agent combinations in Real-Time Reporting” on page 889.
4.
Assign the access class, the partition, and, optionally, the supervisor/ reporting agent combination to the supervisor’s Web Client user profile.
If the supervisor requires access privileges on more servers in the network, you can add the access privileges on the additional servers to the supervisor access class. To view an example of how to configure a Web Client user and assign him or her partitions, supervisor/reporting agent combinations, and other features such as access classes and report groups, see “Sample task flow for configuring Web Client users” on page 894. Note: If you have included agents in the partition assigned to the supervisor, then whenever a new agent is assigned to the supervisor, you must add the agent to the supervisor’s partition so that the supervisor can monitor the agent in RealTime and Historical Reporting, and can view the agent in Contact Center Management. You can avoid having to update the agents in the partition by Planning, Installation, and Administration Guide
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associating a supervisor/reporting agent combination with the supervisor’s Web Client user profile. This association is dynamic, meaning that each time a new agent is assigned to the supervisor, the agent is automatically associated with the supervisor’s user profile. For more information, see the “Supervisor/reporting agents feature” on page 883. For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Adding and configuring users Introduction You create Web Client users in the Access and Partition Management component. These are the users who log on to the application server to use Symposium Web Client. To add a new Web Client user, select Add ➝ New User from the toolbar in the Access and Partition Management main window. Note: Do not use the ampersand symbol (&) in the user’s name. User Properties window
Assigning basic access rights, access classes, partitions, and supervisor/reporting agent combinations When you define Web Client users, you assign to them Planning, Installation, and Administration Guide
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basic access to the appropriate components within Symposium Web Client access classes that control the actions they can perform in these components (On the Access Classes tab, you can see the Access Classes that you created.) partitions and supervisor/reporting agent combinations that control the data they can see in these components (On the Partitions tab, you can see the partitions that you created; on the Supervisors tab, you can see the list of all supervisors who are configured on each server in your network. Each supervisor name represents the supervisor and all his or her reporting agents.)
ATTENTION
Once you create a user, you cannot modify the user name. You must delete the user and create a new user with the new name.
Users with Access and Partition Management access have administrator privileges in Symposium Web Client, enabling them to perform almost all administrative functions. However, only the default administrator, webadmin, can access and use the Configuration spreadsheets for uploading and downloading configuration data, and can add, edit, and delete servers in Configuration. To view an example of how to configure a Web Client user and assign him or her partitions, supervisor/reporting agent combinations, and other features such as access classes and report groups, see “Sample task flow for configuring Web Client users” on page 894. For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Supervisor/reporting agents feature Introduction The supervisor/reporting agents feature enables you to dynamically link a supervisor and all his or her reporting agents with one or more Web Client users, thereby enabling the users to view the agents in Symposium Web Client components, such as Real-Time and Historical Reporting, and Contact Center Management. You assign supervisor/reporting agent combinations to Web Client users by using the Supervisors tab in the User Properties window of Access and Partition Management. Notes:
Partitions and supervisor/reporting agent combinations behave differently in Real-Time Reporting, based on the type of display the user opens and whether the user applies a supervisor/reporting agent combination or a filter to the display. For more information, see “Partitions and supervisor/ reporting agent combinations in Real-Time Reporting” on page 889. For a detailed listing of how this feature works in conjunction with partitions in each of the Symposium Web Client components (Real-Time and Historical Reporting and Contact Center Management), see Appendix G, “Supervisor/ reporting agents matrix.” In most cases, the supervisor/reporting agents feature only works in conjunction with partitions; that is, you must assign the user both a partition and a supervisor/reporting agent combination for the user to see all his or her reporting agents (and any agents in the partition). If you do not assign the user a partition, but only a supervisor/reporting agent combination, then the user sees all agent data. Private agent real-time displays and agent map displays are the exception to this rule. For details, see Appendix G, “Supervisor/reporting agents matrix.”
Tip: To enable the user to always see only his or her reporting agents, assign the user a partition that does not contain any agents and the appropriate supervisor/ reporting agent combination. This way, you do not have to manually update the partition as new agents are assigned to the user because the supervisor/reporting agent combination automatically reflects all new agents. Note, however, that only partitions (and not supervisor/reporting agent combinations) are applicable Planning, Installation, and Administration Guide
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to standard real-time displays. Therefore, if you assign the user a partition containing no agents, the standard real-time displays contain no agent data. In this case, the user must create a private display and apply a filter or the supervisor/reporting agent combination to see agent data. For more information, see “Partitions and supervisor/reporting agent combinations in Real-Time Reporting” on page 889.
User types To fully understand this feature, it is important to outline the difference between the Symposium Call Center Server user and the Web Client user: User type
User definition
Created in
Symposium Call Center Server user
agents, supervisors, supervisor/agents
Contact Center Management or Configuration
Web Client user
Anyone who logs on to Access and Partition the application server and Management ➝ Users monitors the performance and activities of Symposium Call Center Server using Symposium Web Client. This user can be a supervisor or an administrator.
After you create a supervisor’s Symposium Call Center Server user profile in Contact Center Management (or Configuration), to enable the supervisor to log on to the application server and use Symposium Web Client, you must also configure a Web Client user profile for this supervisor. Note: Supervisors who do not need to use Symposium Web Client do not need a Web Client user profile; these supervisors only require a Symposium Call Center Server user profile.
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When you configure the supervisor’s Web Client user profile, you can create a link between two user profiles (the Web Client user profile and the supervisor’s Symposium Call Center Server user profile) by using the Supervisors tab in Access and Partition Management. Each name on the Supervisors tab represents a supervisor and all his or her reporting agents on a per server basis. Therefore, when you link a supervisor’s name with a Web Client user, you automatically enable this user to see all the supervisor’s reporting agents. This association is dynamic, meaning that each time a new agent is assigned to the supervisor, the agent is automatically associated with the supervisor’s Web Client user profile (unlike agent partitions, which must be updated manually whenever a new agent is assigned to the supervisor). For more information, see “Agent partitions and supervisor/reporting agent combinations” on page 865. You can use this feature to enable a supervisor to view all his or her own reporting agents, or you can enable one supervisor to see all the reporting agents of another supervisor. For more information, see “Supervisors and associated supervisors” on page 886. The following example shows how to enable supervisor Andrew Engel to view all his own reporting agents. Example In Contact Center Management you have created Symposium Call Center Server user profiles for supervisor Andrew Engel and the following five agents who report to him:
Maggie Mok
Sonia Braga
George Smitts
Jane Michkam
John Nelson
The graphic on page 886 shows how you configure Andrew Engel’s Web Client user profile in Access and Partition Management. This example assumes that you have assigned Andrew a partition in the Partitions tab. Then click the check box beside Andrew Engel’s name in the Supervisors tab to link both of his user profiles and enable him to see all his reporting agents in Real-Time and Historical Reporting and Contact Center Management (the components to which you have given him basic access).
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Note: For more information about the effect of supervisor/reporting agent combinations in Real-Time Reporting, see “Partitions and supervisor/reporting agent combinations in Real-Time Reporting” on page 889. For a detailed listing of how this feature works in conjunction with partitions in each of the Symposium Web Client components (Real-Time and Historical Reporting and Contact Center Management), see Appendix G, “Supervisor/reporting agents matrix.”
Note: To enable Andrew Engel to see all the reporting agents of the other supervisor configured on server ptorc00j, click the check box beside Liz Matthews’ name. This way, Andrew Engel can act as the associated supervisor for her agents. For more information, see “Supervisors and associated supervisors” below.
Supervisors and associated supervisors You assign agents directly to a supervisor who has the primary responsibility for them. In the Symposium Call Center Server client, when this primary supervisor is unavailable, an associated supervisor provides backup by monitoring the agents in the real-time displays and historical reports. In Symposium Web Client, the concept of an associated supervisor differs slightly from the Symposium Call Center Server client. Instead of designating associated supervisors, you can use two features—partitions or the supervisor/ reporting agents feature—to share supervisors’ agents with other supervisors who can monitor their agents in their absence. 886
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Note: In most cases, the supervisor/reporting agent feature only works in conjunction with a partition. If you do not assign a partition to the user, but only a supervisor/reporting agent combination, then the user sees all agent data. Private agent real-time displays and agent map displays are the exception to this rule. For details, see Appendix G, “Supervisor/reporting agents matrix.” While partitions enable you to assign specific agents to a Web Client user on a per server basis, the supervisor/reporting agents feature enables you to assign all of a supervisor’s reporting agents to Web Client user on a per server basis. Partitions are useful, therefore, for assigning associated agents (some of a supervisor’s agents to another supervisor), while the supervisor/reporting agents feature is useful for assigning all of a supervisor’s reporting agents. You can use partitions alone, or a combination of both features, to control the agent data that Web Client users can see. Example The company Best Air has two sales departments, Europe and Canada. The two corresponding supervisors for each department are Andrew Engel and Liz Matthews. The administrator creates two partitions for the call center, one for each supervisor. Each partition contains all the associated agents for each supervisor, plus the required skillsets, CDNs, DNIS, applications, and report groups. The administrator also assigns a supervisor/reporting agent combination to each supervisor, enabling them to automatically view all their own reporting agents. In this example, supervisor Andrew Engel has five agents reporting directly to him. These agents are assigned to him in Contact Center Management, and are assigned to his Web Client user profile through the supervisor/reporting agents feature in Access and Partition Management. The partition assigned to him includes seven of the ten agents who report directly to Liz Matthews, making Andrew the associated supervisor for these seven agents. When Liz is unavailable, Andrew can monitor these seven agents in the real-time displays, historical reports, and Contact Center Management, in addition to his own reporting agents. Result in Real-Time Reporting In Real-Time Reporting, Andrew can create and use filters to specify the partitioned agents he wants to see in the private agent real-time displays—in this case, Liz’s agents (Andrew’s associated agents). He can also assign his supervisor/reporting agent combination to these real-time displays so he can see Planning, Installation, and Administration Guide
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his reporting agents. He can assign only a filter, only the supervisor/reporting agent combination, or both (if he wants to see all 12 agents in the display). For more information, see “Partitions and supervisor/reporting agent combinations in Real-Time Reporting” on page 889. Result in Historical Reporting In Historical Reporting, Andrew can use the selection criteria to specify the agents he wants to include in reports. Result in Contact Center Management Andrew sees all the agents included in the partition assigned to him (his associated agents) and the agents included in the supervisor/reporting agent combination assigned to him (his reporting agents) in the windows to which he has been given access. For more information, see “Partitions and supervisor/ reporting agent combinations in Contact Center Management” on page 892. Note: To make Andrew Engel the associated supervisor for all of Liz’s reporting agents, instead of manually adding all the agents to a partition and assigning the partition to Andrew, use the supervisor/reporting agents feature to link Liz Matthews’ profile with Andrew’s Web Client user profile. For more information, see “Agent partitions and supervisor/reporting agent combinations” on page 865.
Partitions and supervisor/reporting agent combinations in Symposium Web Client components When you assign partitions and supervisor/reporting agent combinations to a Web Client user, the agent data appears in different ways in Real-Time Reporting, Historical Reporting, and Contact Center Management. Note: For a detailed listing of how the supervisor/reporting agents feature works in conjunction with partitions in each of the Symposium Web Client components (Real-Time and Historical Reporting and Contact Center Management), see Appendix G, “Supervisor/reporting agents matrix.”
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Partitions and supervisor/reporting agent combinations in RealTime Reporting Partitions and the supervisor/reporting agents feature behave differently in RealTime Reporting, based on the type of display the user opens, and whether the user assigns a supervisor/reporting agent combination or a filter to the display (or, in some cases, both). For a complete listing of how partitions and supervisor/ reporting agent combinations affect each type of display, see Appendix G, “Supervisor/reporting agents matrix.” Filters When you assign a Real-Time Reporting user a partition, the user can decide which data he or she wants to see by creating a filter containing the desired data and assigning the filter to the private real-time displays. Supervisor/reporting agent combinations Just as the user can assign a filter to a private display so that he or she sees only the filtered information in the display, so too can the user assign a supervisor/ reporting agent combination to view all the applicable reporting agents in the agent display. Both the filters the user has created and the supervisor/reporting agent combinations assigned to the user appear on the Filters tab in Real-Time Reporting. The user can assign a filter, a supervisor/reporting agent combination, or sometimes both, to a display. For more information on RealTime Reporting, see Chapter 3 in the Symposium Call Center Web Client Supervisor’s Reference Guide. This section outlines the differences in the following three types of displays:
standard real-time displays Since users cannot apply either filters or supervisor/reporting agent combinations to standard displays, only partitioned data is shown in this type of display. If you do not assign a partition to a user, therefore, the user sees all data in the standard displays. If the partition contains no agents, then the user sees no agent data in the display, regardless of whether you have assigned a supervisor/reporting agent combination to the user. private agent real-time displays If you assign the user a partition, then the user can choose the data he or she wants to see in the display by creating a custom filter and assigning it to the display. If you assign the user a supervisor/reporting agent combination (in Access and Partition Management), the user can also assign the combination to the display to
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view the corresponding reporting agents. The user can assign a filter, a supervisor/reporting agent combination, or both, to the display.
agent map graphical displays Agent map graphical displays are similar to private agent real-time displays, except users must assign either a filter or a supervisor/reporting agent combination to the display, but cannot assign both at the same time.
The following table summarizes all scenarios and the results in Real-Time Reporting. Since supervisor/reporting agent combinations are applicable only to private agent real-time displays and to agent map graphical displays, this example focuses on these two types of displays. In this example, it is assumed that you have assigned the user a partition containing agents and the supervisor/reporting agent combination containing all the user’s reporting agents. For a more detailed look at the results of supervisor/ reporting agents combinations and partitions in Real-Time Reporting, see Appendix G, “Supervisor/reporting agents matrix.” Type of display
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User assigns this to the display
What the user sees in the display
Standard real-time Users cannot assign filters display or supervisor/reporting agent combinations to standard displays.
Only the agents (and any other data) included in the partitions assigned to the user. Supervisor/reporting agent combinations are not applicable to standard realtime displays and, therefore, the agents included in these combinations do not appear.
Private agent real- The user does not assign time display anything to the display (neither a filter containing partitioned agents, nor a supervisor/reporting agent combination).
All the agents in the user’s partition. The agents in the supervisor/reporting agent combination do not appear.
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User assigns this to the display
Private agent real- The user assigns a filter time display containing a subset of their partitioned agents, but does not assign a supervisor/ reporting agent combination.
What the user sees in the display
Only the partitioned agents that the user has added to the filter, not the reporting agents from the supervisor/ reporting agent combination.
The user assigns a Only the user’s reporting supervisor/reporting agent agents. combination, but does not assign a filter containing partitioned agents. The user assigns both a supervisor/reporting agent combination, and a filter containing partitioned agents. Agent map The user assigns a filter graphical display* containing some of his or her partitioned agents.
All the user’s reporting agents, plus any partitioned agents that the user has added to the filter. Only the agents included in the filter, none of the agents in the supervisor/ reporting agent combination.
The user assigns a Only the user’s reporting supervisor/reporting agent agents, none of the agents combination. in the partition assigned to the user. *The user must assign either a filter containing some of his or her partitioned agents or a supervisor/reporting agent combination to an agent map graphical display; the user must assign one of these to launch the display, but cannot assign both at the same time.
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Partitions and supervisor/reporting agent combinations in Historical Reporting In Historical Reporting, the Available tables in the Selection Criteria area contain all data included in the partitions and supervisor/reporting agent combinations assigned to the user. If you do not assign the user a partition, then the user sees all agent data in these tables, regardless of whether you have assigned the user a supervisor/reporting agent combination. The agents in the supervisor/reporting agent combinations assigned to the user appear individually in the Available table in the Selection Criteria area, and are not grouped under the supervisor’s name (as on the Filters tab in Real-Time Reporting). Each type of data is included in a filter (for example, an Agent Name filter, or an Agent Login ID filter). The available filters depend on the type of statistics included in the report. For example, the Agent Performance report may contain two filters—Agent Name and Agent Login ID. When the user clicks the Available heading, then all agents included in the partitions and supervisor/ reporting agent combinations assigned to the user (on the selected server), and their login IDs appear in the Available table. For more information on Historical Reporting, see Chapter 4 in the Symposium Call Center Web Client Supervisor’s Reference Guide. For a more detailed look at the results of supervisor/reporting agents combinations and partitions in Historical Reporting, see Appendix G, “Supervisor/reporting agents matrix.” Partitions and supervisor/reporting agent combinations in Contact Center Management Normally, users whose access class enables them to work only with assignments are supervisors. These users can only create ad hoc agent to supervisor and agent to skillset assignments; they cannot add, edit, create, or delete users, or schedule assignments. Users who can perform all functions in Contact Center Management have administrator privileges in this component. Users with administrator privileges usually need to see all supervisors and agents in Contact Center Management so they can perform their required duties, such as editing and deleting user profiles, and creating and scheduling assignments. The best way to ensure that these users always see all agents is to not assign a partition to them.
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Note: If you only assign the user a supervisor/reporting agent combination and not a partition, then the user still sees all agents. Once you assign the user a partition containing agents, or a partition and a supervisor/reporting agent combination, then the user sees only the agents assigned to him or her. Contact Center Management differs from Real-Time and Historical Reporting in that users require access class privileges to use this component. Not only can the access class restrict the actions the user can perform, but if you assign a user an access class containing the Use Agent & Skillset Partitions in CCM access level, then you restrict this user to seeing only their partitioned skillsets in Contact Center Management (in addition to their partitioned agents). If you do not assign this access level, then users can see all configured skillsets in the windows to which they have access in Contact Center Management. Since most supervisors are restricted to viewing specific data in the call center, Symposium Web Client administrators usually assign partitions containing this data to them. As an added way of controlling the data that supervisors can see, administrators can also assign supervisor/reporting agent combinations to them. The following table summarizes the effect that agent and skillset partitions and supervisor/reporting agent combinations have on Contact Center Management. For a more detailed look at the results of supervisor/reporting agent combinations and partitions in Contact Center Management, see Appendix G, “Supervisor/reporting agents matrix.” IF
THEN the user sees
you do not assign the user a partition or everything, all agent and skillset data a supervisor/reporting agent regardless of whether you assign the combination Use Agent & Skillset Partitions in CCM access level you assign the user a partition no agent data containing no agents, and do not assign a supervisor/reporting agent combination you do not assign the user a partition, but you assign the user a supervisor/ reporting agent combination
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IF
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THEN the user sees
you assign the user a partition only the agents in the supervisor/ containing no agents, and a supervisor/ reporting agent combination reporting agent combination you assign a partition containing no skillsets, just the agents included in agents, but no skillsets, and you assign the partition the Use Agent & Skillset Partitions in CCM access level you assign a partition containing skillsets, but no agents, and no supervisor/reporting agent combination, and you assign the Use Agent & Skillset Partitions in CCM access level
the skillsets in the partition, but no agent data (the user cannot work with agents)
you assign a partition containing skillsets, but no agents, and a supervisor/reporting agent combination, and you assign the Use Agent & Skillset Partitions in CCM access level
the skillsets in the partition, and the agents in the supervisor/reporting agent combination
you assign the user a partition containing agents and a supervisor/ reporting agent combination
the agents included in the partition and the agents in the supervisor/reporting agent combination
Sample task flow for configuring Web Client users In this example, your call center contains three supervisors on the Toronto server: John, Sheila, and Cathy. Each supervisor has 10 reporting agents. You assign a combination of partitions and supervisor/reporting agents to arrange the following scenario:
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Each supervisor can automatically see all 10 of their reporting agents in the real-time displays, historical reports, and in Contact Center Management (assuming they have access to these components).
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In addition to his own 10 agents, John can see 5 of Cathy’s agents so he can manage them when she is on break. In addition to her own 10 agents, Sheila can see the remaining 5 of Cathy’s agents so she can manage them when Cathy is on break.
The following table summarizes this scenario: Supervisor
John Sheila Cathy
Agents the supervisor can see in Symposium Web Client
his 10 reporting agents
5 of Cathy’s agents
her 10 reporting agents
the other 5 of Cathy’s agents
her 10 reporting agents
High-level task flow The following table gives a high-level overview of the steps you need to perform to arrange the scenario listed in this example. For detailed procedures, see the online Help included with the application. Perform this step
in this component
1. Create the Symposium Call Center Contact Center Management Server user profiles for the 3 supervisors, John, Cathy, and Sheila. 2. Create the Symposium Call Center Contact Center Management Server user profiles for the 30 agents, assigning the appropriate 10 agents to each of the 3 supervisors created in step 1. 3. Create any custom report groups that the supervisors require to share customized report templates.
Access and Partition Management ➝ Report Groups
Note: If the supervisors do not need to share customized reports, then you do not have to create report groups.
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in this component
4. Only if the supervisors need to work in Access and Partition Contact Center Management, create the Management ➝ Access Classes access classes that they will need to perform their duties in this component. Note: Access classes are only required to work in Configuration, Scripting, and Contact Center Management. If the supervisors require access to Contact Center Management, then you must create an access class including CCM access, Agent to Supervisor Assignment access or Skillset Assignment access on at least one server. You can also ensure that users only see their partitioned skillsets in Contact Center Management by using the Use Agent & Skillset Partitions in CCM access level. If you do not use this access level, then users automatically see all configured skillsets in Contact Center Management. To enable the supervisors to work only with ad hoc assignments in this component, then assign the Ad Hoc Assignments access level for the appropriate type of assignment; the Schedule Assignments access level gives the user access to the assignments view where users can save and schedule assignments.
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in this component
Access and Partition 5. Create partitions for the supervisors, Management ➝ Partitions specifying the agents, applications, skillsets, CDNs, DNISs, and report groups that belong in each partition. For this example, create
partition A, containing the 5 agents of Cathy’s that John will monitor in her absence (along with all the required skillsets, and any applications, CDNs, DNISs and report groups that John needs to view) partition B, containing the remaining 5 agents of Cathy’s that Sheila will monitor in Cathy’s absence (along with all the required skillsets, and any applications, CDNs, DNISs and report groups that Sheila needs to view) partition C, containing the applications, CDNs, DNISs, and report groups that Cathy needs to view
6. Create the Web Client user profiles for Access and Partition each of the three supervisors. Management ➝ Users Access and Partition 7. Assign each Web Client user basic access rights to the components they need Management to use. Note: Typical supervisors require basic access to Real-Time and Historical Reporting, Contact Center Management, and Emergency Help.
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Perform this step
in this component
8. Assign each Web Client user the appropriate supervisor/reporting agent combination, enabling the user to automatically see all his or her reporting agents. For more information, see the “Supervisor/reporting agents feature” on page 883.
Access and Partition Management ➝ Users ➝ Supervisors tab
Note: In this example, you assign John’s supervisor profile (and all his reporting agents) to John’s Web Client user profile. Perform the same procedure for both Sheila and Cathy. 9. Assign each Web Client user the appropriate access class.
Access and Partition Management ➝ Users ➝ Access Classes tab
10. Assign each Web Client user the Access and Partition appropriate partition. In this example, you Management ➝ Users ➝ assign to John’s Web Client user profile Partitions tab partition A, containing the 5 agents of Cathy’s that he needs to monitor in her absence (along with the appropriate skillsets, applications, CDNs, DNISs, and report groups). You assign partition B to Sheila and partition C to Cathy. Note: If you assign Cathy new agents that you want John or Sheila to monitor in Cathy’s absence, then you must update the partitions assigned to John and Sheila to include the new agents. Alternatively, to enable John or Sheila to automatically view all Cathy’s agents, assign Cathy’s supervisor profile (and all her reporting agents) to John’s and Sheila’s Web Client user profiles.
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Perform this step
in this component
11. Click Submit after configuring each user profile.
Access and Partition Management
Result: When John, Sheila, and Cathy open Symposium Web Client, they can
log on and use the components to which you have given them basic access perform the functions their access class enables them to do in Contact Center Management (assuming they have basic access to this component) see all their own reporting agents see the additional agents and the data included in the partitions assigned to them
For overview information and examples of configuring users in a bureau or nonbureau call center, see Appendix D, “Access and Partition Management overview.”
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Section E: Historical Reporting
In this section Importing filter sets
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Importing filter sets Introduction In the Historical Reporting component of Symposium Web Client, users can specify the applications, DNISs, routes, and skillsets that they want to see in both standard and private network-consolidated historical reports by creating filter sets. Users can choose from among those items included in the partitions assigned to them. They can select multiple resource items across multiple sites in the network and save them in one filter set. When these users connect to a Network Control Center server and open a network-consolidated report, the Selection Criteria area includes a list of the available network sites, and any available filter sets that they have defined and saved. Note: This option is available to users only if you have assigned a partition to them. Users who do not have partitions assigned to them cannot create filter sets in Historical Reporting.
Filter sets and the Symposium Call Center Server classic client Users of the Symposium Call Center Server classic client can also create filter sets. However, each of these classic client filter sets contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names. You can use the Symposium Web Client filter sets importing utility to import filter sets into Symposium Web Client that have been created and saved in the Symposium Call Center Server classic client. While each of the classic client filter sets contains only one type of data—either skillsets, applications, route numbers, route names, DNIS numbers, or DNIS names—users can add different types of data to these filter sets after you import them by using the filter sets tabs in Historical Reporting.
Limitations The following limitations and conditions apply when you use the filter sets importing utility:
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When you import filter sets, they are available to all users who have the appropriate access classes and partitions assigned to them; beyond this restriction, you cannot import filter sets for specific users. Before you import a filter set, all the data elements included in it must be in the partitions assigned to the users who will use the filter set. You cannot import a filter set, and then add its data elements to the user’s partition. In this case, the user will not be able to access the filter set data elements. Before you import a filter set, you must also assign these users an access class that contains at least Read Only access to all the elements that it contains (in other words, access to DNISs, Routes, CDNs, or Scripts, or all of these, if applicable). You cannot import into Symposium Web Client filter sets with names that contain special characters. You cannot import into Symposium Web Client filter sets with names that are the same as existing Symposium Web Client filter sets.
To import filter sets 1
On the Network Control Center server, browse to the following folder: D:\Nortel\FilterSets
2
In this folder, copy the file RptSets.mdb.
3
On the application server, paste this file into the location of your choice.
4
On the application server, browse to the following folder: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Historical\dll\ where C is the drive on which you installed Symposium Web Client.
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In this folder, double-click the file RptSets.exe. Result: The RptSets utility opens.
6
In the box, type the path to the RptSets.mdb file that you copied to the application server in step 3 (or click the button beside the box to browse to this file).
7
Click Save Data. Result: After the utility has finished retrieving filter set data from the database file, it creates the filter sets in Symposium Web Client. When it is finished, a message appears on the utility window, as shown in the following graphic:
8
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Click Close to close the window.
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When users open the filter sets component of Historical Reporting, the filter sets that you have imported appear in the tree in the left pane. Users can click a filter set name to view and edit the filter set. For details on working with filter sets, see the Symposium Web Client online Help.
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Section F: Audit Trail
In this section Overview
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Overview Introduction Audit Trail allows you to view the most recent actions that users have performed in Symposium Web Client’s Configuration component and in the automated assignments feature of Contact Center Management. You can view these changes in a log, and identify which user made the changes. Note: Audit Trail does not track any changes made on the Symposium Call Center Server client.
Accessing Audit Trail You can access Audit Trail by clicking Audit Trail on the Symposium Web Client launchpad. Audit Trail Log window
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You can configure the total number of events that Audit Trail stores by clicking Administration on the toolbar. You can store up to 10 000 events in the database; however, the more events you choose to store, the longer the system takes to retrieve the event information and display it online.
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Monitored resources Audit Trail monitors any additions, modifications, or deletions that a user makes to the following resources:
call presentation classes
formulas
activity codes
CDNs
DNISs
IVR ACD-DNs
phonesets and voice ports
route numbers
skillsets
threshold templates
Audit Trail also monitors any modifications that a user makes to the following resources:
network historical statistics configuration
global settings
historical statistics configuration
networking communication parameters
real-time statistics configuration
Audit Trail also monitors whether agent to skillset and agent to supervisor assignments were created successfully using the automated assignments feature. For one of these assignments to be successful, you must create an XML file that meets specific criteria, and the file must be parsed by the automated assignments utility on the application server. Audit Trail records both successful and failed assignments. For more information on this feature, see “Using the XML automated assignments feature” on page 841.
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Note: Audit Trail does not record changes made using Symposium Call Center Server client PCs, nor does it record the success or failure of assignments created in the Contact Center Management component.
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Section G: Scripting
In this section Overview
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Viewing scripts
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Creating and editing scripts
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Validating your script
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Displaying script variables and parameters
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Viewing, editing, and assigning application threshold classes
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Working with sample scripts
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Overview The Scripting component of Symposium Web Client enables you to write scripts that determine the sequence of steps a call follows once it enters the system. These steps can include call treatment, such as music or ringback, skill-based routing, and IVR. While working in the Scripting component, you can perform the following procedures (provided that a user with administrator privileges has given you the appropriate access privileges):
View existing scripts.
Create and edit scripts.
Validate scripts.
Display all script variables and corresponding parameters.
View, edit, and assign application threshold classes.
Note: If you need to perform one of the above actions, but cannot access the necessary Scripting component, request that your administrator review your access class privileges. He or she may need to update your Scripting access privileges. For more information on Scripting access classes, see the online Help. This section provides you with a high-level overview of the Scripting component. For detailed step-by-step procedures, see the online Help in the Symposium Web Client application.
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Viewing scripts You can view a list of the existing scripts for a specific server in Symposium Call Center Server. On the system tree, double-click the server in Symposium Call Center Server to expand the tree, and then click Script Manager. Script Manager window
You can display and edit any of the scripts in this window by double-clicking the script that you want to see. The script opens in the Script Editor window where you can modify the call routing instructions.
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Creating and editing scripts In the Script Manager window, you can click File ➝ New to create a new script, or double-click an existing script to edit it in the Script Editor window. You can make changes to activated scripts, and to scripts that are validated but not activated. Script Editor window
Note: While writing or editing a script in the Script Manager window, you can click View ➝ Script Commands to launch the Script Command Reference window, which allows you to insert script elements, such as commands, operators, events, intrinsics, and variables. Once you make your changes to a script, click File ➝ Save to save a validated (inactive) script, and File ➝ Activate to save and activate your changes to an active script. If you are saving a new script, click File ➝ Save, and assign a unique name to your script. Script names can contain a maximum of 30 Englishonly characters. 916
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scripts cannot exceed 30 000 characters. An error message appears if you exceed either of these limits.
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Validating your script You can set the validation options so that the application informs you when you are breaking scriptwriting rules. The rules are designed to eliminate run-time errors that result in improper routing of calls in Symposium Call Center Server. In the Script Editor window, click View ➝ Validation Options to display the Validation Options window. Validation Options window
You can configure validation options to enforce scriptwriting rules automatically after a script has been successfully validated, or before an activated script is edited and then reactivated. You can also configure validation options to display warning messages.
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Displaying script variables and parameters When you click Script Variables on the system tree, the Script Variables tree appears, displaying all variables configured on the server. To view a specific script variable, click the variable on the tree. The variable appears in the Script Variables window. The parameters of the variable appear in the boxes at the bottom of the window. Script Variables window
Script variables, like variables used in any programming language, represent a value. You can define a script variable in the Script Variables window and use it in more than one script. When you change a variable in the Script Variables window, all occurrences of that variable are also changed.
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Before you create script variables, all system resources, such as RAN routes, music routes, voice ports, CDNs, IVR-DNs, and call treatments must be set up. In addition, all skillsets and agents must be configured on the selected server. And finally, if you plan to create voice segment variables, all of the voice segments must be created.
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Viewing, editing, and assigning application threshold classes You can view and edit threshold classes, and assign them to applications in the Scripting component. However, to create new threshold classes or to delete threshold classes, you must use the Threshold Classes window in the Configuration component. Applications are used for reporting purposes. For the Master script and each activated primary script called by the Master script, the system automatically creates an application with the same name as the script. Note: There are no scripts associated with the ACD_DN application or the NACD_DN application. Application Thresholds window
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To view, edit, or assign application thresholds, click the Application Thresholds icon under the appropriate server on the system tree. From the list of applications in the left pane of the window, select the application for which you want to view thresholds. In the right pane, from the drop-down list, select the threshold class. You can make the changes in the table that appears below the drop-down list. Note: For the new threshold values to take effect, you must click the Enabled check box beside the application threshold. Applications track information about calls, call types, and conditions in the call center. Call center managers and supervisors can view this information by using real-time displays or by running reports against the applications. You can assign thresholds to applications by creating application threshold classes in the Threshold Classes window of the Configuration component, and then applying that threshold class to the application. For a complete list of application thresholds, see the Symposium Call Center Server Administrator’s Guide.
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Working with sample scripts Introduction When you install Symposium Web Client on the application server, it automatically installs sample scripts within the following default location: c:\Program Files\Nortel Networks\WClient\Server\SampleScripts where c: is the drive on which you installed Symposium Web Client. To use these sample scripts, you must perform the following procedure:
Import the sample scripts that you want to use from the application server into Symposium Web Client by using the Import command in the Scripting component. The Import command adds the text of the imported script to any text in the current script.
ATTENTION
For detailed information on sample scripts, see the Nortel Networks Symposium Call Center Server Scripting Guide.
Note: The variables used in the sample scripts are examples only. If you use a sample script that contains variables, you must create and define the variables on your system. Before you begin using sample scripts, verify the following:
All system resources, such as RAN routes, music routes, voice ports, call treatments, DNs, and IVR DNs are set up.
All variables, agents, and skillsets are created.
All voice segments for voice prompts are created.
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To import sample scripts into Symposium Web Client To use the sample scripts in Symposium Web Client, you can import them into either an existing script or a new script in the Scripting component. The Import command adds the text of the imported sample script at the end of any text in the current script. 1
You can import a sample script in Symposium Web Client into two different types of scripts: a. To import a sample script into an existing script, in the Script Manager, double-click the script into which you want to import the sample script. Result: The script opens in the Script Editor. b. To import a sample script into a new, blank script, in the Script Manager, click File ➝ New. Result: The Script Editor opens with a blank starting page.
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In the Script Editor, click File ➝ Import. Result: The Open dialog box appears.
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From the Look in drop-down list, navigate to the sample scripts on the application server. The default location is c:\Program Files\Nortel Networks\WClient\Server, where c: is the drive on which you installed Symposium Web Client.
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Select the sample script that you want to import.
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Click Open. Result: The system adds the text of the sample script to the end of the current script.
ATTENTION
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The script that you import may contain references to variables. Variables are not imported with the script. You must define the variables on your system.
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Checking variables for referencing scripts Introduction You can use this procedure to check whether a variable is referenced by any active scripts. If a script variable is referenced by any active scripts, you cannot change its properties (except for its value), rename it, or delete it.
To check variables for referencing scripts On the system tree, right-click the variable that you want to check. Result: If the variable is referenced in any activated scripts, then the system lists the script names in a pop-up box. If the box does not appear, then the variable is not referenced in any activated scripts.
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Section H: Tips for optimum server performance
In this section Tips for optimum server performance
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Tips for optimum server performance Introduction To help you maximize the performance of the application server, Nortel Networks recommends that you follow the configuration and operation tips listed in this section when administering your server and working in Symposium Web Client. These tips are broken down by Symposium Web Client component. Based on the component, the tip is applicable to either the administrator or the supervisor. For example, the Historical Reporting and Real-Time Reporting components are most often used by supervisors. Therefore, administrators must inform supervisors who use these components of the tips listed below for each component.
Access and Partition Management tips The following tips relate to Access and Partition Management and are, therefore, applicable to administrators:
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When you configure partitions, ensure that they contain only the required data. For example, do not add all agents on a server if you really only require 20 agents. Whenever possible, assign users supervisor/reporting agent combinations so they always see the most up-to-date list of agents. Partitions containing agents must be manually updated as changes occur. When creating partitions, try to create multiple partitions rather than including too much data in one partition. Also, when creating multiple partitions, try not to repeat data across the partitions. For example, when including agents in user’s partitions, if there are many agents, try to include subsets of them in several partitions, rather than repeating the whole group of agents in many partitions. When assigning partitions, try to limit the number of users to whom you assign them to only those who need to see this data. Remove Web Client user profiles when they are no longer required.
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Real-Time Reporting tips The following tips relate to Real-Time Reporting and are, therefore, applicable to supervisors who use this component. Nortel Networks recommends that administrators inform these supervisors of the following tips to ensure optimum performance:
Remove any real-time filters that are no longer required; keep only those filters that are used on a regular basis. When creating real-time filters, limit the data to only that which you need to see in your real-time reports. Limit the number of agents shown in agent map displays. This can be done in two ways: Administrators can limit the number of agents that a supervisor can see by assigning partitions containing only these agents to the supervisors. When supervisors are creating filters for their displays, they should choose only those agents who they need to see in the agent map display.
Historical Reporting tips The following tip relates to Historical Reporting and, therefore, is applicable to supervisors who use this component. Nortel Networks recommends that administrators inform these supervisors of the following tip to ensure optimum performance:
Reuse configured Historical Reports with saved selection criteria elements, rather than reconfiguring and saving a new report each time. Supervisors can still update the saved report with a new name, and can remove selection criteria elements as required. When supervisors click a standard report, save it as private, and configure the selection criteria, it consumes more system resources to display all available selection criteria elements, rather than just the subset that is included with a saved report.
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Chapter 9
Maintaining Symposium Web Client In this chapter Overview
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Section A: Backing up and restoring data in Windows 2000
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Section B: Backing up and restoring data in Windows 2003
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Section C: Uninstalling application server software
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Overview Introduction You can help your call center to recover from events, such as data loss and damage due to disk failures and power outages, by creating a backup of your call center data. This applies to both data on the Symposium Web Client application server and on the server in Symposium Call Center Server.
When to back up Symposium Web Client data Nortel Networks recommends that you back up your call center data at least once a day (or more frequently, based on your call center requirements). At minimum, to ensure that Symposium Web Client data and Symposium Call Center Server data is synchronized, and to ensure the proper functionality of Symposium Web Client, it is imperative that each time you back up the Symposium Call Center Server database, you must perform a backup of the application server at the same time. Likewise, you must restore the Symposium Web Client application server and the Symposium Call Center Server database at the same time. However, note that you can back up the application server on its own as often as required, without needing to back up Symposium Call Center Server at the same time. Note: You can schedule Symposium Web Client backups to run on an ongoing basis using the Windows backup tools.
Why you need to back up data Backups can help you in the following scenarios:
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When you upgrade to newer versions of Symposium Web Client, perform a backup just before upgrading so you can revert back to the previous version of the software, if necessary. You can use backups when you want to roll back erroneous data.
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You can use data backups of your application server to help your call center to recover from catastrophic events (such as data loss and damage due to disk failures and power outages).
Which data is backed up When planning your backup strategy, it is useful to know which data is stored on the Symposium Web Client application server and which data is stored on the server in Symposium Call Center Server.
Symposium Call Center Server data includes agents, supervisors, skillsets and all their related assignments (accessed through Contact Center Management) CDNs, DNISs and all the other data items (accessed through the Configuration component) Symposium Web Client data includes schedule information for historical reports partitions, access classes, report groups, and the Web Client users real-time display configuration data and real-time display filters private historical reports Contact Center Management scheduled assignment information
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Section A: Backing up and restoring data in Windows 2000
In this section Backing up Symposium Web Client data in Windows 2000 Server
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Restoring Symposium Web Client data in Windows 2000 Server
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Replication considerations in Windows 2000 Server
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Backing up Symposium Web Client data in Windows 2000 Server Introduction When you install Symposium Web Client on an application server that is running Windows 2000 Server, it makes use of Active Directory and other data files to store user data. Therefore, you need to back up both Active Directory and the data files listed below. In addition, during the backup, you must ensure that no data is changed between backing up Active Directory and the data files. It is recommended, therefore, that you perform backups during periods of low activity.
Backing up Symposium Web Client Active Directory data (Windows 2000 Server) Symposium Web Client stores Access and Partition Management data and some Historical Reporting and Real-Time Reporting data in Active Directory. You must back up this data regularly. To back up this data, Microsoft provides a Windows 2000 backup utility called Microsoft Windows Backup Tool. This tool performs the Active Directory backup as part of the System State data backup. In addition to Active Directory data, System State data includes interdependent items, such as the registry, system startup files, the class registration database, certificate services database, file replication service, cluster service, and the domain name service. You have two options when performing an Active Directory backup:
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Microsoft Windows Backup Wizard To perform an Active Directory backup using the Microsoft Windows Backup Wizard, follow the five steps listed in “To back up the Server with the Backup Wizard,” which can be found in Microsoft’s “HOW TO: Back Up Windows 2000 System Files with the Backup Program in Windows 2000” article in the Windows 2000 Server documentation. As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/view/ tn.asp?kb=301254. Symposium Call Center Web Client
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Microsoft Windows Backup Tool graphical user interface You can also back up Active Directory by using the Microsoft Windows Backup Tool graphical user interface. To do so, follow the steps listed in “To Back Up the System State (Including Registry Settings),” which can be found in Microsoft’s “HOW TO: Back Up Windows 2000 System Files with the Backup Program in Windows 2000” article in the Windows 2000 Server documentation. As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/view/tn.asp?kb=301254.
You may also want to consult the Microsoft documentation for other backup strategies. One important point to consider when choosing a backup utility is that it must allow you to back up both System State data (which includes Active Directory data and registry information) and other files stored in the operating system. If you want to be able to schedule backups, then you must ensure that your backup tool enables you to back up all these types of files without requiring you to manually copy any of them. Choose the strategy that is most appropriate for your organization. Note: Nortel Networks has also tested the Veritas Backup Exec 9.1 tool, which can be used instead of the Microsoft Windows Backup Tool to back up Active Directory data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization.
Backing up Symposium Web Client data files (Windows 2000 Server) In addition to storing user data in Active Directory, Symposium Web Client stores other user information in various data files, which also must be backed up. The types of files that you must back up include the following:
historical report data
real-time display snapshots
Emergency Help snapshots
schedule data
There are two options for backing up these files:
Manually copying files The first option is to manually copy the files to a secure storage location, such as a tape drive or a safe network drive.
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Windows Backup Tool The second option is to use the Windows Backup Tool to back up the Symposium Web Client data files and the System State data. However, you can only use this method when the version of Symposium Web Client to which you are restoring data is the same as the version of Symposium Web Client from which you backed up the data.
Manually copying files Back up the files in the folders listed below to a secure storage location (for example, a tape drive or a safe network drive):
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML
where C: is the drive on which Symposium Web Client is installed. In addition to the files listed above, you must also back up any files that you have saved on the application server for Symposium Web Client operations, such as custom report templates, Historical Reporting output files, or snapshots of real-time displays and emergency help panels. The locations of these files are decided by the user. The default paths are listed below:
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Real-time display snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\Exports where C: is the drive on which Symposium Web Client is installed. Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports where C: is the drive on which Symposium Web Client is installed.
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Backing up data using the Windows Backup Tool (Windows 2000 Server) You can back up the Symposium Web Client data files, as well as the Symposium Web Client Active Directory data using the Windows Backup Tool. To do so, you must back up the Symposium Web Client files listed in the folders in the preceding section, in addition to the System State data. Note: You can only use this method when the version of Symposium Web Client to which you are restoring data is the same as the version of Symposium Web Client from which you backed up the data.
To use this method, follow the steps listed in “To Back Up the System State (Including Registry Settings),” which can be found in Microsoft’s “HOW TO: Back Up Windows 2000 System Files with the Backup Program in Windows 2000” article in the Windows 2000 Server documentation. As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/view/tn.asp?kb=301254.
When following this procedure, in step 2 you must also select the following directories:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML where C: is the drive on which Symposium Web Client is installed the directories where you have stored the following types of files (if not under the folder specified in the previous bullet): historical report output files custom report templates real-time display snapshots Emergency Help snapshots
Notes:
Real-time display snapshots are stored as HTML files in the following default path:
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C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\Exports where C: is the drive on which you installed Symposium Web Client.
Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports where C: is the drive on which you installed Symposium Web Client.
Scheduling backups (Windows 2000 Server) The Windows Backup Tool has a scheduling component that you can use to schedule automatic backups of data, possibly to run at night when the call center is quiet, or to synchronize Symposium Web Client backups with scheduled Symposium Call Center Server backups. To schedule a backup, follow the procedure outlined above in the section “Backing up data using the Windows Backup Tool (Windows 2000 Server)” on page 939. After specifying the folders required, go to the “Schedule jobs” section of the Windows Backup Tool utility.
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Restoring Symposium Web Client data in Windows 2000 Server Introduction There are several scenarios where it is necessary to restore Symposium Web Client data, including
recovery from a Symposium Web Client application server hardware failure
when Symposium Call Center Server data is being restored
if you are reverting the Symposium Web Client software back to a previous version if you made an error while entering Symposium Web Client data and you need a previous version of the data (Symposium Web Client data is all data excluding configuration data, scripts, and agents and supervisors.)
ATTENTION
When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
Notes:
You must ensure that Active Directory and the data files that you are restoring were backed up at the same time; that is, you must ensure that the Symposium Web Client data did not change between backing up Active Directory and the user data files. Nortel Networks recommends that you perform backups during periods of low activity. You cannot use the application server while restoring data.
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You can use the Windows Backup Tool or a similar tool to restore the System State data. However, the tool you use must be capable of restoring both the Active Directory data (which is included in the System State data), and, if scheduled backups are used, the Symposium Web Client data files that you backed up. The procedure in this section is based on the Windows Backup Tool method of restoring data. You cannot restore a backup image that is older than the tombstone lifetime setting because your backup image may contain objects that have already been deleted and cannot be recovered. The tombstone lifetime is the number of days that a deleted object is maintained before the garbage collection process permanently removes it from Active Directory. The default value is 60 days. For more information, see the article “Backup of the Active Directory Has 60-Day Useful Life (Q216993)” on the Microsoft web site.
Recovery from a Symposium Web Client application server hardware failure (Windows 2000 Server) If the Symposium Web Client application server hardware fails, it may be necessary to restore the data to another server. When restoring data onto a different application server, since you restore the System State data (which includes registry information) from the “source” server, your “target” server inherits attributes, such as the computer name and IP address, and any software that was installed on the source server. This information also resides in the registry. You must ensure that the location of the system root on the target application server is the same as that on the source application server. To restore Active Directory onto a target application server that has a different hardware platform, first note the following:
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The target server must have the same type of hard disk controllers as the source server; that is, it must have either Small Computer System Interface (SCSI) or Integrated Drive Electronics (IDE). The size of the target server hard disk must be at least as large as that of the source server.
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If your target server has a different video adapter or multiple network adapters, then you must uninstall them before you restart the server. The normal Plug-and-Play functionality makes the appropriate updates once you restart the server. To simplify the restore procedure, Nortel Networks recommends that both the source and target application servers support the same number of processors. As a precaution, install on the target server any software that was installed on the source server. Even though the registry holds all software that was installed on the source server, by installing the same software, you reduce the chance of problems occurring when you complete the restore. When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
Restoring Symposium Web Client data (Windows 2000 Server) This section gives you two options for restoring data:
1.
You can use the instructions in this section to back up Symposium Web Client data from one application server and restore the same data to a brand new application server. You can use this procedure to recover from a system failure should your Symposium Web Client application server fail completely (for example, due to hardware problems). You can use the procedure in this section to restore Symposium Web Client data onto the same server from which it was backed up. Use the backup that you have already created. For more information on creating backups, see “Backing up Symposium Web Client data in Windows 2000 Server” on page 936.
Note: Nortel Networks recommends that you perform backups as often as necessary to always have copies of the latest data.
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If you are restoring data onto the same application server from which it was backed up, then skip to step 3. If you are restoring data onto a new application server, follow the installation instructions listed in the installation checklists to install and configure the Windows 2000 Server/ Advanced Server operating system, all required third-party software (such as Microsoft Active Directory and Sybase Open Client), pcAnywhere (if it is installed on the original application server), and Symposium Web Client on your new application server. For details, see Appendix A, “Installation worksheets and checklists.” Restart the server when you are finished installing all the software.
Note: Nortel Networks recommends that you install all software in the same directories as those used on your original application server. 3.
Restore the data from the backup taken earlier. To do this, follow the procedure “To Restore Selected Files from a File or Tape” specified in the “Restoring Data to the Server” section of the Microsoft Windows 2000 Server documentation. As of the date of publication, you can find this documentation at http://support.microsoft.com/view/tn.asp?kb=301254.
Notes:
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When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server. Before you can restore the System State data, you must restart the server in Directory Services Restore Mode. To do so, while the server is starting up, press F8, and then select the Directory Services Restore Mode option. When using the Windows Backup Tool to restore the Symposium Web Client data files, it is very important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you are using the Restore Wizard in the Advanced Options “How To Restore” page. If the application server is the sole domain controller in the domain, an authoritative restore is not required. However, if the application server is Symposium Call Center Web Client
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running in a replication environment, and is not the sole domain controller in the domain, an authoritative restore may be required. For more information on authoritative restoration, see http://support.microsoft.com/ default.aspx?scid=kb;en-us;216243. 4.
If you did not include the Symposium Web Client data files in the backup used in step 3, then restore the Symposium Web Client data files to their original paths. See “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946 for more information. You must perform this step before proceeding to the next step.
5.
If you are restoring data onto the same application server from which it was backed up, delete any scheduled tasks (scheduled historical reports and Contact Center Management assignments) that are no longer required from the Windows Task Scheduler. You can open the Scheduler in Windows 2000 by clicking Start ➝ Programs ➝ Accessories ➝ System Tools ➝ Scheduled Tasks.
6.
Using Symposium Web Client, reactivate any scheduled historical reports and Contact Center Management assignments. To do so, you may need to deactivate the scheduled historical reports first.
After completing this final step, you can now use Symposium Web Client. If you are using a new application server, since it has the same computer name and IP address as the original server, ensure that the two servers are not active on the same network at the same time. Note: If you are restoring data onto a new application server, you may have third-party software applications other than those mentioned in step 2 installed on your original application server. Nortel Networks recommends that you install the same applications on your new application server. For example, if pcAnywhere was installed on the source application server, then you must install pcAnywhere on the target application server. For a complete list of software requirements on the application server, see “Application server software requirements” on page 46. For more details, consult the Microsoft documentation at http://www.microsoft.com/technet/treeview/default.asp?url=/technet/ prodtechnol/ad/windows2000/support/adrecov.asp.
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Restoring Symposium Web Client data files (Windows 2000 Server) If the backup file you used to restore the System State data did not contain the Symposium Web Client data files, then you must copy these data files to the server manually. When restoring data files, ensure that you restore all the backed up files to their original paths, as listed in the previous section on backing up data. For files that you have backed up from the following folders, restore them to the same folders, where C: is the drive on which you installed Symposium Web Client:
C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML
In addition to the files in the folders listed above, you must also restore any files that you have saved on the application server for Symposium Web Client operations, such as custom report templates, Historical Reporting output files, or snapshots of real-time displays and Emergency Help panels. The locations of these files are decided by the user. The default paths are listed below:
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Real-time display snapshots are stored as HTML files in the following default path, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\Exports Emergency Help snapshots are stored as HTML files in the following default path, where C: is the drive on which you installed Symposium Web Client: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports
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Synchronizing the restoration of Symposium Call Center Server data and Symposium Web Client data (Windows 2000 Server) To prevent synchronization issues, you must restore the Symposium Web Client data whenever you restore the Symposium Call Center Server data. To restore the Symposium Web Client data, follow the procedure outlined in “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. Also, you must ensure that the Symposium Web Client data was backed up at the same time when the Symposium Call Center Server data was backed up. Since Symposium Call Center Server backups may be scheduled to occur automatically when the call center is not busy, and possibly when an administrator is not available, you must ensure that you also schedule Symposium Web Client backups to occur at the same time as these backups. For information on scheduling a Symposium Web Client backup, see “Scheduling backups (Windows 2000 Server)” on page 940. Note: Since the backups must occur at the same time, you must ensure that the time of the servers in question is synchronized when scheduling a backup.
Reverting back to a previous version of Symposium Web Client When reverting back to a previous version of Symposium Web Client, you must restore the Symposium Web Client data that you backed up just before updating the software. This is necessary because different versions of Symposium Web Client may access different structures in Active Directory. Based on the version of the Symposium Web Client software currently installed on the application server and the version of the software to which you want to revert, the series of steps that you must perform changes. See the appropriate procedure in the following table: Version of software currently installed
Version of software to which you want to revert
Symposium Web Client 4.5 SU06 or later
Symposium Web Client 4.5 SU05
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Procedure to perform
See “To revert back to Symposium Web Client 4.5 SU05” on page 948.
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Version of software currently installed
Version of software to which you want to revert
Symposium Web Client 4.5 SU06 or later
Symposium Web Client 4.5 SU04 or earlier
See “To revert back to Symposium Web Client 4.5 SU04 (or earlier) from SU06 (or later)” on page 949.
Symposium Web Client 4.5 SU05
Symposium Web Client 4.5 SU04 (or earlier)
See “To revert back to Symposium Web Client 4.5 SU04 (or earlier) from SU05” on page 950.
Symposium Web Client 4.5 SU02
Symposium Web Client 4.5 (or earlier)
See “To revert back to Symposium Web Client 4.5 (or earlier) from SU02” on page 952.
Procedure to perform
Note: To restore the Symposium Web Client data, follow the procedure outlined in “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. To revert back to Symposium Web Client 4.5 SU05 Perform the procedure in this section if you had already installed Symposium Web Client 4.5 SU05 on the application server, then you updated the software to version SU06 or later, and now you want to return to SU05. When reverting back to Symposium Web Client 4.5 SU05 from version SU06 or later, you can use the Uninstall All feature of the Patch Viewer utility to remove SU06 without affecting any of the existing Symposium Web Client supporting software, such as Sybase Open Client. Note: To successfully uninstall a patch, you must be logged on to the server under the same Administrator account profile with which you were logged on when you installed the patch. If you have multiple Administrator accounts, you must ensure that you always use the same account profile to install or uninstall
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Service Updates, Service Update Supplements, and any designer fixes or patches on the server. If you install an update using one account profile, and then try to install the next update or uninstall the current patch while logged on as a different account profile, the installation or uninstallation will fail. When reverting back to Symposium Web Client 4.5 SU05, follow these general steps: 1.
Make a complete backup of the server (in the event that you want to perform an upgrade).
2.
Launch the Patch Viewer utility, and then click Uninstall All to remove all patches (SU06 or later) and return the server to SU05. For more information on uninstalling patches, see “To uninstall a Service Update” on page 735.
To revert back to Symposium Web Client 4.5 SU04 (or earlier) from SU06 (or later) Perform the procedure in this section if you have installed Symposium Web Client 4.5 SU06 or later on the application server, and now you want to return to SU04 or earlier. 1.
Make a complete backup of the server (in the event that you want to perform an upgrade).
2.
Uninstall the Symposium Web Client 4.5 software, including the Agent Desktop Displays client software. For details on uninstalling Symposium Web Client, see “To uninstall Symposium Web Client from the application server” on page 980.
Note: When you uninstall Symposium Web Client, the program also uninstalls any patches that you have applied and notifies you that it is removing them. 3.
Uninstall Sybase 12.5. For information on uninstalling the software, see “Uninstalling Sybase Open Client” on page 986.
4.
Reinstall Sybase 12.0. For details on installing Sybase, see “To install Sybase Open Client” on page 123.
5.
Install the version of Symposium Web Client and Agent Desktop Displays client software to which you want to revert, choosing not to preserve customer data.
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Note: Only when you revert back to Agent Desktop Displays Release 4.2 SU08 are there several extra steps that you must perform to work with this software in multiple languages. For details, see “Configuring multiple language support in Agent Desktop Displays Release 4.2 SU08” on page 194. 6.
Restore Active Directory and other user data from the same version of Symposium Web Client to which you are reverting. For more information, see “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. While restoring, perform the following steps: a. Restart the application server in Directory Services Restore Mode by pressing F8 when the server is starting up. b. Restore the system state data using the backup and restore utility of your choice. c. Restart the server in normal mode. d. Restore the data files listed in “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946.
7.
If you had installed a Service Update and have now reverted back to Symposium Web Client 4.5 or any earlier version, then you must manually reconfigure any scheduled tasks in Historical Reporting and Contact Center Management so that they reflect the iceadmin user account that is installed with Symposium Web Client 4.5 (or an earlier version). To do so, insert a Symposium Web Client 4.5 Service Update CD-ROM into the application server, and then navigate to the folder Program Files\Nortel Networks\WClient\Apps\SupportUtil at the root directory of the CD. Then double-click the file ModifyScheduledTasks.exe to run the utility. For details, see “To update scheduled tasks after reverting to a previous version of Symposium Web Client” on page 955.
To revert back to Symposium Web Client 4.5 SU04 (or earlier) from SU05 Perform the procedure in this section if you have installed Symposium Web Client 4.5 SU05 on the application server, and now you want to return to SU04 or earlier.
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1.
Make a complete backup of the server (in the event that you want to perform an upgrade).
2.
Uninstall the Symposium Web Client 4.5 SU05 software, including the Agent Desktop Displays client software. For details on uninstalling Symposium Web Client, see “To uninstall Symposium Web Client from the application server” on page 980.
3.
Uninstall Sybase 12.5. For information on uninstalling the software, see “Uninstalling Sybase Open Client” on page 986.
4.
Reinstall Sybase 12.0. For details on installing Sybase, see “To install Sybase Open Client” on page 123.
5.
Install the version of Symposium Web Client and Agent Desktop Displays client software to which you want to revert, choosing not to preserve customer data.
Note: Only when you revert back to Agent Desktop Displays Release 4.2 SU08 are there several extra steps that you must perform to work with this software in multiple languages. For details, see “Configuring multiple language support in Agent Desktop Displays Release 4.2 SU08” on page 194. 6.
Restore Active Directory and other user data from the same version of Symposium Web Client to which you are reverting. For more information, see “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. While restoring, perform the following steps: a. Restart the application server in Directory Services Restore Mode by pressing F8 when the server is starting up. b. Restore the system state data using the backup and restore utility of your choice. c. Restart the server in normal mode. d. Restore the data files listed in “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946.
7.
If you had installed a Service Update and have now reverted back to Symposium Web Client 4.5 or any earlier version, then you must manually reconfigure any scheduled tasks in Historical Reporting and Contact Center Management so that they reflect the iceadmin user account that is installed with Symposium Web Client 4.5 (or an earlier version). To do so, insert a
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Symposium Web Client 4.5 Service Update CD-ROM into the application server, and then navigate to the folder Program Files\Nortel Networks\WClient\Apps\SupportUtil at the root directory of the CD. Then double-click the file ModifyScheduledTasks.exe to run the utility. For details, see “To update scheduled tasks after reverting to a previous version of Symposium Web Client” on page 955. To revert back to Symposium Web Client 4.5 (or earlier) from SU02 Perform the procedure in this section if you have installed Symposium Web Client 4.5 SU02 on the application server, and now you want to return to Symposium Web Client 4.5 or earlier. 1.
Make a complete backup of the server (in the event that you want to perform an upgrade).
2.
Manually delete the iceadmin user account before proceeding to the next step in the reversion process. For more information, see “To manually delete the iceadmin user account” on page 953.
3.
Uninstall the Symposium Web Client 4.5 SU02 software, including the Agent Desktop Displays client software. For details on uninstalling Symposium Web Client, see “To uninstall Symposium Web Client from the application server” on page 980.
4.
Uninstall Sybase 12.5. For information on uninstalling the software, see “Uninstalling Sybase Open Client” on page 986.
5.
Reinstall Sybase 12.0. For details on installing Sybase, see “To install Sybase Open Client” on page 123.
6.
Install the version of Symposium Web Client and Agent Desktop Displays client software to which you want to revert, choosing not to preserve customer data.
Note: Only when you revert back to Agent Desktop Displays Release 4.2 SU08 are there several extra steps that you must perform to work with this software in multiple languages. For details, see “Configuring multiple language support in Agent Desktop Displays Release 4.2 SU08” on page 194. 7.
952
Restore Active Directory and other user data from the same version of Symposium Web Client to which you are reverting. For more information, see “Restoring Symposium Web Client data (Windows 2000 Server)” on page 943. While restoring, perform the following steps: Symposium Call Center Web Client
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a. Restart the application server in Directory Services Restore Mode by pressing F8 when the server is starting up. b. Restore the system state data using the backup and restore utility of your choice. c. Restart the server in normal mode. d. Restore the data files listed in “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946. 8.
If you had installed a Service Update and have now reverted back to Symposium Web Client 4.5 or any earlier version, then you must manually reconfigure any scheduled tasks in Historical Reporting and Contact Center Management so that they reflect the iceadmin user account that is installed with Symposium Web Client 4.5 (or an earlier version). To do so, insert a Symposium Web Client 4.5 Service Update CD-ROM into the application server, and then navigate to the folder Program Files\Nortel Networks\WClient\Apps\SupportUtil at the root directory of the CD. Then double-click the file ModifyScheduledTasks.exe to run the utility. For details, see “To update scheduled tasks after reverting to a previous version of Symposium Web Client” on page 955.
To manually delete the iceadmin user account The iceadmin user account is required for proper Symposium Web Client functionality. It is critical, therefore, that you delete this account only under the following circumstances:
Delete this account only when you are reverting back to Symposium Web Client Release 4.5 (or earlier) from Release 4.5 SU02. When performing the reversion process, delete this account before you uninstall Symposium Web Client.
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On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the Tree tab, click the plus sign (+) beside the application server’s domain name to expand the tree, and then click the Users folder.
3
From the list of users in the right pane, locate and right-click the iceadmin user.
4
From the resulting pop-up menu, click Delete. Result: A message box asks you to confirm your choice.
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5
Click Yes.
6
In the Active Directory Users and Computers window, click Console ➝ Exit to close the window.
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To update scheduled tasks after reverting to a previous version of Symposium Web Client If you had installed a Service Update and have now reverted back to Symposium Web Client 4.5 or an earlier version, then the last step in the reversion process is to update all scheduled tasks that you made in Contact Center Management and Historical Reporting so that they reflect the new iceadmin user account installed with the Release 4.5 software. To do so, you can use the automated utility that is provided with Symposium Web Client 4.5 Service Updates. This utility updates the scheduled tasks that are located in the following folders on the application server:
1
all Contact Center Management tasks in the Schedule.mdb file that is located in the directory C:\Program Files\Nortel Networks\WClient\Apps\ Common\Icedb, where C: is the directory in which you installed Symposium Web Client all Historical Reporting tasks in the Schedule.mdb file that is located in the directory C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data, where C: is the directory in which you installed Symposium Web Client Insert a Symposium Web Client 4.5 Service Update CD-ROM into the application server, and then navigate to the following path: Program Files\Nortel Networks\WClient\Apps\SupportUtil
2
Within this folder, double-click the file ModifyScheduledTasks.exe. Result: The utility starts to update your scheduled tasks. When it is finished, the window closes. Note: This utility works only if you have Symposium Web Client 4.5 or earlier installed on the application server. It does not run if you have a later version of the software installed.
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Replication considerations in Windows 2000 Server You cannot use replication as your only backup and restore mechanism since you may need to revert the Symposium Web Client data to synchronize it with a Symposium Call Center Server restoration, or revert to previous versions of Symposium Web Client. You can, however, use replication to help migrate the Symposium Web Client Active Directory data and the structure of the application server from one hardware platform to another. This has an advantage over restoring the System State data in that you do not need to reload hardware drivers (for example, the drivers required for different network interface cards), when the hardware platforms are different. To migrate the Symposium Web Client Active Directory data from one application server to another, see “Restoring Active Directory Through Reinstallation and Replication” within the procedure “Backing Up Active Directory” in the Microsoft Windows 2000 Server documentation. As of the date of publication, you can find this documentation at http://www.microsoft.com/ windows2000/techinfo/reskit/en-us/default.asp?url=/windows2000/techinfo/ reskit/en-us/distrib/dsbh_rep_jfbg.asp. Once you have replicated the Active Directory data, you must copy the Symposium Web Client data files to the new server. See “Restoring Symposium Web Client data files (Windows 2000 Server)” on page 946 for details on the files to copy. Finally, you must activate any scheduled historical reports and Contact Center Management assignments. Note: The versions of Symposium Web Client running on each of the servers must be the same. With replication, the same Symposium Web Client users can access the same access classes, partitions, historical report groups, and real-time reports on different Symposium Web Client application servers.
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It is important to note, however, that scheduled data (for example, scheduled assignments and scheduled historical reports) is not replicated and is, therefore, only available to users accessing the same Symposium Web Client application server. This is also true of report outputs stored locally on an application server.
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Section B: Backing up and restoring data in Windows 2003
In this section Backing up Symposium Web Client data in Windows Server 2003
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Restoring Symposium Web Client data in Windows Server 2003
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Backing up Symposium Web Client data in Windows Server 2003 Introduction When Symposium Web Client is installed on an application server that is running Windows Server 2003, it makes use of Active Directory Application Mode (ADAM), the Windows registry, and other data files to store application data. These ADAM files, registry nodes, and other files are listed below. Note: Nortel Networks recommends that you perform backups during periods of low activity.
Backing up Symposium Web Client data (Windows Server 2003) Symposium Web Client stores data in various files that you must back up. The types of files that you must back up include the following:
ADAM instance files
historical report data
real-time display snapshots
Emergency Help snapshots
schedule data
Two options for backing up these files are described below:
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Manually copying files The first option is to manually copy the files to a secure storage location, such as a tape drive or a safe network drive. You must also back up the Symposium Web Client registry data. Windows Backup Tool The second option is to use the Windows Backup Tool to back up the Symposium Web Client data files. With this method, you can schedule backups. You must also back up the Symposium Web Client data that is stored in the Windows registry. This data includes application version information, and Real-Time Reporting and Emergency Help configuration data.
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Notes:
Although the Symposium Web Client data that is stored in the registry does not change often, you must back it up after installing or upgrading Symposium Web Client, or whenever the Real-Time Reporting or Emergency Help configurations change. For more information, see “To back up the Symposium Web Client registry settings (Windows Server 2003)” below. The version of Symposium Web Client from which the data files were backed up must be the same as the version to which they are restored.
To back up the Symposium Web Client registry settings (Windows Server 2003) Although the Symposium Web Client data that is stored in the registry does not change often, you must back it up after installing or upgrading Symposium Web Client, or whenever the Real-Time Reporting or Emergency Help configurations change. Back up the following registry nodes to a secure location:
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\WClient
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\EmergencyHelp
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\Ngen comm
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\RTD
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\Setup
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\SMI Workbench
HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\Toolkit
To do so, export each of the above branches to a file by following the steps listed in “To export all or part of the registry to a file” below. Note: Ensure that you store the file in a secure location. To export all or part of the registry to a file 1
Click Start > Run. Result: The Run dialog box appears.
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2
Standard 7.02
In the Open box, type regedit, and then click OK. Result: The Registry Editor appears.
3
In the left pane, navigate to and select the folder HKEY_LOCAL_MACHINE\SOFTWARE\Nortel.
4
Click File > Export.
5
Navigate to the location where you want to save the file. Ensure that you store the file in a secure location.
6
In the File name box, type a name for the file. The file that you save includes all elements within the folder listed in step 3.
7
From the Save as type list, select Registration Files. Note: When you save the file as a Registration File, it is saved with the extension .reg.
8
Under Export range, click Selected branch, and ensure that the branch HKEY_LOCAL_MACHINE\SOFTWARE\Nortel appears in the box provided.
9
Click Save.
To back up Symposium Web Client data files by manually copying files (Windows Server 2003) Back up the files in the folders listed below to a secure storage location (for example, a tape drive or a safe network drive). CAUTION Risk of loss of data .
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You cannot back up Symposium Web Client ADAM files by manually copying files. If you attempt to back up Symposium Web ClientADAM files by manually copying files, ADAM does not function when restored on a new server. C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML Symposium Call Center Web Client
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where C: is the drive on which Symposium Web Client is installed. In addition to the files listed in the folders above, you must also back up any files that you have saved on the application server for Symposium Web Client operations, such as custom report templates, Historical Reporting output files, or snapshots of real-time displays and emergency help panels. The locations of these files are decided by the user. The default paths are listed below:
Real-time display snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\ Exports where C: is the drive on which Symposium Web Client is installed. Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports where C: is the drive on which Symposium Web Client is installed.
To back up Symposium Web Client data files using the Windows Backup Tool (Windows Server 2003) You can also back up Symposium Web Client data using the Windows Backup Tool. This tool allows you to schedule backups, which is an important consideration since you need to synchronise the backups of Symposium Web Client application server data and Symposium Call Center Server data. The Symposium Web Client data that is stored in the registry does not change often. Therefore, when scheduling backups, you do not need to include this registry data in the data that is backed up. However, you must have a copy of the Symposium Web Client registry data that you can use when restoring your system (for details, see “To back up the Symposium Web Client registry settings (Windows Server 2003)” on page 961). You must back up the registry information after installing or upgrading Symposium Web Client, or whenever the Real-Time Reporting or Emergency Help configurations change. Note: You can only use this method when the version of Symposium Web Client to which you are restoring data is the same as the version of Symposium Web Client from which you backed up the data.
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Standard 7.02
Microsoft Windows Backup Tool graphical user interface (Windows Server 2003) To perform an Active Directory Application Mode backup using the Microsoft Windows Backup Tool, follow the steps listed in the procedure “To Back Up Selected Files or Folders,” which can be found in the Microsoft article “HOW TO: Use the Backup Feature to Back Up and Restore Data in Windows Server 2003.” As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/default.aspx?scid=kb;enus;326216. In Step 5 of the process, select the following directories:
C:\Program Files\Microsoft ADAM\instance1\ where C: is the drive on which Symposium Web Client is installed, and instance1 is the folder containing the ADAM data files that are installed with Symposium Web Client. C:\Program Files\Nortel Networks\WClient\Apps\Reporting\ Historical\data C:\Program Files\Nortel Networks\WClient\Apps\Common\Icedb C:\Program Files\Nortel Networks\WClient\Apps\AccessMgmt\ AccessXML where C: is the drive on which Symposium Web Client is installed. the directories where you have stored the following types of files (if not under the folder specified in the previous bullet): historical report output files custom report templates real-time display snapshots Emergency Help snapshots
Notes:
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Real-time display snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\Reporting\Realtime\ Exports where C: is the drive on which you installed Symposium Web Client. Symposium Call Center Web Client
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Emergency Help snapshots are stored as HTML files in the following default path: C:\Program Files\Nortel Networks\WClient\Apps\EmergencyHelp\Exports where C: is the drive on which you installed Symposium Web Client.
You may also want to consult the Microsoft documentation for other backup strategies. If you want to be able to schedule backups, then you must ensure that your backup tool enables you to back up all these types of files without requiring you to manually copy any of them. Choose the strategy that is most appropriate for your organization.
Veritas Backup Exec 9.1 tool Nortel Networks has also tested the Veritas Backup Exec 9.1 tool, which can be used instead of the Microsoft Windows Backup Tool to back up the Symposium Web Client data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to back up Symposium Web Client data, you must note the following:
The default installation of Veritas Backup Exec uses the TCP port 10 000, which is also the default port used by the Symposium Web Client Toolkit NameService. This conflict results in Symposium Web Client malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (the Symposium Web Client Toolkit NameService port number cannot be changed at this time). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel Networks and third-party products). Then, choose a port that does not cause a conflict between any of these products. For a list of ports used by Symposium Web Client, see “Communication ports” on page 64. For instructions on changing the Veritas Backup Exec default port number, see the Veritas support article located at http://seer.support.veritas.com/docs/ 255174.htm.
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To avoid potential problems with Veritas Backup Exec 9.1, you must ensure that you have applied Service Pack 1. This Service Pack fixes a problem that can occur each time the backup process runs, as detailed in the article http://seer.support.veritas.com/docs/265796.htm. To download the Service Pack, see http://seer.support.veritas.com/docs/267180.htm. Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel Networks has tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. To back up the Symposium Web Client ADAM information with the Veritas Backup Exec tool, select the following: Shadow Copy Components ➝ User Data ➝ Active Directory Application Mode ➝ C:_Program Files_Microsoft ADAM_instance1_data where C:_Program Files_Microsoft ADAM_instance1_data is the instance used by Symposium Web Client data.
You must also back up all other directories detailed in the section “Microsoft Windows Backup Tool graphical user interface (Windows Server 2003)” on page 964.
For more detailed information, consult the online Help on the Veritas web site at www.veritas.com.
Scheduling backups (Windows Server 2003) The Windows Backup Tool has a scheduling component that you can use to schedule automatic backups of data, possibly to run at night when the call center is quiet, or to synchronize Symposium Web Client backups with scheduled Symposium Call Center Server backups. To schedule a backup, follow the steps outlined in the section “To Schedule a Backup for a Later Time or Date,” which can be found in Microsoft’s “HOW TO: Use the Backup Feature to Back Up and Restore Data in Windows Server 2003” procedure in the Windows 2003 Server documentation. As of the date of publication of this guide, you can find this documentation at http:// support.microsoft.com/default.aspx?scid=kb;en-us;326216. 966
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Backing up and restoring data on a coresident server To keep data synchronized between Symposium Call Center Server and Symposium Web Client on a coresident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a coresident environment, when you perform a full backup of Symposium Call Center Server, the entire server is backed up, including Symposium Web Client. This ensures that the data between the two applications is always synchronized. Whenever you perform a partial backup of Symposium Call Center Server, you must ensure that you also perform a backup of Symposium Web Client. Furthermore, you must store both backups in the same location. For information on performing backups in Symposium Web Client, see Section B: “Backing up and restoring data in Windows 2003” on page 959. For information on performing backups in Symposium Call Center Server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
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Restoring Symposium Web Client data in Windows Server 2003 Introduction There are several scenarios where it is necessary to restore Symposium Web Client data, including
recovery from a Symposium Web Client application server hardware failure when Symposium Call Center Server data is being restored if you are reverting the Symposium Web Client software back to a previous version Note: You must restore data to the same version of Symposium Web Client as that which you backed up. if you made an error while entering Symposium Web Client data and you need a previous version of the data (Symposium Web Client data is all data excluding configuration data, scripts, and agents and supervisors.)
ATTENTION
When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
Notes:
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You cannot use the application server while restoring data. You can use the Windows Backup Tool or a similar tool to restore the Symposium Web Client data. The procedure in this section is based on the Windows Backup Tool method of restoring data.
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You cannot restore a backup image that is older than the tombstone lifetime setting because your backup image may contain objects that have already been deleted and cannot be recovered. The tombstone lifetime is the number of days that a deleted object is maintained before the garbage collection process permanently removes it from Active Directory. The default value is 60 days. For more information, see the Microsoft documentation. When you replicate an instance of ADAM as part of a configuration set, you must perform an authoritative restore. At the time of writing, you can find Microsoft’s procedure for performing an authoritative restore in the section “To restore an ADAM instance” within the procedure “To authoritatively restore ADAM data on an ADAM instance that belongs to a configuration set” of the Microsoft ADAM online Help file.
Recovery from a Symposium Web Client application server hardware failure (Windows Server 2003) If the Symposium Web Client application server hardware fails, it may be necessary to restore the data to another server. You must ensure that the drive on which the backed up Symposium Web Client was installed exists on the new server. Note: When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
Restoring Symposium Web Client data (Windows Server 2003) This section gives you two options for restoring data:
You can use the instructions in this section to back up Symposium Web Client data from one application server and restore the same data to a brand new application server. You can use this procedure to recover from a system
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failure should your Symposium Web Client application server fail completely (for example, due to hardware problems).
1.
You can use the procedure in this section to restore Symposium Web Client data onto the same server from which it was backed up. Use the backup that you have already created. For more information on creating backups, see “Backing up Symposium Web Client data in Windows Server 2003” on page 960.
Note: Nortel Networks recommends that you perform backups as often as necessary to always have copies of the latest data. 2.
If you are restoring data onto the same application server from which it was backed up, then skip to step 3. If you are restoring data onto a new application server, follow the installation instructions listed in the installation checklists to install and configure the Windows Server 2003 Enterprise or Standard Edition operating system, all required third-party software (such as Microsoft Active Directory Application Mode and Sybase Open Client), pcAnywhere (if it is installed on the original application server), and Symposium Web Client on your new application server. For details, see Appendix A, “Installation worksheets and checklists.” Restart the server when you are finished installing all the software.
Note: Nortel Networks recommends that you install all software in the same directories as those used on your original application server. 3.
Restore the data from the backup taken earlier. To do this, follow the procedure “To Restore Selected Files from a File or Tape,” specified in the article “HOW TO: Use the Backup Feature to Back Up and Restore Data in Windows Server 2003.” As of the date of publication of this guide, you can find this documentation at http://support.microsoft.com/default.aspx?scid=kb;en-us;326216.
Notes:
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When restoring Symposium Web Client data, you must restore data that was backed up from the same release and version of the software as that which is currently installed on the application server. For example, if your application server currently contains Symposium Web Client Release 4.5 SU03, then you can only restore a backup of Release 4.5 SU03 data onto Symposium Call Center Web Client
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this server. You cannot restore data from previous Service Updates. If you restore data backed up on previous versions, you will corrupt your server.
When using the Windows Backup Tool to restore the Symposium Web Client data files, it is very important that you select the option to always replace the files on the computer. As of the time of publication, you can select this option in the Restore tab of the Options window (accessible from the Tools menu), or when you are using the Restore Wizard in the Advanced Options “How To Restore” page.
ATTENTION
Before performing a manual restoration of the Symposium Web Client ADAM files, you must shut down the SymposiumWC service. You must also retain the permission properties of the ADAM data directory and ADAM files if you restore these files (for example, you must retain permissions such as “NETWORK SERVICE”). If you do not maintain permission properties, the SymposiumWC service will not start. You must manually restart the SymposiumWC service after you complete the restoration.
4.
If the application server is not running in a replication environment, an authoritative restore is not required. However, if the application server is running in a replication environment, an authoritative restore may be required. For more information on authoritative restoration, see the Microsoft ADAM online Help. Restore the corresponding registry data. To do so, open the Registry Editor, and then click File ➝ Import. Locate and select the file that you want to import, and then click Open. Note that this is the data that you backed up in “To back up the Symposium Web Client registry settings (Windows Server 2003)” on page 961.
Note: In Windows Explorer, double-clicking a file with the .reg extension imports the file into the computer’s registry. 5.
Using Symposium Web Client, reactivate any scheduled historical reports and Contact Center Management assignments. To do so, you may need to deactivate the scheduled historical reports first. After completing this final step, you can now use Symposium Web Client on your new application server.
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Note: You may have third-party software applications other than those mentioned in step 2 installed on your original application server. Nortel Networks recommends that you install the same applications on your new application server. For example, if pcAnywhere was installed on the source application server, then you must install pcAnywhere on the target application server. For a complete list of software requirements on the application server, see “Application server software requirements” on page 46.
Veritas Backup Exec 9.1 tool Nortel Networks has also tested the Veritas Backup Exec 9.1 tool (build 4691), which can be used instead of the Microsoft Windows Backup Tool to back up and restore the Symposium Web Client data. There are several other third-party tools that can perform a similar function; choose the tool that best suits your organization. If you use Veritas to restore Symposium Web Client data, you must note the following:
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The default installation of Veritas Backup Exec 9.1 uses the TCP port 10 000, which is also the default port used by the Symposium Web Client Toolkit NameService. This conflict results in Symposium Web Client malfunctioning (administrative changes, such as agent and skillset name changes, are not updated in real time, requiring you to restart the ICERTDService to refresh the cache). To avoid this conflict, before you use Veritas, you must change the default port that it uses to another port number of your choice (the Symposium Web Client Toolkit NameService port number cannot be changed at this time). When changing the port number, you must first investigate the ports that are currently being used by all the products in your network (both Nortel Networks and third-party products). Then choose a port that does not cause a conflict between any of these products. For a list of ports used by Symposium Web Client, see “Communication ports” on page 64. For instructions on changing the Veritas Backup Exec default port number, see the Veritas support article located at http://seer.support.veritas.com/docs/ 255174.htm. To avoid potential problems with Veritas Backup Exec 9.1, you must ensure that you have applied Service Pack 1. This Service Pack fixes a problem that can occur each time the backup process runs, as detailed in the article Symposium Call Center Web Client
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at http://seer.support.veritas.com/docs/265796.htm. To download the Service Pack, see http://seer.support.veritas.com/docs/267180.htm.
Ensure that your version of the Veritas software supports the backup and restore of the Windows Server 2003 ADAM data files. Nortel Networks has tested build 4691 of the Backup Exec software. Ensure that your version of Backup Exec has the Microsoft Volume Shadow Copy Service installed. When restoring files, you must select “Shadow Copy Components,” as well as any hard drive components (Symposium Web Client folders). When restoring data, you must ensure that “Restore over existing files” is selected in the general properties for the restore job. After restoring the Symposium Web Client ADAM files (Shadow Copy Components), the SymposiumWC service will have been stopped automatically. You must manually restart the service after the restoration is complete.
For more detailed information, consult the online Help on the Veritas web site at www.veritas.com.
Synchronizing the restoration of Symposium Call Center Server data and Symposium Web Client data (Windows Server 2003) To prevent synchronization issues, you must restore the Symposium Web Client data whenever you restore the Symposium Call Center Server data. Also, you must ensure that the Symposium Web Client data was backed up at the same time when the Symposium Call Center Server data was backed up. Since Symposium Call Center Server backups may be scheduled to occur automatically when the call center is not busy, and possibly when an administrator is not available, you must ensure that you also schedule Symposium Web Client backups to occur at the same time as these backups. For information on scheduling a Symposium Web Client backup, see “Scheduling backups (Windows Server 2003)” on page 966. Note: Since the backups must occur at the same time, you must ensure that the time of the servers in question is synchronized when scheduling a backup.
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Backing up and restoring data on a coresident server To keep data synchronized between Symposium Call Center Server and Symposium Web Client on a coresident server, you must ensure that whenever you back up one application, you also back up the other at the same time. In a coresident environment, when you perform a full offline backup of the server, the entire server is backed up, including both the Symposium Call Center Server and Symposium Web Client applications. This backup method ensures that the data between the two applications is always synchronized. You must perform this type of backup with the third-party backup tool of your choice, ensuring that it is compatible with Symposium Call Center Server. Nortel Networks does not specifically recommend any tool for its compatibility with Symposium Call Center Server. Whenever you perform a partial backup of Symposium Call Center Server, you must ensure that you also perform a backup of Symposium Web Client. Furthermore, you must store both backups in the same location. For information on performing backups in Symposium Web Client, see Section B: “Backing up and restoring data in Windows 2003” on page 959. For information on performing backups in Symposium Call Center Server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
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Section C: Uninstalling application server software
In this section Overview
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Uninstalling Active Directory
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Overview Introduction This section includes separate procedures that you can perform to remove a single Symposium Web Client component, or all of the Symposium Web Client software. It also contains the procedure for uninstalling the Sybase Open Client software. ATTENTION
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Before you can uninstall Symposium Web Client, you must uninstall all language packs that you have installed on the application server. To verify whether you have installed any language packs, click Start ➝ Settings ➝ Control Panel. Then click Add/Remove Programs. All installed language packs are listed separately in the Add/Remove programs window. For more information on uninstalling them, see “To uninstall a language pack” on page 187.
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Uninstalling a Symposium Web Client component Introduction You can uninstall one or more Symposium Web Client components from the application server using the Windows Add/Remove Programs feature. To uninstall a Symposium Web Client component 1
Click Start ➝ Settings ➝ Control Panel. Result: The Control Panel window appears.
2
Double-click the Add/Remove Programs icon. Result: The Add/Remove Programs window appears.
3
Select Symposium Web Client from the list of installed programs.
4
Click Change. Result: The Symposium Web Client Setup window appears.
5
Click Next. Result: The Program Maintenance window appears.
6
Click Modify, and then click Next. Result: The Custom Setup window appears.
7
Click the component that you want to remove, and then select This feature will not be available from the resulting pop-up menu.
8
Click Next. Result: The Ready to Modify the Program window appears.
9
Click Next. Result: The Installing Web Client window appears with a status bar that displays the progress of the uninstall process. When the uninstall is complete, the Completing Web Client Setup Wizard window appears.
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Click Finish. Result: The Web Client Installer Information window appears, indicating that you need to restart the application server for your changes to take effect.
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Click Yes to restart your computer.
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Uninstalling Symposium Web Client Introduction You can uninstall the entire Symposium Web Client application by using the Windows Add/Remove Programs feature. When you uninstall Symposium Web Client, the system prompts you to preserve user data. If you select Yes to preserve user data, then, during the reinstallation of Symposium Web Client, the system detects the preserved user data and prompts you to restore the data. The estimated time to complete this is 30 minutes. Note: If you have the Windows Server 2003 operating system, when you uninstall Symposium Web Client, you can choose to uninstall Active Directory Application Mode (ADAM), or keep it on the application server. When you choose not to preserve customer data, you uninstall ADAM along with Symposium Web Client; if you keep customer data, then you uninstall Symposium Web Client, but you leave ADAM intact. When you reinstall Symposium Web Client, the system asks if you want to use the preserved customer data. If you click No, the system uninstalls ADAM from the application server, and then reinstalls ADAM with Symposium Web Client; if you click Yes, the system installs Symposium Web Client and uses the version of ADAM that was already installed.
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To uninstall Symposium Web Client from the application server ATTENTION
If you have the Windows Server 2003 operating system, before uninstalling Symposium Web Client, note the directory in which it is currently installed (the default directory is C:\Program Files\Nortel Networks\WClient, but it may be installed in a custom location). You will need to know this directory when reinstalling the software. When reinstalling Symposium Web Client on an application server that is running this operating system, you must install the software in the same directory in which it was originally installed or errors will occur.
1
Click Start ➝ Settings ➝ Control Panel.
2
Double-click the Add/Remove Programs icon. Result: The Add/Remove Programs window appears.
3
Select Symposium Web Client from the list of installed programs.
4
Click Change. Result: The Symposium Web Client Setup window appears.
5
Click Next. Result: The Program Maintenance window appears.
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Click Remove, and then click Next.
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The Would you like to preserve customer data? window appears.
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ATTENTION
If you have the Windows Server 2003 operating system, when you click No, you uninstall ADAM along with Symposium Web Client; if you click Yes to keep customer data, then you uninstall Symposium Web Client, but you leave ADAM intact.
If you want to preserve your data, click Yes. The system copies your file to the following temporary directory: x:\Documents and Settings\Administrator\Local Settings\Temp\WClient where x is the drive in which the operating system is installed. If you clicked Yes, you can now skip to the Result of step c on the following page.
If you click No, the system deletes all data.If you click No and you have the Windows Server 2003 operating system, a window appears notifying you that you will remove this instance of ADAM.
a. Click Yes to remove ADAM and delete all data. Result: The following window appears, notifying you that the system will uninstall ADAM if you choose to proceed:
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b. Click Yes to remove ADAM and delete all data. Result: The following window appears, notifying you that the system has successfully deleted ADAM:
c. Click Close to continue uninstalling Symposium Web Client. Result: The Remove the Program window appears.
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Click Remove. Result: The Uninstalling Symposium Web Client window appears, giving you a status as it removes any patches that you have installed and the Symposium Web Client software.
Result: The Completing the Symposium Web Client Setup Wizard window appears. 9
Click Finish. Result: The Web Client Installer Information window appears, indicating that you need to restart the application server for your changes to take effect.
10
Click Yes to restart your computer. Note: Uninstallation of Web Client does not automatically uninstall Active Directory.
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Uninstalling Active Directory Introduction You can uninstall Active Directory by running the Active Directory dcpromo program. Note: Do not uninstall Active Directory if you still have Symposium Web Client installed. Active Directory is required for proper Symposium Web Client functionality; therefore, only uninstall Active Directory if you have already uninstalled Symposium Web Client. ATTENTION
If you are going to reinstall Active Directory, you must also uninstall, and then reinstall Terminal Services using Windows 2000 Server’s Add/Remove Windows Component feature in the Add/Remove Programs window. After you reinstall Terminal Services, then reinstall Active Directory. Then you must also reconfigure Terminal Services. For more information, see “Configuring Scripting” on page 217. Uninstall/reinstall order: 1 Uninstall Active Directory. 2 Uninstall Terminal Services. 3 Reinstall Terminal Services. 4 Reinstall Active Directory.
To uninstall Active Directory 1
Click Start ➝ Run. Result: The Run dialog box appears.
2
In the Open box, type dcpromo.
3
Click OK. Result: The Active Directory wizard appears.
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Uninstalling the XML automated assignments feature For details on uninstalling this feature, see the XML Assignments User Guide. This guide and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site. Note: For overview information and details on using the XML automated assignments feature, see “Using the XML automated assignments feature” on page 841.
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Uninstalling Sybase Open Client Introduction ATTENTION
You cannot uninstall Sybase Open Client from a coresident server as this causes Symposium Call Center Server to malfunction. For details on uninstalling the Symposium Call Center Server database, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
You can use the following procedure if you need to uninstall the Sybase Open Client software from the application server. For example, since Symposium Web Client only functions with Sybase Open Client 12.5, if the application server already has a version of Sybase installed that is newer than version 12.5, then you must uninstall it completely before installing version 12.5. Note: Symposium Web Client does not function without Sybase Open Client; therefore, if you uninstall the software, you must reinstall Sybase Open Client 12.5 before you can work with Symposium Web Client. To uninstall Sybase Open Client Note: Before you perform this procedure, you must close all open applications and stop the IIS Admin service (this also stops the FTP Publishing Service, Microsoft SMTP Service, and World Wide Web Publishing Service). To stop the service, from the Windows Start menu, click Programs ➝ Administrative Tools ➝ Services. Select the service you want to stop, and then click Stop. When you have reinstalled Sybase Open Client, you must restart the application server, and then ensure that this service is restarted. 1
Log on to the application server with the Local Administrator user ID.
2
From the Start menu, click Programs ➝ Sybase ➝ Uninstall.
3
The Uninstall window appears. Do not close this window. Result: The system starts uninstalling the software, and then the following Information window appears:
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Click Yes. Result: The system uninstalls the software.
What’s next? Reinstall the Sybase Open Client 12.5 software. After you reinstall the software, you must restart the application server. When the server restarts, ensure that the IIS service is running (if it is not running, then you must restart it manually), and that you can access the Symposium Web Client default web page.
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Chapter 10
Troubleshooting In this chapter Technical support
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Client PC
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Technical support Introduction If you experience technical difficulties, ensure that you have downloaded the latest Service Updates, Performance Enhancement Packages (PEPs), and addenda for both Symposium Call Center Server and Symposium Call Center Web Client. You can download the latest installation or documentation addendum from either http://www.nortelcom (for end customers), or http:// www.nortel.com/prd/picinfo/ (for distributors), and the latest Service Updates and PEPs from http://www.nortel.com/espl. Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Nortel Networks personnel use pcAnywhere as a remote support tool. If you require remote support from Nortel Networks, you must install and configure the Host Only version of pcAnywhere version 11.0.1 on the application server. For guidelines on how to install the software, see below. Note: If you have a previous version of pcAnywhere installed on the application server, consult the Symantec web site (www.symantec.com/pcanywhere) to find out whether you must uninstall your version before installing pcAnywhere 11.0.1.
pcAnywhere and coresidency Neither Symposium Web Client nor TAPI function on a server on which Remote Access Service (RAS) is configured; additionally, TAPI does not function on a server on which a modem is configured and used. If your server is a standalone server with only Symposium Web Client installed, then do not follow the pcAnywhere installation and configuration procedures for a standalone server in the Symposium Call Center Server documentation. These procedures do not apply to Symposium Web Client because RAS is not used in Symposium Web Client. Instead, follow the procedures in this section to install and configure pcAnywhere.
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However, if you are installing Symposium Web Client (and, optionally, TAPI) on a coresident server, then you do not have to perform the procedure in this guide to install and configure pcAnywhere, as you can use the installation that was already performed with the coresident Symposium Call Center Server. When Symposium Call Center Server is installed on a coresident server, RAS is not enabled. Instead, Nortel Networks recommends that users configure a Virtual Private Network (VPN) connection for the coresident server. Connecting to the server through pcAnywhere over a VPN connection is supported on coresident servers with all three applications installed—Symposium Call Center Server, Symposium Web Client, and TAPI. For details on configuring a VPN connection for use with pcAnywhere on a coresident server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide. If TAPI is included in the coresident installation, then in addition to the VPN connection (recommended), you can use pcAnywhere to connect to the coresident server only in the following ways:
through an Ethernet connection over a LAN through a dial-up connection into another non-TAPI computer on the domain that provides access to the TAPI server through a LAN
Problems will occur if you attempt to connect directly to the TAPI server through a modem due to a potential conflict when a modem driver coexists with TAPI drivers on the same server.
Installing and configuring pcAnywhere 11.0.1 for Symposium Web Client One licensed copy of pcAnywhere version 11.0.1 for host computers only is provided for the server on the NTJK08BA pcAnywhere Host-Only CD. This software license enables you to configure the server as the host computer in remote control sessions (that is, the computer to which remote computers connect).
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Note: If you have purchased Symposium Web Client as an upgrade instead of purchasing it bundled with Symposium Call Center Server, then you must also purchase your own copy of pcAnywhere version 11.0.1 for host computers. The NTJK08BA pcAnywhere Host-Only CD is not included when Symposium Web Client is ordered as an upgrade; it is only included when it is bundled with Symposium Call Center Server. Use the Windows 2000 Add/Remove Programs utility in the Control Panel to install the pcAnywhere 11.0.1 software. For compatibility with Symposium Web Client, ensure that you install the Host Only version of the software. Note: If you are upgrading from a previous version of the software and the installation wizard asks if you want to preserve configuration data, select No. Configuration data from previous versions of pcAnywhere is incompatible with pcAnywhere version 11.0.1. ATTENTION
If your server is a standalone server with only Symposium Web Client installed, then do not follow the installation and configuration procedures for a standalone server in the Symposium Call Center Server documentation. These procedures do not apply to Symposium Web Client because Remote Access Service (RAS) cannot be used with Symposium Web Client. Instead, follow the procedure in this section to install and configure pcAnywhere. If you are installing Symposium Web Client on a coresident server, then you do not have to perform the procedure in this guide to install and configure pcAnywhere, as you can use the installation that was already performed with the coresident Symposium Call Center Server.
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CAUTION Risk of system failure .
Before you install pcAnywhere version 11.0.1, ensure that the video drivers on the application server PC are current by consulting the driver manufacturers’ web sites for any available updates. Failure to do so can result in the appearance of a blue screen after pcAnywhere installation or after use of pcAnywhere for operations such as file transfer. For more information, refer to the pcAnywhere web site at www.symantec.com/pcanywhere.
To install pcAnywhere 11.0.1 The following steps are general guidelines only. For more complete information, see the documentation included with the pcAnywhere software. 1
Log on to the application server as Administrator.
2
Insert the pcAnywhere version 11.0.1 CD into the server.
3
If autorun starts and you click Install, or if you clicked the setup.exe file on the CD, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
4
Click Add/Remove Programs to open the Add/Remove Programs window.
5
Click Add New Programs.
6
Click CD or Floppy.
7
Click Next. Result: The program finds the setup.exe file on the CD.
8
Click Next. Result: The pcAnywhere 11.0 launchpad appears.
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Click Symantec pcAnywhere. Result: The Windows Installer window appears, and then the installation Welcome window appears. This may take a few moments.
10
Click Next. Result: The License Agreement window appears.
11
Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.
12
Enter your user name and company details, and then click Next. Result: The Destination Folder window appears.
13
Accept the default location for installing the software, or click Change to choose a custom location. Then click Next. Result: The Custom Setup window appears.
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Accept the defaults in this window, and then click Next. Nortel Networks recommends that you do not install the Host Administrator and Host Agent features. Result: The Ready to Install the Program window appears.
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Click Install. Result: The program installs the software. When it is finished, the LiveUpdate window appears. Click Next.
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The program installs any updates. Click Finish when it is done.
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When the wizard prompts you to register pcAnywhere, click Skip. Then click Yes when it asks you to confirm your choice.
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Click Finish when the installation is complete.
To start pcAnywhere 11.0.1 or later for the first time Tip: To ensure optimum speed when using pcAnywhere, before starting the program, configure the Active Desktop settings on the server as follows: a. Right-click anywhere on the server desktop. b. On the resulting pop-up menu, highlight Active Desktop until another pop-up menu appears. c. On this pop-up menu, ensure that Show Web Content is not selected.
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1
Log on to Windows as Administrator.
2
From the Windows Start menu, choose Programs ➝ Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
ATTENTION
If the following message appears, it indicates that your video driver is incompatible with pcAnywhere: pcAnywhere detected and fixed a display driver problem. Please restart your computer to allow the change to take effect. In this case, you must uninstall pcAnywhere, update your video driver, and then reinstall pcAnywhere.
Result: The Symantec pcAnywhere window appears. 3
Continue with the following procedure to configure pcAnywhere 11.0.1.
What’s next? Configure pcAnywhere.
Configuring pcAnywhere 11.0.1 or later Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote PC. These caller accounts restrict usage of pcAnywhere to appropriate users (for example Nortel Networks support personnel and distributors). To configure pcAnywhere 11.0.1 or later as a host Note: If you are using a modem connection with pcAnywhere, you must have the modem configured before you perform this procedure.
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1
Log on to the server as Administrator.
2
From the Windows Start menu, choose Programs ➝ Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, click Skip, and then choose Yes when asked to confirm.
3
On the pcAnywhere manager (left side), select the Hosts option. Result: The Hosts option on the pcAnywhere manager pane is highlighted.
4
Click the File menu, and then choose New ➝ Item ➝ Use Wizard. Result: The Host Setup Wizard window appears.
5
From the Connection type for this host drop down box, select your modem (if you are using a modem connection with pcAnywhere); otherwise, choose TCP/IP. Note: You cannot use a modem on a coresident server with TAPI installed.
6
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From the Optimized for drop-down list, choose Low bandwidth (modem connection).
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Click Next. Result: The following Wizard window appears:
8
Ensure that Launch with Windows and Run Minimized are checked, and leave all other default settings, as shown in the above graphic.
9
Click Next. Result: The following Wizard window appears:
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Accept the default values in this window, and then click Next. Result: The following Wizard window appears:
11
Click Add. Result: The Identification window appears.
12
In the Login name box, type a name for the caller account. You can choose any name, or use a name that is familiar to you, such as NGenDist.
13
In the Password box, type the password for the caller account. Tip: If you typed NGenDist for the login name, you can use the same NGenDist password that is used in Symposium Call Center Server, or you can use a password of your choice.
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In the Confirm password box, type the same password again. Symposium Call Center Web Client
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Click OK.
16
Click Finish to close the Wizard. Result: The Hosts window reappears with the new account highlighted.
17
In the highlighted account name box, type a custom name for this account to identify it in the list of caller accounts.
18
To continue configuring the account, right-click it, and then select Properties from the resulting pop-up menu. Result: The Host Properties:
19
Click the Callers tab.
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In the Caller list box, highlight the caller account that you just created (its name appears blank until you finish configuring it with the following steps), and then click the Properties icon. Result: The Caller Properties window appears.
21
Click the Privileges tab.
22
Click the Superuser option button.
23
Click OK to save your changes and close the Caller Properties window. Result: The Host Properties window reappears with the account now listed according to its Login ID.
1000
24
Click the Security Options tab.
25
Under Login Options, ensure that Limit login attempts per call and Limit time to complete login are checked and set to 3. Ensure that the Session options are set to Host and Remote, and the Encryption Level is set to None.
Symposium Call Center Web Client
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Troubleshooting
26
Click the Conference tab.
27
Ensure that Enable conferencing and Obtain IP address automatically are selected.
28
Click Apply to save your settings.
29
Click the Protect Item tab if you want to assign a password to control who can modify the Network icon settings. Otherwise, skip to the next step.
ATTENTION
30
If you select the Required to modify properties option on the Protect Item tab, you must enter the password each time a setting is changed. You should record the password and keep a copy of it in a safe place. If you forget the password, you cannot change any settings.
Click OK to save all pcAnywhere Host settings. Result: The Hosts window reappears.
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Standard 7.02
Optionally, repeat steps 4 to 30 to create another caller account of your choice (for example, NGenDesign). Tip: If you typed NGenDesign for the logon name of the second caller account, then you can use the same NGenDesign password that is used in Symposium Call Center Server, or you can use a password of your choice.
32
Close the Symantec pcAnywhere window.
To start pcAnywhere 11.0.1 or later 1
Log on to Windows as Administrator.
2
From the Windows Start menu, choose Programs ➝ Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, select Skip, and then choose Yes when asked to confirm.
3
1002
In the pcAnywhere window, in the Hosts pane, right-click the caller account you created in the previous procedure, and then click Start Host.
Symposium Call Center Web Client
December 2006
Troubleshooting
Client PC Are you having problems with Internet Explorer? Checklist
Check that you are using the correct version of Internet Explorer on the client PC (version 6.0 Service Pack 1 or later). Check that you have configured security in Internet Explorer correctly. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636. If you are getting error messages from Internet Explorer indicating that your web site cannot run Out of Process Components, follow the steps in “To enable Out of Process Components” below.
To enable Out of Process Components 1
Create a script called AspAllowOutOfProcComponents.vbs using any text editor. Insert the following commands: Set objWebService = GetObject("IIS://LocalHost/w3svc") ' Enable AspAllowOutOfProcComponents. objWebService.Put "AspAllowOutOfProcComponents", True ' Save the changed value to the metabase. objWebService.SetInfo
2
Save the script.
3
In Windows Explorer, double-click the script.
4
If this fails, reinstall the software.
Are you having display problems? If the layout of the web interface in Symposium Web Client is distorted, follow these steps.
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To check the display settings of your computer 1
Click Start ➝ Settings ➝ Control Panel.
2
Double-click the Display icon.
3
On the Settings tab, drag the slider in the Desktop area box until the value reads at least 1024 x 768 pixels (it cannot be lower than this value).
4
From the Font size drop-down list, select Small Fonts.
5
Click OK to save your changes.
To set the font size in Internet Explorer In Internet Explorer, on the View menu, click Text Size ➝ Medium.
To resize the font If the text or content displayed in Internet Explorer is too large for the window, and you cannot resize the window, do the following: In Internet Explorer, on the View menu, click Text Size ➝ Smaller, or Text Size ➝ Smallest.
Are you having problems with real-time displays? Note: For more troubleshooting tips on real-time displays, including a description of the error messages that appear in unicast and multicast environments, see “Are the real-time displays blank?” on page 1026. You cannot launch real-time displays In Symposium Web Client, for the real-time displays to launch properly, the system downloads and registers a new RTDControl to the client PC when you launch a real-time display for the first time. If you cannot launch real-time displays on a client PC, then it may be because you have enforced user policies that deny access to the registry on the PC, and, therefore, prevent the system from downloading and registering the new RTDControl. To download the RTDControl
1004
1.
Log on to the client PC as the local administrator (or as a user with registry permissions).
2.
Open Symposium Web Client. Symposium Call Center Web Client
December 2006
Troubleshooting
3.
Open the Real-Time Reporting component.
4.
Launch a real-time display. Result: The system downloads and registers the required RTDControl to the client PC. Now regular users can log on to the client PC and launch realtime displays.
5.
Perform this procedure on every client PC upon which real-time displays will be launched.
Note: If you are having problems downloading third-party controls to the client PC, it may be because of your local security settings. You must ensure that the local security settings for the policy Unsigned non-driver installation behavior are not set to Do not allow installation. For more information, see “To verify your local security policy settings” on page 646. Copying and running the trace tool You can use the IceRtdTrace tool to verify that client PCs are receiving multicast data from the application server. The IceRtdTrace tool resides on the application server. To use this tool on a client PC, you must copy the tool and its associated files to a removable media disk (for example, a CD), and then install them on the client PC. To copy and run the trace tool 1
Navigate to the following path on the application server, where x is the drive on which Symposium Web Client is installed: x:\Program Files\Nortel Networks\WClient\Server
2
Copy the following files to the removable media disk:
ICERtdTrace.exe mtld.dll nbcfg95.dll nbcomd.dll nbdbapi.dll nbss95.dll nbss_e95.dll nicerr.dll ninccapi.dll
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nisysd.dll
3
Create a new folder, such as Trace_Tools, on the client PC that you are testing.
4
Copy the files from the removable media disk to the new folder on the client.
5
On the client PC, rename the file ICERtdTrace.exe to a new name that has a maximum of eight characters (for example, IceTrace).
ATTENTION
6
The trace tool must be run from the MS-DOS command prompt, and MS-DOS does not accept names with more than eight characters on some Windows operating systems.
From the MS-DOS command prompt, change the directory to the folder on the client PC to which the files were copied. For example: c:\>cd Trace_Tools
7
To check if data is being received by the client PC, type the following command: IceTrace -r IPSend
If the client PC is receiving statistics from the application server, the data appears on the monitor. To stop the information from scrolling, press Ctrl+c. You can view the log file that captures the information, IPSndLog.txt, in the same directory. No names appear in real-time displays If the following symptoms appear in your real-time displays, then there may be a problem with the network settings or the configuration of your DNS server, or there may be delays in the network causing timeouts:
Route names appear as *UNKNOWN* in route real-time displays.
IVR queue names appear as *UNKNOWN* in IVR real-time displays.
1006
Agent names and answering skillset names appear as *UNKNOWN* in agent real-time displays.
Skillset and application names appear incorrectly in skillset and application real-time displays.
Symposium Call Center Web Client
December 2006
Troubleshooting
Ensure that the network is functioning correctly, the DNS has been configured correctly on the application server, and that the DNS is providing responses within a reasonable time (for example, less than 10 seconds).
Are you having problems with historical reports? Problem description: You open a private agent report for which you had chosen and saved agent names from the selection criteria. However, upon opening the saved report, instead of seeing the agent names in the Selected box, you see agent login ID numbers. Solution: When you first open a report, the selection criteria defaults to the agent login IDs. However, the agent names that you selected are still saved with the report. To view them, perform the following step: With the report open in the Report Properties window, from the filter dropdown list in the selection criteria area, select Agent Name again. Result: The agent names that you originally chose replace the corresponding agent login IDs in the Selected box.
Are you having problems with ad hoc historical reports? Problem description: When you launch an ad hoc report, the report viewer is blank. Solution: You must install the required third-party files on the client PC for the Crystal Reports viewer to function properly. For details, see “Downloading the Crystal Reports Viewer” on page 650. Problem description: On a Windows Server 2003 operating system platform, you have run an ad hoc report and have left the report open and idle for more than 20 minutes. When you open the next report page, or when you export the report, you receive an error message such as the following: A process serving application pool 'DefaultAppPool' suffered a fatal communication error with the World Wide Web Publishing Service. Solution: The Windows Server 2003 operating system comes with IIS 6.0, which includes the application pool, DefaultAppPool. The Default Web Site (running Symposium Web Client) runs under this application pool. When you leave an ad hoc report open for more than 20 minutes, and then you try to open Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
the next report page, or export the report, the application pool detects that too many processes assigned to it have terminated unexpectedly in a given period of time (because of the activity after the session expiry), and the system initiates the IIS 6.0 rapid-fail protection. Consecutive multiple failures may cause the application pool to be automatically disabled after five (default value) of these failures, after which the application pool is taken out of service. Since the Default Web Site (Symposium Web Client) runs under the application pool, you will not be able to use Symposium Web Client, and any attempt to connect to the web site results in an out-ofservice message (503: Service Unavailable). To prevent this problem from occurring, do not leave ad hoc reports open and idle for more than 20 minutes. Additionally, you can disable rapid fail protection in the IIS DefaultAppPool by performing the following procedure: To disable rapid fail protection for the Application Pool DefaultAppPool in IIS 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the tree, click the plus sign (+) beside
3
Click the Application Pools heading to expand it.
4
Right-click DefaultAppPool, and then click Properties.
5
In the DefaultAppPool Properties window, click the Health tab.
6
Deselect the check mark beside the Enable rapid-fail protection check box to disable rapid fail protection.
7
Click OK to save your changes. Result: You can now work with the report after the session has timed out without causing the DefaultAppPool to be disabled.
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Symposium Call Center Web Client
December 2006
Troubleshooting
Are you receiving “There is a problem connecting to the data source” error messages in Historical Reporting? Problem: You are trying to run historical reports, but when you connect to the server in Symposium Call Center Server, you see an error message in the ad hoc report preview window saying “There is a problem connecting to the data source.” Solution: This problem can occur when the bindings order of the ELAN and CLAN network cards on the server in Symposium Call Center Server is not set up correctly. You must configure the bindings order of the network interface cards so that the CLAN card comes first, then the ELAN card, and then the virtual adapters for remote access. For details, see the solution listed in the entry, “Are you receiving “No Supervisors Defined” error messages in Contact Center Management?” on page 1013.
Are you having problems communicating with the application server? When Symposium Web Client is installed, it uses the default settings stored in IIS. Ensure that web users have permissions on all directories in the Symposium Web Client web site. If they do not have permissions, contact your site administrator for details on changing the settings in IIS. The computer name of the application server must be registered on the DNS server for client PCs to access the server and use Symposium Web Client. If the computer name is not registered on your DNS server, then Symposium Web Client will not function properly. If you have not configured a DNS server, then you must add the computer name of the application server to the HOSTS table on each client PC that accesses Symposium Web Client. For more information, see “Did you configure a name resolution server?” on page 1010. To test communication from the client to the application server If the client cannot connect to the application server, and you have already checked to make sure that the Web Client user name and password are valid, follow these steps:
Planning, Installation, and Administration Guide
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Standard 7.02
1
Ping the Symposium Web Client application server.
2
Check the IP addresses for the application server(s) and the server(s) in Symposium Call Center Server.
3
Check your cabling.
4
Make sure the web site is active on the application server.
5
Make sure the computer name of the application server is registered on the DNS server. Contact your system administrator if the web site is active, the IP addresses are valid, and you are unable to successfully ping the Symposium Web Client application server.
To check if Internet Explorer uses a Proxy Server If the client cannot connect to the application server, check whether Internet Explorer uses a Proxy Server. On the Internet Explorer menu bar, click Tools ➝ Internet Options ➝ Connections ➝ Lan Settings. If the User Proxy Server check box is selected, contact your Proxy Server Administrator to verify that there are no restrictions preventing you from accessing the Symposium Web Client application server.
Did you configure a name resolution server? While Nortel Networks recommends that the application server’s host name be resolved by the corporate DNS server(s), if you did not configure a name resolution server during the operating system installation, then the client PCs that connect to Symposium Web Client cannot find the application server. In this case, your next step is to manually update the HOSTS table on each client PC with the name and CLAN IP address of the application server. When you use server names to connect to an application server in TCP/IP networks, the server name must be associated with an IP address. The HOSTS table carries out this association, which is called host name resolution.
1010
The HOSTS table resolves host names to IP addresses on local computers.
Symposium Call Center Web Client
December 2006
Troubleshooting
Based on the operating system installed on the client PC, sample host tables are located in varying directories. With the Windows 2000 Server installation, for example, sample host tables are provided in the following directory: [x]:\WINNT\system32\drivers\etc On each client PC, use a text editor to modify the host table(s) by entering the computer name and IP address of the application server. ATTENTION
You do not have to use host tables for name resolution if the name of the application server is registered on a DNS server.
Sample host tables are provided below as a guideline, but are not intended to indicate exactly how the host tables should be configured on the client PC. ATTENTION
Incorrectly modifying a host table on the client PC can cause extensive network problems. Before you modify any of the host tables on the client PC, you must carefully review the detailed information on HOSTS in the supporting documentation for Microsoft Windows 2000 Server.
Sample HOSTS table The HOSTS table consists of a list of IP addresses followed by a computer name: 123.4.56.100 webclient.nortel.com
At the end of the file, type the IP address and computer name of the application server. Separate the two values by using the space or tab key. Note: HOSTS tables are case-sensitive. Once you edit and save the HOSTS file, the system automatically reads your new settings. If you are editing the sample HOSTS file, then save the file with no extension for the system to recognize your changes. Planning, Installation, and Administration Guide
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Standard 7.02
Are you having printer problems? To print scheduled reports from the Historical Reporting component and scripts from the Scripting component, you must add and configure a local printer on the application server while logged on as the administrator. To ensure the printer was configured correctly, see “To set up a default printer” on page 211.
Are you having problems upgrading Agent Desktop Displays on the client PC? When you install Symposium Web Client 4.5 on the application server, the IIS security permissions for the MSADC virtual directory are automatically set to Denied Access, which prevents the automatic upgrade of Agent Desktop Displays 4.0 clients to Agent Desktop Displays 4.5. To enable the automatic upgrade to proceed, you must first set the permissions on this folder to Granted Access. For more information, see “To set the permissions on the MSADC folder before upgrading Agent Desktop Displays to Release 4.5” on page 704.
Are you having problems downloading third-party controls to the client PC? If your client PC runs Windows 2000 and you are having problems downloading required third-party controls to the client PC, it may be due to the settings for the local security policy Unsigned non-driver installation behavior. If this policy is set to Do not allow installation, then you cannot install unsigned third-party controls on the client PC. For more information on this policy, and for instructions on changing its settings, see “To verify your local security policy settings” on page 646.
Are you having problems while running two Symposium Web Client sessions simultaneously on one client PC? For proper Symposium Web Client functionality, you must not run more than one Symposium Web Client session at any given time on a single client PC. In certain scenarios, if you run more than one session simultaneously on a client PC (with different Web Client users), interference can occur between the sessions.
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Symposium Call Center Web Client
December 2006
Troubleshooting
Are you receiving “No Supervisors Defined” error messages in Contact Center Management? Problem: You have added supervisors through Contact Center Management and exited the component. When you return to the component and select the same server in Symposium Call Center Server on which you defined the supervisors, you find that the supervisors are not there, and an error message stating “No Supervisors Defined” appears. Solution: This problem can occur when the bindings order of the ELAN and CLAN network cards on the server in Symposium Call Center Server is not set up correctly. You must configure the bindings order of the network interface cards so that the CLAN card comes first, then the ELAN card, and then the virtual adapters for remote access. 1
On the server in Symposium Call Center Server, from the Start menu, click Settings ➝ Control Panel.
2
Double-click Network and Dial-up Connections.
3
Click either the CLAN or ELAN connection, and then, from the Advanced menu, click Advanced Settings.
4
In the Connections box, make sure that the CLAN connection is listed first. If it is not first, adjust the order so that it appears first.
5
Save your changes and close all windows.
6
Restart the server in Symposium Call Center Server.
Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
Application server Are you having problems reinstalling Symposium Web Client in Windows Server 2003? Problem: You are reinstalling Symposium Web Client on a server that is running Windows Server 2003, but the installation halts and you receive an error message that says the program cannot find a script file called PortLdap.vbs. Solution: This problem occurs only when you are reinstalling Symposium Web Client on an application server that is running Windows Server 2003, and you have tried to install the software in a different directory than that in which it was originally installed. When reinstalling Symposium Web Client on an application server that is running this operating system, you must install the software in the same directory in which it was originally installed, or this error will occur. In this case, you must first completely uninstall Symposium Web Client, and then reinstall the software, choosing the same directory in which it was originally installed.
Does your Symposium Web Client installation fail when you attempt to install on a Windows Server 2003 Release 2 operating system with the new optional features installed? Error Message The following error messages appear when attempting to install Symposium Web Client: The server is not operational, Error 0X80072J3A on GetObject method Run-time error ‘-2147463168 (80005000)’ ADSI error; an invalid directory pathname was passed.
1014
Symposium Call Center Web Client
December 2006
Troubleshooting
Problem Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 components listed above, your Symposium Web Client installation will fail.
Solution If you have attempted to install Symposium Web Client on Windows Server 2003 Release 2 operating system with the optional features installed, you must reinstall Windows Server 2003 Release 2 without installing the new optional features. Then proceed with the installation of Symposium Web Client. To install Windows Server 2003 Release 2 without the optional features, do not install or configure CD 2 of the Windows Server 2003 Release 2 installation CDs. When you are prompted to install CD 2, click Cancel and then click OK. For further details about installing the Windows Server 2003 Release 2 operating system without the optional features, consult “Windows Server 2003 installation checklist” on page 1089.
Do you need to change the computer name of the application server? Problem: You need to change the computer name of the application server, and you need to know when it is best to do so, and whether there are any special procedures that you must perform afterward.
Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
Solution: The tips for changing the computer name and suggested post-change tasks vary based on the operating system installed on the server (Windows 2000 Server/ Advanced Server or Windows Server 2003). See the appropriate scenario below for the solution: You need to change the computer name of a server that is running on Windows 2000 Server/Advanced Server If you need to change the computer name that you choose when installing the operating system, you must only do so before you install Active Directory and Symposium Web Client. You cannot change the computer name that you choose during the Windows 2000 Server/Advanced Server installation at a later date without disrupting the operations of both Symposium Web Client and Active Directory. Both applications require the computer name to be identified on the network. When Symposium Web Client runs on a Windows 2000 Server/Advanced Server platform, the application server must be a domain controller. If you need to change the computer name after Active Directory and Symposium Web Client are installed, then you must demote the server from being a domain controller, and in doing so, you will lose all Active Directory data (Symposium Web Client data). You need to change the computer name of a standalone or coresident server that is running on Windows Server 2003 When you change the computer name on a Windows Server 2003 platform after you install Symposium Web Client, there are several procedures that you must perform to reset the name so that Symposium Web Client (and, on coresident servers, Symposium Call Center Server and TAPI) function properly.
1016
1.
On a coresident server, an administrator must run the Symposium Call Center Server Computer Name Sync utility. For details, see the Symposium Call Center Server Installation and Maintenance Guide.
2.
On either a standalone or coresident application server, an administrator must reset the IUSR_SWC account to reflect the new computer name. For details, see “To reset the IUSR_SWC account to reflect a new computer name” on page 1017.
Symposium Call Center Web Client
December 2006
3.
Troubleshooting
After you change the computer name, some SOAP processes will not function properly (because they still refer to the old computer name). On either a standalone or coresident application server, an administrator or support technician must run the Symposium Web Client ChangeSOAPSrv utility to reset the SOAP files to reflect the new computer name. For details, see “To run the ChangeSOAPSrv utility” on page 1047.
To reset the IUSR_SWC account to reflect a new computer name Perform this procedure on a standalone or coresident application server that is running Windows Server 2003 only if you have changed the computer name of the server after installing Symposium Web Client. 1
Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.
2
In the tree, click the plus sign (+) beside
3
Click the plus sign (+) beside the Web Sites folder. Result: The folder expands.
4
Right-click Default Web Site, and then select Properties from the resulting pop-up menu. Result: The Default Web Site Properties window appears.
Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
5
Click the Directory Security tab.
6
Under the Authentication and access control heading, click Edit. Result: The Authentication Methods window appears.
7
Click Browse. Result: The Select User window appears.
1018
Symposium Call Center Web Client
December 2006
8
Troubleshooting
Click Advanced. Result: The bottom portion of the Select User window expands.
Planning, Installation, and Administration Guide
1019
Troubleshooting
9
Standard 7.02
Click Find Now. Result: The list of all the user accounts configured on the server appears.
1020
Symposium Call Center Web Client
December 2006
10
Troubleshooting
From the list of user accounts, highlight the IUSR_SWC account, and then click OK. Result: The Select User window reappears with the IUSR_SWC account listed at the bottom.
11
Click OK. Result: The Authentication Methods window reappears, with the IUSR_SWC user account shown.
12
In the Password box, you must type the same password that you originally used for this account when you configured it in the procedure “To add the IUSR_SWC account as the anonymous user account for IIS” on page 537.
Planning, Installation, and Administration Guide
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Troubleshooting
13
Standard 7.02
Click OK. Result: The Confirm Password window appears.
14
Type the password again, and then click OK. Result: The system records the password.
15
Click OK to save your changes.
Are the client PCs having problems starting Symposium Web Client? Checklist
Ensure that the IIS service is running on the application server.
Ensure that Active Directory is installed on the application server.
Confirm that the event viewer logs are configured correctly on the application server. For more information, see “To configure the event viewer logs on the application server” on page 1024.
To verify that IIS is running on the application server 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Services. Result: The Services window appears.
2
In the right pane, locate the IIS Admin Service.
3
In the Status column, verify that this service is Started.
To verify that Microsoft Active Directory is installed on the application server Click Start ➝ Programs ➝ Administrative Tools. If the following programs are listed on the Administrative Tools menu, Active Directory has already been installed on the application server:
1022
Active Directory Domains and Trusts
Active Directory Sites and Services
Active Directory Users and Computers
Symposium Call Center Web Client
December 2006
Troubleshooting
Are you having problems communicating with Symposium Call Center Server? Check to make sure that the Symposium Call Center Server IP address that you are using is valid. To test application server communication with Symposium Call Center Server If the application server cannot connect to Symposium Call Center Server, and you have already checked to make sure that the Symposium Call Center Server IP address is valid, follow these steps from the application server. 1
Ping Symposium Call Center Server. Contact your system administrator if you are unable to successfully ping Symposium Call Center Server.
2
Check your cabling.
3
Check the IP addresses for the application server(s) and the server(s) in Symposium Call Center Server.
4
Check the versions on servers in Symposium Call Center Server, and confirm that they are compatible with Symposium Web Client.
Using ICERTDTrace to trace IP multicast data Real-Time Display configurations of Symposium Web Client include a diagnostic tool called ICERTDTrace.exe to assist you in determining whether your network has been configured properly for IP multicasting. If you are experiencing Real-Time Reporting or Agent Desktop Displays problems, you can also identify where the problem originates. For example, you can use ICERTDTrace.exe to determine why real-time reporting is not displaying information on the application server after you have configured RSM on Symposium Call Center Server.
Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
To use ICERTDTrace to trace data sent from the Symposium Call Center Server to the application server 1
At a command prompt on the application server, navigate to the Symposium Web Client folder: C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server where [x] is the drive letter for the hard drive on which Windows 2000 Server is installed.
2
Enter the following command to trace data sent from Symposium Call Center Server to the application server: ICERTDTrace -r IPreceive Output from either of these commands is printed to the screen at run time, and to a text file called IPRcvLog.txt.
To use ICERTDTrace to trace data sent from the application server to clients 1
At a command prompt on the application server, navigate to the Symposium Web Client folder: C:\> cd [x]:\Program Files\Nortel Networks\WClient\Server where [x] is the drive letter for the hard drive on which Windows 2000 Server is installed.
2
Enter the following command: ICERTDTrace -r IPSend Output from this command is printed to the screen at run time, and to a text file called IPSndLog.txt.
To configure the event viewer logs on the application server If the event viewer log properties are set to the default value of overwriting events after seven days, then the event log may become full, preventing Symposium Web Client users from logging on to the application server.
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Symposium Call Center Web Client
December 2006
Troubleshooting
To avoid this problem, after you install Windows 2000 Server with Service Pack 3 (minimum) or Service Pack 4 or later (recommended), configure each of the event viewer logs on the application server to Overwrite events as needed by following the instructions below. 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Event Viewer. Result: The Event Viewer window appears, listing the log files on the Tree tab.
2
On the Tree tab, right-click the first log file, Application Log, and from the resulting pop-up menu, click Properties. Result: The corresponding properties window appears.
3
In the Log size area of the window, select the Overwrite events as needed option.
4
Click OK to save your changes and close the properties window.
5
Perform this procedure for each of the log files in the tree.
Are you having problems with Configuration’s Upload feature?
The amount of configuration data you can upload using Symposium Web Client’s Configuration component is restricted by the limits you have set in the Parameters tab of the Historical Statistics window in Symposium Call Center Server. For example, if you have a limit of 240 configured CDNs in the Historical Statistics on Symposium Call Center Server, you cannot upload more than 240 CDNs using the Symposium Configuration Tool spreadsheet. Always verify the Symposium Call Center Server limits before beginning the upload process. Ensure that you are uploading the template spreadsheet that you downloaded from Symposium Web Client’s Configuration component. Do not upload the M1 Data Extraction Tool spreadsheet. You must copy the data from the M1 Data Extraction Tool spreadsheet into the Symposium Web Client spreadsheet template, and then upload. If you suspect that there are problems with the Excel application, run Detect and Repair by clicking Help ➝ Detect and Repair. Excel searches for program defects and repairs them.
Planning, Installation, and Administration Guide
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Troubleshooting
Standard 7.02
If you are using a client PC to upload or download configuration data, try restarting the client PC. If the problems persist, try restarting the application server. The number of agent to skillset and agent to supervisor assignments that you can upload from the Symposium Configuration spreadsheets is restricted due to the Microsoft Excel limit of 256 columns per worksheet.
Are the real-time displays blank?
Ensure that the LAN/WAN supports multicast traffic by contacting your network administrator to confirm that the routers have multicast capabilities. Verify that you can send and receive data between Symposium Call Center Server, the application server, and the application server clients. For more information, see “Using ICERTDTrace to trace IP multicast data” on page 1023. Confirm that the RSM components are sending data to the same IP multicast address. Check the IP Receive address for the application server. Make sure that it matches the IP Send multicast address setting in Symposium Call Center Server. See “Modifying RSM settings and multicast rates” on page 77.
Multicast and unicast icons in real-time displays To help you troubleshoot problems with real-time displays, when you first launch a display and while the system is retrieving data, an icon appears on the display, identifying whether the application server supports multicast clients, unicast clients, or both multicast and unicast clients. The following graphic shows a display in which both icons are shown, indicating that the application server supports both multicast and unicast. In cases where only one transmission method is enabled, the corresponding icon appears on the display alone:
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Once the display is launched, the icon indicates the transmission mode that is actually being used to launch the display. The following graphic shows a display that is receiving data through a unicast connection, a dedicated connection between the application server and client PC:
If this display were receiving multicast data, there would be a multicast icon at the top and there would be no direct connection to the application server. Instead, the client would be “listening” to a shared multicast data stream. There are a number of reasons why the real-time displays can appear blank, as described in the following scenarios:
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No unicast sessions available This error normally appears on a client computer when an attempt to open a unicast channel fails and the client is not receiving multicast data. From the error message shown in the following graphic, you can see that the application server supports both multicast and unicast clients, so the implication is that this client is on a unicast-only segment of the network. The absence of a unicast icon indicates that the unicast connection was not successfully established and the client PC is not receiving data packets. In this case, close the display and try to launch it again later. Note: In this case, close the display and try to launch it again later. If the problem persists, you may need to increase the number of unicast connections that the application server allows (subject to prior engineering analysis).
No relevant data The following window appears on a client computer when it is receiving data, but the data is not relevant for the current display (for example, when the information is not available within the user’s partition(s) or the current filter blocks the data from the display). The presence of the unicast icon indicates that a unicast connection was successfully established and the client PC is receiving data packets.
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No data is available on the network This window appears on a client PC when it is not receiving any data. There is no icon at the top of the window, indicating that the display is not receiving any data. The Transmit Mode = Multicast note implies that the server only supports multicast, but, in this case, the client PC is not receiving multicast data. This may be the result of a network problem, or it may mean that the server should support unicast, but it has not been enabled. Report the problem to your administrator so that he or she can check the application server settings and enable unicast, if necessary. The administrator may also check the network settings to determine why the client PCs cannot receive multicast data.
The characters “*” and “0” appear in the display Occasionally, the statistics in a real-time display may stop updating and the characters “*” and “0” appear instead of the variable fields, as shown in the following graphic. In a unicast environment, this indicates that the server has stopped sending data to this client. You must close and reopen the display. In a multicast environment, this indicates that the server may have stopped sending the multicast stream. Run a trace on the application server if the problem persists. Planning, Installation, and Administration Guide
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Are you having problems with Active Directory? Nortel Networks recommends that you install the Windows 2000 support tools for troubleshooting problems with Active Directory in Windows 2000 Server. To Install Windows 2000 support tools 1
Insert the Microsoft 2000 CD in the application server’s CD-ROM drive.
2
Click Start ➝ Settings ➝ Control Panel. Result: The Control Panel window appears.
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Click Add/Remove Programs. Result: The Add/Remove Programs window appears.
Note: If you double-click the setup.exe file on the Symposium Web Client CD, or if the setup file launches automatically, the Terminal Server Install Failure dialog box appears. This occurs because Terminal Services must be in Install Mode before you can install an application.
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To switch Terminal Services to Install Mode and install the Windows 2000 support tools, select the Add/Remove Programs link in the dialog box. The Add/Remove Programs window appears, and Terminal Services automatically switches to Install Mode.
4
Click Add New Programs.
5
Click CD or Floppy to indicate that you want to install the Windows 2000 support tools from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
6
Click Next. Result: The Run Installation Program window appears.
7
Click Browse, and then navigate to D:\Support\Tools\setup.exe, where D: is the application server’s CD-ROM drive.
8
Click OK. Result: The Windows 2000 Support Tools Setup Wizard window appears.
9
Click Next. Result: The User Information Window appears.
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10
In the Name box and the Organization box, enter the appropriate information.
11
Click Next. Result: The Select An Installation Type window appears.
12
Click Typical.
13
Click Next. Result: The Begin Installation window appears.
14
Click Next. Result: After the system copies files to the application server, the Completing the Windows 2000 Support Tools Setup Wizard window appears.
15
Click Finish. Result: The After Installation window appears.
16
Click Next. Result: The Finish Admin Install window appears.
17
Click Finish.
Did you configure a name resolution server? If you did not configure a name resolution server, such as a DNS server, during the Windows 2000 Server installation, Symposium Web Client cannot find the Symposium Call Center Server systems. In this case, your next step is to manually update the HOSTS table. When you use server names to connect to an application server in TCP/IP networks, the server’s host name must be associated with an IP address. When the HOSTS table carries out this association, it is called host name resolution.
The HOSTS table resolves host names to IP addresses on local computers.
Sample host tables are provided with the Windows 2000 Server installation in the following directory: [x]:\WINNT\system32\drivers\etc
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Use a text editor to modify the host table(s), and to enter the name and IP address of
each Symposium Call Center Server
each NCC Server
ATTENTION
You do not have to use host tables for name resolution if the names of the servers in Symposium Call Center Server and the NCC server names are registered on a DNS server.
Sample host tables are provided below as a guideline, but are not intended to indicate exactly how the host tables should be configured on the application server. ATTENTION
Incorrectly modifying a host table on the application server can cause extensive network problems. Before you modify any of the host tables on the application server, you must carefully review the detailed information on HOSTS in the supporting documentation for Microsoft Windows 2000 Server.
Sample HOSTS table The HOSTS table consists of a list of IP addresses followed by a computer name: 123.4.56.100 webclient.nortel.com
At the end of the file, type the IP address and computer name of the servers that you are adding to the file. Separate the two values by using the space or tab key. Note: HOSTS tables are case-sensitive. Once you edit and save the file, the system automatically reads your new settings. If you are editing the sample HOSTS file, then save the file with no extension for the system to recognize your changes.
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Have you forgotten the iceadmin password? If you have forgotten or misplaced the iceadmin password, you can use the procedure in this section to reset it. Note: You can also use the first part of this procedure (steps 1 to 7) if you have forgotten or misplaced the password and you are upgrading from Symposium Web Client Release 4.5 SU02 to a later release. During the upgrade process, the system asks you to type the old iceadmin password. At this point in the installation—and without halting the installation process—you can perform steps 1 to 7 listed below, and then return directly to the upgrade installation, typing the iceadmin password that you supply in step 6 below as the old iceadmin password in the upgrade installation. Manually resetting the password involves the following two main steps: 1.
You must reset the password in Windows.
2.
You must reset the password by using the Iceadmin Password Change utility that is provided with Symposium Web Client.
To reset the iceadmin password Note: You must be logged on as a user with administrator privileges before you perform this procedure. 1
On the application server, click Start ➝ Programs ➝ Administrative Tools ➝ Active Directory Users and Computers. Result: The Active Directory Users and Computers window appears.
2
In the tree in the left pane, double-click the
3
Click the Users folder. Result: The list of users configured in Active Directory appears in the right pane.
4
Locate and right-click the iceAdmin user.
5
From the resulting pop-up menu, select Reset Password. Result: The Reset Password window appears.
6
In the boxes provided, type the new password and confirm the password.
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7
Click OK.
8
Close all windows to save your changes. Continue with the following steps to change the password using the Iceadmin Password Change Utility.
9
Click Start ➝ Programs ➝ Symposium Web Client ➝ Configuration.
10
In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.
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Click IceAdmin Password Change. Result: The iceAdmin Password Change window appears.
12
In the Old Password box, type the same password that you used in step 6.
13
In the New Password box, type a new password for the iceadmin user account.
14
In the Confirm Password box, type the new password again, and then click OK. Result: The system ensures that you typed the same password both times, and then registers the new password in all required components. You can now return to the procedure for upgrading Symposium Web Client.
Are you having problems with Select All in Historical Reporting, Contact Center Management, and Access and Partition Management? Problem: Your application server is running Windows Server 2003 (Enterprise or Standard Edition) and you use the server as a client PC to connect to Symposium Web Client. When you open certain pages in Contact Center Management, Access and Partition Management, or Historical Reporting, you cannot use the Select All button to select all agents, skillsets, or access classes, and the Submit button remains disabled when you click Select All. In addition, the Submit button remains disabled when you click individual agents, skillsets, or access classes. Planning, Installation, and Administration Guide
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In Access and Partition Management, when you are viewing a partition and you select a user from the Members area, you cannot see the selected user’s details. Solution: This problem occurs only on PCs that are running Windows Server 2003 and that are used to connect to Symposium Web Client. When Internet Explorer is used on a Windows Server 2003 platform, it includes the new Internet Explorer Enhanced Security Configuration, which is enabled by default. This configuration is designed to decrease the exposure of the server to potential attacks that can occur through Web content and application scripts. One of the features of this configuration is to automatically block web sites that are not listed in the Trusted Sites zone. In Symposium Web Client, certain pages in Contact Center Management, Historical Reporting, and Access and Partition Management that contain lists of agents, skillsets, and access classes make use of a behind-the-scenes URL called “about:blank” to display the information correctly. Even after you add the application server’s URL as a Trusted Site (for example, http://swcservername), you still need to add the “about:blank” URL as a Trusted Site as well. This ensures that the “about:blank” URL is not blocked by Internet Explorer and that the Select All and Submit buttons function properly. To add the “about:blank” URL as a Trusted Site 1
On the application server running Windows Server 2003, open Internet Explorer.
2
From the menu bar, select Tools ➝ Internet Options. Result: The Internet Options window appears.
3
Click the Security tab.
4
Click the Trusted Sites icon.
5
Click Sites. Result: The Trusted sites window appears.
1038
6
Ensure that the Require server verification {https:} for all sites in this zone check box is deselected.
7
In the Add this Web site to the zone box, type about:blank only (without the http:// prefix and without spaces).
8
Click Add. Symposium Call Center Web Client
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9
Ensure that about:blank appears correctly in the Web sites box (without the http:// prefix and without spaces).
10
Click OK to save your changes and return to the Internet Options window.
11
Click OK to close the Internet Options window.
Are you receiving a message indicating that contents from the “about:blank” Web site are being blocked by the Internet Explorer Enhanced Security Configuration? For the solution to this problem, see “Are you having problems with Select All in Historical Reporting, Contact Center Management, and Access and Partition Management?” on page 1037.
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Symposium Call Center Server Are you having problems with the TFE and ASM services in Symposium Call Center Server? Problem: You have noticed that the TFE and ASM services do not start in Symposium Call Center Server, which, in turn, prevents the server from routing calls. Solution: The solution to this problem involves two main procedures: 1.
When the Symposium Web Client application server has more than one network interface card, you must ensure that the card configured for the CLAN comes first in the bindings order, followed by the other network card (which is not used in Symposium Web Client).
2.
Then you must also ensure that you disable the Automatic Private IP Addressing (APIPA) feature, which automatically assigns an IP address to a non configured network interface card. When communicating with the server in Symposium Call Center Server, the application server occasionally passes this invalid IP address on, which results in server degradation through repeated failed communication attempts.
To change the bindings order of the network interface cards on the application server
1040
1
On the application server, click Start ➝ Settings ➝ Control Panel.
2
Double-click Network and Dial-up Connections.
3
From the Advanced menu, click Advanced Settings.
4
In the Connections box, make sure that the CLAN connection is listed first. If it is not first, then use the arrow button to adjust the order so that it appears first.
5
Save your changes and close all windows.
6
Restart the application server.
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December 2006
Troubleshooting
To disable the Automatic Private IP Addressing feature While you may choose to disable the feature for only the network interface card that is not being used, Nortel Networks recommends that you disable the feature for the application server as a whole, as shown in the following procedure. Note: Before performing this procedure, check to see if the IPAutoconfigurationEnabled value already exists in this registry folder: HKEY_LOCAL_MACHINE\CurrentControlSet\Services\Tcpip\Parameters If it exists, then ensure that it has the hexadecimal value of 0 (zero), and that the value type is DWORD. A value of 0 indicates that this feature is already disabled on the server. ATTENTION
The following procedure must only be performed by users who are familiar with modifying the registry. Microsoft warns that before you modify the registry, you must back it up and ensure that you understand how to restore the registry if a problem occurs. For information on backing up, restoring, and editing the registry, go to the following Microsoft Web page: http://support.microsoft.com/?scid=fh;[ln];kbhowto On this page, enter Knowledge Base article number 256986.
1
On the application server, click Start ➝ Run.
2
In the Open box, type regedit, and then click OK. Result: The Registry Editor opens, listing the available registry pages in separate folders.
3
Navigate to the following folder: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\ Parameters
4
In this folder, add a new DWORD value called IPAutoconfigurationEnabled.
5
Ensure that the new value has a hexadecimal value of 0 (zero). Note: The value of zero in brackets at the end of the hexadecimal string means that Automatic Private IP Addressing is disabled on this computer.
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6
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Standard 7.02
Restart the application server to save your changes.
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Simple Object Access Protocol errors Are you receiving Simple Object Access Protocol errors? When you investigate Simple Object Access Protocol (SOAP) errors, you must check the settings and configuration on both the application server and the client PCs. This section is separated into the actions that you perform on each type of computer.
Application server If you are receiving Simple Object Access Protocol (SOAP) errors, check the following on the application server: 1.
Ensure that the application server is set up as a Trusted Site that allows the downloading of signed ActiveX Controls. For details, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
2.
Check for the required files on the application server, as follows:
In the following path: C:/Program Files/Common Files/MSSOAP/Binaries
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Standard 7.02
where C is the drive on which SOAP is installed, ensure that these required SOAP .dll files exist: MSSOAP30.dll SOAPIS30.dll WHSC30.dll WISC30.dll
3.
In the following path: C:/Program Files/Common Files/MSSOAP/Binaries/Resources/1033 where C is the drive on which SOAP is installed, ensure that this required SOAP .dll file exists: MSSOAPR30.dll In the following path: C:/WINNT/System32 where C is the drive on which the operating system is installed, ensure that the following Microsoft XML parser files exist: msxml4.dll msxml4r.dll Ensure that the application server is registered with the DNS server by logging on to Symposium Web Client using the application server name, instead of the IP address. a. On the application server (or on a client PC), open Internet Explorer. b. In the Address box, type the URL of your application server, using the appropriate protocol for your network (either HTTP or HTTPS). Result: If the server is registered with the DNS server, then the Symposium Web Client Logon page appears. If an error message appears, then the server name is not registered with the DNS server.
4.
Ensure that the appropriate SOAP files are using the application server name as follows: a. Navigate to the location where Symposium Web Client is installed: X:/Program Files/Nortel Networks/WClient/Apps/Common/SOAP b. Use a text editor, such as Notepad, to open the WSDL file, SOAPWrapper.WSDL.
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c. Scroll down to the end of the file and ensure that the port address does not reference localhost, but the application server name.
Example The following line shows an example where the port address references the localhost, which is the wrong configuration for Symposium Web Client: <soap:addresslocation='http://localhost/SWCCommon/SOAP/ SOAPWrapperCommon.ASP'/> If you see the above configuration, then you must replace localhost with the computer name of the application server. In the following example, the computer name of the application server is SWCCONFIG: <soap:addresslocation='http://SWCCONFIG/SWCCommon/SOAP/ SOAPWrapperCommon.ASP'/> 5.
Ensure that IIS is configured correctly, as follows: a. Click Start ➝ Programs ➝ Administrative Tools ➝ Internet Services Manager. b. In the Internet Information Services window, click the plus sign (+) beside the server name. c. In the tree, right-click Default Web Site, and then click Properties from the resulting pop-up menu. d. Click the Home Directory tab. e. Click Configuration. f.
On the App Mappings tab, in the Application Mappings box, verify whether the .wsdl extension appears under the Extension column heading.
g. If this value exists, then it references the SOAPISAP.dll at the location C:/Program Files/Common Files/MSSoap/Binaries/SOAPISAP.dll. h. Highlight this line, and then click Remove. i.
Click OK twice to save your changes.
j.
Close the Internet Information Services window.
k. Restart IIS to register your new changes.
6.
Ensure that the system can load the WSDL file, as follows:
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a. Open Internet Explorer. b. In the Address box, type the location of the WSDL file: http://servername/Common/SOAP/SOAPWrapper.WSDL where servername is the computer name of the application server. c. Press Enter. Result: The WSDL file should appear in XML format. If the system cannot load the file in this format, then an error message appears.
Client PC If you are receiving Simple Object Access Protocol (SOAP) errors, check the following on the client PC: 1.
Ensure that the application server is set up as a Trusted Site that allows the downloading of signed ActiveX Controls. For details, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
2.
Ensure that ClientSoap.msi is installed. To verify if it is installed, ensure that all the SOAP and Microsoft XML parser files noted on page 1043 are in the same locations on the client PC.
Note: The file WHSC30.dll only appears on client PCs running Windows Server 2003, Windows 2000 Server, and Windows XP. If the client PC runs on any other platform, then this file is not applicable. 3.
If ClientSoap.msi is not installed, then a message appears when you first attempt to log on to Symposium Web Client, giving you the option of downloading the Client Soap package from the application server. You must have administrative privileges to install this package.
4.
If you used the fully qualified domain name in the SOAP Configuration Parameters window when you installed Symposium Web Client on the application server, then you must also add this name as a Trusted Site on each client PC that accesses the application server. Ensure that the name is set as a Trusted Site by performing the following steps: a. Click Tools ➝ Internet Options. b. Click the Security tab. c. Click the Trusted Sites icon.
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d. Click Sites. e. Deselect the Require server verification {https:} for all sites in this zone check box. f.
In the Web sites box, ensure that the fully qualified domain name appears.
You receive a message indicating that you must run the ChangeSOAPSrv utility Note: This message and the procedure that follows are applicable only to Symposium Web Client 4.5 SU05 or later; the message does not appear if you have a previous release of the software installed. This message appears when you launch a component that requires SOAP (for example, the Configuration component), but SOAP has not been configured correctly. When you launch the utility, it reconfigures the server name settings in the .WSDL files, enabling SOAP to function properly. This message usually appears because the incorrect server name was entered in the SOAP Configuration Parameters window during the Symposium Web Client installation. If the Symposium Web Client default URL is the application server’s fully qualified host name (for example,
On the application server, open a command prompt and navigate to the directory: C://Program Files/Nortel Networks/WClient/Apps/Supportutil where C: is the drive on which Symposium Web Client is installed.
2
At the prompt, type the following text:
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ChangeSOAPSrv C://Program Files/Nortel Networks/WClient/Apps/ Common/SOAP;
Press Enter. Result: A window appears, showing the updated SOAP files.
4
1048
Try launching and working with a Symposium Web Client component that requires SOAP (for example, Configuration).
Symposium Call Center Web Client
Appendix A
Installation worksheets and checklists In this appendix Overview
1050
Pre-installation worksheet
1051
Installation checklist for Windows 2000 Server/Advanced Server
1063
Installation checklist for Windows Server 2003
1069
Windows 2000 Server/Advanced Server installation checklist
1080
Windows Server 2003 installation checklist
1089
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Installation worksheets and checklists
Standard 7.02
Overview Before installing Windows 2000 Server/Advanced Server, or Windows Server 2003, and Symposium Web Client, Nortel Networks recommends that you complete the “Pre-installation worksheet” on page 1051. This worksheet lists tasks and information that you need to complete or gather before the installation. During the installation, you must install and configure software in a precise order on the server in Symposium Call Center Server, on the Symposium Web Client application server, and on client PCs. Follow the order listed in the appropriate installation checklist for your operating system to ensure that Symposium Web Client functions properly upon completion of the installation. For details, see “Installation checklist for Windows 2000 Server/Advanced Server” on page 1063, or “Installation checklist for Windows Server 2003” on page 1069. ATTENTION
1050
When installing and configuring the software on the application server, you cannot install a non-English version of the operating system over a previously installed English version of the operating system. Instead, you must ensure that the application server is completely clean and free of all English operating system components before proceeding with the non-English installation. Failure to do so results in functionality problems in Symposium Web Client.
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Installation worksheets and checklists
Pre-installation worksheet Pre-installation questions
Fill in the required information
1 Computer name that will be assigned to the application server? Note: The computer name can be a maximum of 12 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, “-”). No other characters are allowed [for example, the name cannot include any underscores (_)].If you need to change the computer name of the server, there are different restrictions for doing so, based on the operating system that is installed on the application server, For details, see page 1083 (Windows 2000 Server/ Advanced Server) or page 1093 (Windows Server 2003). 2 IP address for the application server?
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Pre-installation questions
Standard 7.02
Fill in the required information
3 Name of the domain for the application server? Note: Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. If you are installing Symposium Web Client on a server that is running Windows Server 2003, you have the option of adding the server to an existing Active Directory domain or keeping the application server as a standalone server. To add the server to an existing domain, you need to know the fully qualified domain name of the domain, including the prefix and suffix. Note: Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. You cannot change the domain name after you install Symposium Web Client. To change the domain name, you must uninstall and reinstall the software with the new name. 4 Subnet that the application server belongs to?
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Installation worksheets and checklists
Fill in the required information
5 Is the computer name of the application server registered with the DNS server? From the client PC, type ping -a appserver-ip-address. The system must return the same name that is registered with the DNS server for the application server. If the computer names do not match, you must resolve the conflict before proceeding. 6 Default gateway that the application server will use? 7 Are the unique CLAN IP addresses of each Symposium Call Center Server system registered with Domain Name Services (DNS)? 8 Is the physical computer name of each Symposium Call Center Server registered with the DNS server? From the application server, type ping -a CLAN IP address. The system must return the same name that is registered with the DNS server for each Symposium Call Center Server. If the computer names do not match, you must resolve the conflict before proceeding. 9 IP address for the Preferred DNS server (to enable forward/reverse lookups)?
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Installation worksheets and checklists
Pre-installation questions
Standard 7.02
Fill in the required information
10 IP address for the Alternate DNS server? 11 What is the name and CLAN IP address of
each Symposium Call Center Server system? Network Control Center (NCC) server?
This information must be entered in the HOSTS table if the CLAN IP addresses of each Symposium Call Center Server system are not registered with the DNS server. For more information, refer to “Did you configure a name resolution server?” on page 1033. You also require this information when you first configure your call center using Symposium Web Client.
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Installation worksheets and checklists
Fill in the required information
12 What is the name and CLAN IP address of the application server? On each client PC, you must be able to resolve the Symposium Web Client application server’s host name to an IP address (for example, when you type ping
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Installation worksheets and checklists
Pre-installation questions
Standard 7.02
Fill in the required information
15 IP multicast address that Symposium Call Center Server is using to send data to Symposium Web Client? (This IP multicast address will also be used as the application server’s receiving IP multicast address.) 16 The IP multicast address that the application server will use to send Real-Time Reporting and Agent Desktop Displays data to its clients? 17 The IP multicast address that the application server will use to send Emergency Help data to its clients (if different than the address used to send Real-Time Reporting and Agent Desktop Displays data)? Note: The application server can have two different IP Send addresses: one used to send Real-Time Reporting and Agent Desktop Displays data to client PCs, and another used to send Emergency Help data to client PCs. You can use two different IP addresses, or you can use one IP Send address for both types of data. 18 Has Real-time Statistics Multicast (RSM) been enabled on Symposium Call Center Server? For more information, refer to Chapter 2, “Preparing Symposium Call Center Server.”
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Installation worksheets and checklists
Fill in the required information
19 Have you modified the default RSM settings on Symposium Call Center Server? For more information, refer to “Modifying Real-time Statistics Multicast settings” on page 75. 20 What multicast rate (the default rate is 5 seconds) are you going to use? For more information, refer to “Modifying RSM settings and multicast rates” on page 77. 21 If you are going to use multicast, is it enabled on the network where the client PCs are located? 22 If the application server is connecting to more then one Symposium Call Center Server, is multicast enabled in these network segments as well? 23 What is the Time-To-Live setting for RSM? For more information, refer to “Modifying RSM settings and multicast rates” on page 77.
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Pre-installation questions
Standard 7.02
Fill in the required information
24 Which real-time statistics are you going to collect? M1/Succession 1000 (skillset, application, agent, nodal, route, IVR) DMS/MSL-100 (skillset, application, agent, nodal) For more information, refer to “Modifying RSM settings and multicast rates” on page 77. 25 What is the name of your mail server? You must enter this information if you are configuring automatic e-mail notification in the Historical Reporting component. See “Configuring Historical Reporting” on page 208. 26 Which e-mail address should be used for notification of Non-delivery reports? You must enter this information if you are configuring automatic notification of the Non-Delivery report in Historical Reporting. See “Configuring Historical Reporting” on page 208. 27 What is the name and IP address of the printer you will be using for Historical Reporting and Scripting? See “To set up a default printer” on page 211.
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Installation worksheets and checklists
Fill in the required information
28 Which operating system are you installing on the Symposium Web Client application server (Windows 2000 Server or Windows Server 2003)? Choose the appropriate installation chapter based on your answer. 29 Does your company require that you follow the optional Nortel Networks security guidelines, such as Installing and configuring IIS Lockdown (Windows 2000 Server only), or installing URLScan? These procedures are listed in the sections Section E: “Security and the server (Windows 2000 Server)” on page 231, and Section G: “Security and the server (Windows Server 2003)” on page 619. If the security policy at your company does not require any of the settings listed in either of these sections, then you can skip these procedures.
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Fill in the required information
30 What is the network impact of adding Symposium Web Client to your network? Ensure that you understand the requirements for Agent Desktop Displays, multicast communication, and Terminal Services. If your operating system is Windows 2000 Server, ensure that you understand the requirement for the application server to be the domain controller in its own domain, within its own domain forest. For Windows Server 2003, ensure that you understand the requirements for Active Directory Application Mode and replication.
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Pre-installation questions
Fill in the required information
31 How many client PCs will require access to the Script Manager component (for script editing)? Note: As of date of publication, the following information on Client Access Licensing was available from Microsoft. Consult Microsoft for the latest information. Nortel Networks does not accept any liability for enduser compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
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Standard 7.02
Fill in the required information
32 Is Internet Explorer configured on client PCs to use a Proxy Server? If so, notify your Proxy Server administrator to avoid any potential browsing problems. 33 Have you downloaded the most recent Service Update for Symposium Call Center Server and Symposium Web Client from http:// www.nortel.com/espl? 34 Only if you are upgrading from Symposium Web Client Release 4.5 SU02 to a later version, what is the existing password for the iceadmin user account?
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Installation worksheets and checklists
Installation checklist for Windows 2000 Server/Advanced Server Note: The following checklist provides an overview of the steps you must follow to install Symposium Web Client in a non-Citrix environment. For a general overview of the steps involved in setting up a Citrix environment, see the “Symposium Web Client and Citrix installation checklist” on page 1107. Install order
Installation task description
✓
Symposium Call Center Server 1
Configure the Real-Time Statistics Multicast (RSM) component on each server in Symposium Call Center Server that provides real-time statistics. For more information, refer to Chapter 2, “Preparing Symposium Call Center Server.”
❑
2
Test the Real-Time Statistics Multicast service. For more information, see “Testing the Real-time Statistics Multicast service” on page 85.
❑
3
Download and apply the latest Service Update for Symposium Call ❑ Center Server from http://www.nortel.com/espl. Then check to see if there are any updates posted in installation addenda on either http://www.nortel.com (for end customers), or http:// www.nortel.com/prd/picinfo/ (for distributors).
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Installation worksheets and checklists
Install order
Standard 7.02
✓
Installation task description
Application Server ❑ 4 Install Windows 2000 Server/Advanced Server with SMTP, Internet Information Services (IIS), Terminal Services, and Terminal Services Licensing. For more information, refer to “Windows 2000 Server/Advanced Server installation checklist” on page 1080. Notes:
5
After you have finished installing all software on the application server, you must configure Terminal Services and activate the Terminal Services License Server. For more information, see “Configuring Scripting” on page 217, and “To activate the Terminal Services License Server” on page 226. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server because it is a domain controller.
Install Windows 2000 Server Service Pack 3 (minimum), Service ❑ Pack 4 or later (recommended) if it was not installed during the Windows 2000 installation. Note: A Microsoft Windows 2000 memory leak fix is included in Windows 2000 Server Service Pack 2. Therefore, you must install this Service Pack or later on the application server.
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Installation worksheets and checklists
Install order
Installation task description
✓
6
Check the bindings order for the network interface cards. If the application server has more than one network interface card, you must configure the bindings order so that the CLAN card comes first, followed by the other card.
❑
TIP: 1 From the Start menu, choose Settings ➝ Control Panel. 2 Double-click Network and Dial-up Connections. 3 Click a network connection, and then from the Advanced menu, click Advanced Settings. 4 In the Connections box, make sure that the CLAN connection is listed first. If it is not first, adjust the order. 7
Install Microsoft Active Directory. For more information, refer to ❑ “Installing Microsoft Active Directory” on page 103.
8
Add the application server’s IP address to the TCP/IP properties ❑ window. For more information, see “To add the loop back address of the application server to the TCP/IP properties” on page 117.
9
Install the third-party application, Sybase Open Client Version ❑ 12.5, for the Historical Reporting and Contact Center Management components. For more information, refer to “Installing Sybase Open Client on the application server” on page 122.
10
Install Symposium Web Client. For more information, refer to “Installing Symposium Web Client (Windows 2000 Server)” on page 132.
11
Download and apply the latest Service Update for Symposium ❑ Web Client from http://www.nortel.com/espl. Then check to see if there are any updates posted in installation addenda on either http:/ /www.nortel.com (for end customers), or http://www.nortel.com/ prd/picinfo/ (for distributors).
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Install order
Installation task description
✓
12
Upgrade Microsoft Internet Explorer from v.5.0 to v.6.0 Service Pack 1. For more information, see “Upgrading Internet Explorer on the application server” on page 152.
❑
Note: Internet Explorer 6.0 or later is required so support personnel can access the application server. 13
Configure Real-Time Reporting, including the multicast and unicast settings. For more information, see “Configuring RealTime Reporting” on page 198.
❑
14
Configure Emergency Help. For more information, refer to “Configuring Emergency Help” on page 206.
❑
15
Configure SMTP on the application server (if you are using the Historical Reporting component). For more information, refer to “Configuring Historical Reporting” on page 208.
❑
16
Configure Terminal Services on the application server. For more information, refer to “Configuring Scripting” on page 217.
❑
Note: While configuring Terminal Services, you must activate the Terminal Services License Server on the application server. For more information, see “To activate the Terminal Services License Server” on page 226.
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❑
17
Configure Agent Desktop Displays’ server component (if Agent Desktop Displays is going to be used on a client). For more information, refer to “Configuring Agent Desktop Displays” on page 228.
18
Optionally, configure the application server for optimum security. ❑ To do so involves choosing from a series of optional procedures, such as removing the Windows 2000 Everyone group, changing the default Anonymous Internet Guest account, disabling the parent path in IIS, and enabling Secure Sockets Layer. For more information, see Section E: “Security and the server (Windows 2000 Server)” on page 231.
Symposium Call Center Web Client
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Installation worksheets and checklists
✓
Install order
Installation task description
19
❑ Optionally, install the automated assignments feature. For more information, see the XML Assignments User Guide. This guide and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
20
Optionally, if you want to use a localized version of Symposium ❑ Web Client, install the appropriate language pack and configure the server for this language. For more information, see “Overview of steps for configuring multiple language support” on page 179.
Client Workstation 21
Install any required third-party applications.
❑
Note: The third-party applications that must be installed on a client vary depending on the client’s operating system. For more information, refer to “Installing third-party software on a client” on page 636. 22
Configure Internet Explorer. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
❑
23
Install Agent Desktop Displays on client PCs.
❑
If you experience technical difficulties while installing Symposium Web Client, ensure that you have downloaded the latest Service Updates and Performance Enhancement Packages (PEPs) for Symposium Call Center Server and for Symposium Web Client. You can access the most recent updates and any changes posted in installation addenda from http://www.nortel.com/espl.
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Installation worksheets and checklists
Standard 7.02
Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Nortel Networks personnel use pcAnywhere only as a remote support tool. If you require remote support from Nortel Networks, it is recommended that you install pcAnywhere Version 11.0.1. For more information, see “To install pcAnywhere 11.0.1” on page 993. Note: If your operating system is Windows Server 2003, then you must use pcAnywhere version 11.0.1 or later. Previous versions of the pcAnywhere software are incompatible with this operating system.
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Installation worksheets and checklists
Installation checklist for Windows Server 2003 If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then you must follow the instructions in the Symposium Call Center Server Installation and Maintenance Guide to install and configure the operating system and the Symposium Call Center Server software. Then, return to this checklist, start at step 11 to install the Symposium Web Client software, and proceed with the remainder of the checklist. ATTENTION
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2.
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Standard 7.02
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Installation task description
Symposium Call Center Server
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1
Configure the Real-Time Statistics Multicast (RSM) component on each server in Symposium Call Center Server that provides real-time statistics. For more information, refer to Chapter 2, “Preparing Symposium Call Center Server.”
❑
2
Test the Real-Time Statistics Multicast service. For more information, see “Testing the Real-time Statistics Multicast service” on page 85.
❑
3
Download and apply the latest Service Update for Symposium Call ❑ Center Server from http://www.nortel.com/espl. Then check to see if there are any updates posted in installation addenda on either http://www.nortel.com (for end customers), or http:// www.nortel.com/prd/picinfo/ (for distributors).
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Install order
Installation worksheets and checklists
✓
Installation task description
Application Server 4 If you currently have the following conditions, then perform this step; otherwise, you can skip to step 5:
❑
Symposium Web Client 4.5 and Windows 2000 Server/ Advanced Server are currently installed on the application server. You are about to wipe the server clean to prepare for Windows Server 2003. You have some client PCs in your network that are running Agent Desktop Displays 4.0 and that do not have the client SOAP package installed.
Before installing Windows Server 2003 and Symposium Web Client 4.5 on the application server, upgrade all client PCs to Agent Desktop Displays 4.5 and install SOAP on them. With Windows 2000 Server/Advanced Server, the automatic upgrade/ download of this client software is supported; with Windows Server 2003, however, it is not supported (you must manually install the software on each client PC). For details, see “To upgrade the Agent Desktop Displays client software” on page 705. 5
Create an NTFS partition as the primary partition on the server.
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Install order
Installation task description
6
❑ Install Windows Server 2003 Enterprise Edition or Standard Edition with SMTP, Internet Information Services (IIS), Terminal Services, and Terminal Services Licensing. For more information, refer to the “Windows Server 2003 installation checklist” on page 1089. Notes:
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs: Active Directory Services Distributed File System Management and Monitoring Tools Microsoft .NET Framework 2.0 Beta 2 Other Network File and Print Services Subsystem for UNIX-based Windows Share Point Services If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD2 during the installation of Windows Server 2003 Release 2.
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After you have finished installing all software on the application server, you must activate the Terminal Services License Server. For more information, see “To activate the Terminal Services License Server” on page 613. Terminal Services can communicate with the Terminal Services License Server (Terminal Services Licensing) only if they are in the same domain. Therefore, Nortel Networks recommends that you install both on the application server. Symposium Call Center Web Client
December 2006
Installation worksheets and checklists
Install order
Installation task description
✓
7
Check the bindings order for the network interface cards. If the application server has more than one network interface card, you must configure the bindings order so that the CLAN card comes first, followed by the other card.
❑
TIP: 1 From the Start menu, choose Settings ➝ Control Panel. 2 Double-click Network and Dial-up Connections. 3 Click a network connection, and then from the Advanced menu, click Advanced Settings. 4 In the Connections box, make sure that the CLAN connection is listed first. If it is not first, adjust the order. 8
When installing Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. For details, see “Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)” on page 332.
9
Install required hotfixes and patches from Microsoft:
❑
Note: The following hotfixes are not required if you have installed Windows Server 2003 with Service Pack 1.
Internet Group Management Protocol (IGMP) hotfix patch
Jet Database Engine hotfix Patch
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Standard 7.02
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Install order
Installation task description
10
❑ Install the third-party application, Sybase Open Client version 12.5, for the Historical Reporting and Contact Center Management components. For more information, refer to “Installing Sybase Open Client on the application server” on page 351. Note: If you are installing Symposium Web Client on a coresident server with Symposium Call Center Server, then Sybase Open Client version 12.5 is already installed and you do not need to install it again. Likewise, you do not need to verify the version of Sybase that is installed, nor do you need to upgrade the Sybase 12.5 ODBC driver. Instead, you can proceed directly to installing Symposium Web Client.
11
Install Symposium Web Client. For more information, refer to “Installing Symposium Web Client (Windows Server 2003)” on page 370.
❑
Note: When you install the Symposium Web Client software on a server running Windows Server 2003, the system automatically installs Active Directory Application Mode (ADAM), which is required by this operating system. During the installation, you can choose whether to install a standalone instance of ADAM, or if you want to replicate this instance with other existing Symposium Web Client-specific instances of ADAM. 12
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Download and apply the latest Service Update for Symposium ❑ Web Client from http://www.nortel.com/espl. Then check to see if there are any updates posted in installation addenda on either http:/ /www.nortel.com (for end customers), or http://www.nortel.com/ prd/picinfo/ (for distributors).
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Installation worksheets and checklists
Install order
Installation task description
✓
13
Adding the application server to an existing domain
❑
Note: If you are installing a coresident server that includes a TAPI server, you must add the server to a domain, and you do so after you install the TAPI software. However, if you are installing either a standalone server or a coresident server with only Symposium Call Center Server and Symposium Web Client, you have the option of adding the server to an existing Active Directory domain. If you choose to do so, regardless of whether you are installing a standalone or coresident server, you add the server to your domain only after you have installed the operating system and Symposium Web Client. You cannot add the coresident server to a domain before installing Symposium Web Client. This procedure is optional; if your application server is a member server of a domain, then you can skip this step and proceed with the remainder of the checklist. If you are installing a coresident server with TAPI, then you must perform his procedure, and you do so after you install the TAPI software. 1. To add the server as a member of an existing domain, right-click My Computer, and then select Properties. 2. In the System Properties window, click the Computer Name tab. 3. To add the server to a domain, click Change. 4. In the Computer Name Changes window, you can change the computer’s name and its domain or workgroup affiliation. To add the server to an existing domain, click the Domain option button, and then type the name of the domain (you must provide the Fully Qualified Domain Name of the domain, which includes the prefix and suffix). 5. Click OK. When the system has processed your change successfully, it notifies you that the server now belongs to the domain that you specified. 6. Restart the server when prompted to do so.
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Install order
Installation task description
14
Note: If you are not installing a coresident server, or if you have ❑ decided to not add the coresident server to a domain, then you can proceed to the next step. If you are installing a coresident server and you have just added the server to a domain, then you must now ensure that the Windows Time Service is disabled according to the following procedure: 1. Check that the M1/Succession time is within 10 seconds of the DomainController time. If not, adjust the M1/Succession time to match the Domain Controller time. 2. On the Windows desktop, right-click MyComputer, and then choose Manage ➝ Services and Applications ➝ Services. 3. In the right-hand pane, right-click Windows Time Service, and then select Stop. 4. When the Windows Time Service stops, right-click Windows Time service again, and then select Properties. 5. On the General tab, change the Startup Type to Disabled. 6. Click Apply, and then click OK. 7. In the Computer Management window, check that the Windows Time Service Startup Type is disabled. 8. Close the window.
Nortel Networks recommends that the time difference between the M1 and the domain controller time be kept within a few seconds (+/- 10 seconds). The maximum difference can be up to 5 minutes before Kerberos authentication problems may arise. You should check the times on the M1/Succession and the domain to ensure that the 5-minute tolerance is not exceeded. 15
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Optionally, if you are going to use the application server as a client ❑ PC in Symposium Web Client, you must configure Internet Explorer. For details, see “Configuring Internet Explorer” on page 531.
Symposium Call Center Web Client
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Installation worksheets and checklists
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Install order
Installation task description
16
Add the IUSR_SWC account as the anonymous user account in IIS. ❑ This procedure involves changing the default password of the account, and then adding the account as the anonymous user in IIS. For details, see “Adding the IUSR_SWC account as the anonymous user account for IIS” on page 537.
17
Configure Real-Time Reporting, including the multicast and unicast settings. For more information, see “Configuring RealTime Reporting” on page 572.
❑
18
Configure Emergency Help. For more information, refer to “Configuring Emergency Help” on page 580.
❑
19
Configure SMTP on the application server (if you are using the Historical Reporting component). For more information, refer to “Configuring Historical Reporting” on page 582.
❑
20
Configure Terminal Services on the application server. For more information, refer to “Configuring Scripting” on page 591.
❑
Note: While configuring Terminal Services, you must activate the Terminal Services License Server on the application server. For more information, see “To activate the Terminal Services License Server” on page 613. 21
Configure the Agent Desktop Displays’ server component (if ❑ Agent Desktop Displays is going to be used on a client). For more information, refer to “Configuring Agent Desktop Displays” on page 616.
22
Optionally, configure the application server for optimum security. ❑ To do so involves choosing from a series of optional procedures, such as installing URLScan and enabling Secure Sockets Layer. For more information, see Section F: “Security and the server (Windows Server 2003)” on page 619.
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Install order
Installation task description
23
❑ Optionally, install the automated assignments feature. For more information, see the XML Assignments User Guide. This guide, and other associated documentation and engineering/development support resources for the XML automated assignments feature, are provided only through the Nortel Networks Developer Program. For information on obtaining the XML Automated Assignment toolkit, contact a member of the Developer Program through the Contact Us link on their web site at http://www.nortel.com/developer. General information on the Developer Program, including an online membership application, is also available on this site.
24
Optionally, if you want to use a localized version of Symposium Web Client, install the appropriate language pack and configure the server for this language. For more information, see “Configuring multiple language support” on page 550.
❑
Client Workstation 25
Install any required third-party applications.
❑
Note: The third-party applications that must be installed on a client vary depending on the client’s operating system. For more information, refer to “Installing third-party software on a client” on page 636. 26
Configure Internet Explorer. For more information, see “To configure Internet Explorer 6.0 on the client PC” on page 636.
❑
27
Install Agent Desktop Displays on client PCs.
❑
If you experience technical difficulties while installing Symposium Web Client, ensure that you have downloaded the latest Service Updates and Performance Enhancement Packages (PEPs) for Symposium Call Center Server and for Symposium Web Client. You can access the most recent updates and any changes posted in installation addenda from http://www.nortel.com/espl.
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Installation worksheets and checklists
Note: To register for the ESPL web site, follow the instructions listed at http://nortel.com/register. Nortel Networks personnel use pcAnywhere only as a remote support tool. If you require remote support from Nortel Networks, it is recommended that you install pcAnywhere version 11.0.1. For more information, see “To install pcAnywhere 11.0.1” on page 993. Note: When your operating system is Windows Server 2003, then the only compatible version of pcAnywhere is 11.0.1 or later; previous releases of pcAnywhere are incompatible with Windows Server 2003. pcAnywhere and coresidency If you are installing Symposium Web Client on a coresident server, then you can use the installation of pcAnywhere that you have completed with the Symposium Call Center Server installation. Neither Symposium Web Client nor TAPI function on a server on which RAS is configured; additionally, TAPI does not function on a server on which a modem is configured and used. When Symposium Call Center Server is installed on a coresident server, RAS is not enabled. Instead, Nortel Networks recommends that users configure a Virtual Private Network (VPN) connection for the coresident server. For details on configuring a VPN connection for use with pcAnywhere on a coresident server, see the Nortel Networks Symposium Call Center Server Installation and Maintenance Guide.
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Standard 7.02
Windows 2000 Server/Advanced Server installation checklist ATTENTION
To minimize the risk of post-installation issues due to misconfiguration, Nortel Networks recommends that you install the operating system from the original operating system CD-ROM, following the instructions in this installation checklist. If you choose to install the operating system from a disk-cloned image, then you must ensure that the image is taken from an installation where all instructions in the following checklist have been followed. Installations from a disk-cloned image of the operating system, where the instructions in the following checklist were not followed, can result in problems that are difficult to diagnose and can delay the commissioning of Symposium Web Client.
The following checklist outlines the Windows 2000 Server/Advanced Server installation order. You can use this checklist in both a regular Symposium Web Client environment in which you install Windows 2000 Server/Advanced Server only on the application server, or in a Citrix environment, in which you install the software on the Terminal Services/Citrix server. The installation order and instructions are identical in each case, with the few exceptions for the Terminal Services/Citrix server noted in the applicable cells. Each exception is indicated by an asterisk (*), followed by the specific instructions for the Terminal Services/Citrix server. Note: If you are using the following checklist to install Windows 2000 Server/ Advanced Server on a Terminal Services/Citrix server, you can substitute the term “application server” in the checklist for your server, unless otherwise indicated.
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Windows 2000 Server/Advanced Server installation checklist
Set up a partition on the application server with an NTFS file system on the partition that will contain the Web Client application.
✓
❑
ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows 2000 Server/Advanced Server documentation for more information before you perform this procedure. Failure to do so may result in loss of data. After creating the partition, the system copies Windows 2000 ❑ Server/Advanced Server files to the hard drive. When the copy process is complete, the system restarts. Windows 2000 Server/Advanced Server displays the following ❑ windows:
a system devices (mouse, keyboard, monitor, and so on) installation window a regional settings window in which you can customize the system for your current geographical region an identification window in which you can enter your name and the name of your organization
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Installation worksheets and checklists
Standard 7.02
Windows 2000 Server/Advanced Server installation checklist
✓
Licensing Modes window
❑
The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box. *See Note.
Note: For the application server, the number that you type in this box must be equal to at least the number of Terminal Services Client Access Licenses (CALs) that you have purchased. The number of script editing sessions allowed depends on the number of Windows 2000 Server/Advanced Server CALs and Terminal Services CALs that you have purchased, whichever is lower (each client accessing the Script Manager or Editor portion of Scripting requires both of these types of licenses; however, you may have other client workstations in your network that only have Windows 2000 Server/Advanced Server CALs, and do not require access to Scripting). For the Terminal Services/Citrix server, this number depends on your organization, and is based on the number of licenses available.
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Windows 2000 Server/Advanced Server installation checklist
✓
Computer Name and Administrator Password window
❑
1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator. This information should be recorded in the “Preinstallation worksheet” on page 1051. The computer name can be a maximum of 12 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, "-"). No other characters are allowed [for example, the name cannot include any underscores (_)]. 2 Type the password for the Administrator account for this computer. You must use this password whenever the user name Administrator is used to log on to the computer on which Symposium Web Client resides. Warning
You cannot change the computer name that you choose during the Windows 2000 Server/Advanced Server installation at a later date without disrupting the operations of both Symposium Web Client and Active Directory. Both applications require the computer name to be identified on the network. When Symposium Web Client runs on a Windows 2000 Server/ Advanced Server platform, the application server must be a domain controller. If you need to change the computer name after Active Directory and Symposium Web Client are installed, then you must demote the server from being a domain controller, and in so doing, you will lose all Active Directory data (Symposium Web Client data). Therefore, if you need to change the computer name that you choose when installing the operating system, you must only do so before you install Active Directory and Symposium Web Client.
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Standard 7.02
Windows 2000 Server/Advanced Server installation checklist
✓
Windows Components window
❑
Accept the default values in this window, and click Terminal Services and Terminal Services Licensing.* On the application server, Terminal Services is required for Symposium Web Client’s Scripting component. SMTP is a subcomponent of IIS and is checked by default.* Click Internet Information Services, and then click Details to see SMTP on the components list. * When installing on the Terminal Services/Citrix server, click the check box beside Do not install Terminal Services Licensing. Also, deselect the check mark beside SMTP. This server does not require Terminal Services Licensing or SMTP. Note: As of date of publication, the following information on Client Access Licensing was available from Microsoft. You must consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
Date and Time Settings window
❑
Adjust as required.
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Windows 2000 Server/Advanced Server installation checklist
✓
Terminal Services Setup windows
❑
1 Click Application Server mode. 2 Click Next. 3 Click Permissions Compatible With Terminal Server 4.0 Users.* 4 Click Next. 5 Restart the server, if prompted to do so. *If all of the application server’s client PCs are running on the Windows 2000 Professional platform, you can click Permissions Compatible With Windows 2000 Users. If you are installing on the Terminal Services/Citrix server, then you can always click this option. Network Settings window
❑
1 Click Custom Settings. 2 Click Next. The Networking Components window appears.
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Networking Components window
❑
Use this window to set up subnets, gateways, and domain names. Note: Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. You cannot change the domain name after you install Symposium Web Client. To change the domain name, you must uninstall and reinstall the software with the new name. 1 Click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Note: Do not use dynamic IP addressing. 2 Click Use the following IP address, and, in the IP address section, enter the IP address for the application server, the subnet mask, and default gateway that your company uses. 3 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 4 Click Advanced. The Advanced TCP/IP Settings window appears.
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Advanced TCP/IP Settings window
❑
1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes, and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. 5 Click Next. The Workgroup or Computer Domain window appears. Workgroup or Computer Domain window
❑
Note: You must set up the application server as a stand-alone server. However, the Terminal Services/Citrix server must be added to your existing domain. 1 Based on the type of server on which you are installing Windows 2000 Server/Advanced Server, perform either of the following steps:
For the application server, click No, this computer is not on a network, or is on a network without a domain. For the Terminal Services/Citrix server, click Yes, make this computer a member of the following domain to include this server in your existing domain. Then specify your domain name in the text box provided.
2 Click Next. The Installing Components window appears.
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Installing Components window
❑
The Windows 2000 Server Setup Wizard continues with the installation, copying the files required for the settings you have selected. ❑
Performing Final Tasks window
In this window, Setup registers components, installs Start menu components, and removes temporary files. Upgrading to Windows 2000 Service Pack 3 or later
❑
After you install Windows 2000 Server, you must upgrade to Service Pack 3 (minimum) or Service Pack 4 or later (recommended) if it was not installed during the Windows 2000 installation. Note: A Microsoft Windows 2000 memory leak fix is included in Windows 2000 Server Service Pack 2. Therefore, you must install this Service Pack or later on the application server. If you do not have Service Pack 3 or later, you can download the files from Microsoft’s web site, or install the files from the CD-ROM. Creating shared folders on the application server*
❑
After you install Windows 2000 and upgrade to Service Pack 3 or later, create the shared folders and add the printers on the application server that will be used for Scripting and Historical Reporting. For more information, see “Configuring Historical Reporting” on page 208, and “Configuring Scripting” on page 217. *You do not have to perform this step on the Terminal Services/ Citrix server.
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Windows Server 2003 installation checklist To minimize the risk of post-installation issues due to misconfiguration, Nortel Networks recommends that you install the operating system from the original operating system CD-ROM, following the instructions in this installation checklist. If you choose to install the operating system from a disk cloned image, then you must ensure that the image is taken from an installation where all instructions in the following checklist have been followed. Installations from a disk cloned image of the operating system, where the instructions in the following checklist were not followed, can result in problems that are difficult to diagnose and can delay the commissioning of Symposium Web Client. In addition, when installing Windows Server 2003, ensure that you install it on a clean server that is newly partitioned and free of other operating system attributes. If the server contains existing operating system attributes, or if it contains partitions left over from a previous operating system installation, then you must manually configure the server with the correct IIS permissions for proper Symposium Web Client functionality. For details, see “Manually configuring Windows Server 2003 (only if installed on a server that previously had Windows 2000 Server)” on page 332The following checklist describes the Windows Server 2003 Enterprise Edition or Standard Edition installation order.
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ATTENTION
Standard 7.02
Symposium Web Client is supported on Windows Server 2003 Release 2; however, Nortel does not support the following new optional features provided on CD 2 of the Windows Server 2003 Release 2 installation CDs:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
If you attempt to perform an installation of Symposium Web Client on a server with the optional Windows Server 2003 Release 2 features listed above, your Symposium Web Client installation will fail. To install Windows Server 2003 Release 2 without the new optional features, click Cancel and then click OK when prompted to install CD 2 during the installation of Windows Server 2003 Release 2. Windows Server 2003 installation checklist
✓
Set up a partition on the application server with an NTFS file system on the partition that will contain the Web Client application.
❑
ATTENTION
If you are unfamiliar with formatting hard drives, setting up partitions, and selecting file systems, see your Microsoft Windows Server 2003 documentation for more information before you perform this procedure. Failure to do so may result in loss of data.
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✓
After creating the partition, the system copies Windows Server ❑ 2003 files to the hard drive. When the copy process is complete, the system restarts. Regional and Language Options window
❑
To view or change the system for your current geographical region, click Customize. You can add new languages, and change the way dates and numbers appear. To view or change your system devices settings (mouse, keyboard, monitor, and so on), click Details.
Personalize Your Software window
❑
Type your name and the name of your organization. Your Product Key window
❑
Type the product key for your installation.
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✓
Licensing Modes window
❑
The following settings are recommended in this window:
Click Per Server.
Type 5* in the Concurrent Connections box. *See Note.
Note: The number that you type in this box must be equal to at least the number of Terminal Services Client Access Licenses (CALs) that you have purchased. The number of script editing sessions allowed depends on the number of Windows Server 2003 CALs and Terminal Services CALs that you have purchased, whichever is lower. For the Windows Server 2003 CALs, you have the option of purchasing a user CAL for each user who accesses the application server, or a device CAL for each client PC that accesses the application server. Choose the type of license that best suits your organization. Each client accessing the Script Manager or Editor portion of Scripting requires both of these types of licenses; however, you may have other client workstations in your network that only have Windows Server 2003 CALs and do not require access to Scripting.
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✓
Computer Name and Administrator Password window
❑
1 The system displays a computer name. Change this name to match the computer name supplied to you by the network administrator. This information should be recorded in the “Preinstallation worksheet” on page 1051. The computer name can be a maximum of 12 characters only and can only include any one of the 52 English alphabetic characters (A through Z in uppercase and “a” through “z” in lowercase), any one of the ten digits 0 through 9, and hyphens (for example, “-”). No other characters are allowed [for example, the name cannot include any underscores (_)]. 2 Type the password for the Administrator account for this computer. You must use this password whenever the user name Administrator is used to log on to the computer on which Symposium Web Client resides. Warning
If, at a later date, you change the computer name that you chose during the Windows Server 2003 installation, you run the risk of disrupting the operations of both Symposium Web Client and Active Directory Application Mode since both applications require that the computer name be identified on the network. To help prevent disruption, on a Windows Server 2003 platform (either standalone or coresident), if you change the computer name of the application server after you install the Symposium Web Client software, then you must reset the computer name in IIS. Additionally, you must reset the Symposium Web Client SOAP files to reflect the new name by having an administrator or support technician run the ChangeSOAPSrv utility. For details on both these procedures, see “Do you need to change the computer name of the application server?” on page 1015. Date and Time Settings window
❑
Adjust as required.
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✓
Network Settings window
❑
1 Click Custom Settings. 2 Click Next. The Networking Components window appears. ❑
Networking Components window
Use this window to set up subnets, gateways, and domain names. Note: Before you choose the domain name for the application server, consult with your LAN administrator to ensure that it adheres to the naming conventions established for your network. Domain names can only include alphanumeric characters, including hyphens and periods, and cannot include underscores. You cannot change the domain name after you install Symposium Web Client. To change the domain name, you must uninstall and reinstall the software with the new name. 1 Click Internet Protocol (TCP/IP), and then click Properties. The Internet Protocol (TCP/IP) Properties window appears. Note: Do not use dynamic IP addressing. 2 Click Use the following IP address, and, in the IP address section, enter the IP address for the application server, the subnet mask, and default gateway that your company uses. 3 Click Use the following DNS server addresses, and then enter the IP address for the Preferred DNS server and Alternate DNS server. 4 Click Advanced. The Advanced TCP/IP Settings window appears.
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✓
Advanced TCP/IP Settings window
❑
1 Click the DNS tab. 2 In the lower half of the window, click Append these DNS suffixes, and then click Add. Type the suffixes that your company uses (for example, ca.softwaremaker.com). 3 If your company uses Windows Internet Naming Services (WINS) or programs that require the NetBIOS protocol, do the following:
Click the WINS tab. Type the WINS IP address, and then click Add to add it to the list. Click OK.
4 Click OK to close the General TCP/IP Settings window. 5 Click Next. The Workgroup or Computer Domain window appears. Workgroup or Computer Domain window
❑
Note: If you are installing a coresident server that includes a TAPI server, you must add the server to a domain, and you must do so after you install TAPI. Regardless of whether you are installing a standalone or coresident server, you add the server to your domain only after you have installed the operating system and Symposium Web Client. For details, see “Adding the application server to an existing domain” on page 1075. 1 Click No, this computer is not on a network, or is on a network without a domain. 2 Click Next. The Installing Components window appears. Note: In Windows Server 2003, you can add the application server to an existing domain, rather than setting it up as a domain controller. To do so, you must choose No, this computer is not on a network, or is on a network without a domain in this installation window, and then add the server to your domain after you have installed the Symposium Web Client application. Planning, Installation, and Administration Guide
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Installing Components window
❑
The Windows Server 2003 Setup Wizard continues with the installation, copying the files required for the settings you have selected. When it is finished, the server restarts and you are prompted to log back on as the Administrator account you created. ❑
Manage Your Server
1 Click Add or remove a role. The Preliminary Steps window appears. 2 Click Next. The wizard checks your network settings, and then the Configuration Options window appears. 3 Click Custom configuration, and then click Next. The Server Role window appears. 4 Click Add or Remove Programs. The Windows Components window appears. Proceed to the next step.
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Windows Components window
❑
Accept the default values in this window, and click Terminal Server, Terminal Server Licensing, and Application Server. Terminal Services is required for Symposium Web Client’s Scripting component. 1 IIS is a subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to check IIS on the components list. 2 SMTP is a subcomponent of IIS and is unchecked by default. Click Internet Information Services, and then click Details to check SMTP on the components list. 3 If you selected any values, click OK to return to the Windows Components window. 4 Click Next. Note: As of date of publication, the following information on Client Access Licensing was available from Microsoft. You must consult Microsoft for the latest information. Nortel Networks does not accept any liability for end-user compliance with Microsoft licensing agreements. This information has been provided for your convenience.
Client PCs running on Windows 2000 or Windows XP require a Windows 2000 Server CAL only; they do not require a separate Terminal Services CAL. If the application server is running Windows Server 2003, then you have the option of purchasing either one Windows Server 2003 CAL per user (user CAL) who accesses the application server, or per client PC (device CAL) that accesses the application server. Choose the type of CAL that best suits your organization. Nortel Networks does not provide these CALs. If the client PC is accessing only Script Variables or Application Thresholds, then these licenses are not required.
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Terminal Server Setup windows
❑
1 In the first window, read the information about Terminal Services, and then click Next. 2 Click Full Security, and then click Next. The Terminal Server Licensing Setup window appears. 3 Click Your Domain or Workgroup. 4 Accept the default location for the license server database, and then click Next. 5 The Configuring Components window appears. When the system has finished configuring the components you selected, restart the server when it prompts you to do so. Creating shared folders on the application server
❑
After you install Windows Server 2003, create the shared folders and add the printers on the application server that will be used for Scripting and Historical Reporting. For more information, see “Configuring Historical Reporting” on page 582, and “Configuring Scripting” on page 591.
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✓
Install the Internet Group Management Protocol patch from Microsoft
❑
Note: This hotfix is not required if you have installed Windows Server 2003 with Service Pack 1. If you have not installed Service Pack 1 for Windows Server 2003, you must install the Internet Group Management Protocol (IGMP) patch from Microsoft and perform the required changes to the registry in order to receive multicast data properly. If your version of Windows Server 2003 requires the IGMP patch, but you do not install it, your server will not reliably receive multicast data from the server in Symposium Call Center Server. For a list of operating systems that require the IGMP patch, and for detailed instructions about installing the patch and performing the required changes to the registry, contact Microsoft Product Support Services. Alternatively, you can follow the instructions described in the Microsoft Knowledge Base article 815752 located at http://support.microsoft.com. The IGMP patch fixes an issue with the handling of multicast data on Windows Server 2003. The TCP/IP protocol stack that is shipped with this operating system supports IGMP version 3 by default. However, most of the data networking equipment currently deployed uses IGMP version 1 or version 2. If the operating system does not automatically drop back to IGMP version 1 or version 2, the multicast traffic does not reach the application server. After you install the IGMP patch, the operating system correctly detects the IGMP version that the network is using and drops back to use this version so that multicast traffic flows properly.
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Install the Jet Database Engine patch from Microsoft
❑
Note: This hotfix is not required if you have installed Windows Server 2003 with Service Pack 1. If you have not installed Service Pack 1 for Windows Server 2003, you must install the Jet Database Engine hotfix to prevent Internet Information Services (IIS) from locking. If your version of Windows Server 2003 requires the Jet Database Engine hotfix, but you do not install it, your Symposium Web Client server may temporarily stop responding. For a list of operating systems requiring the patch and for detailed instructions about installing the patch, contact Microsoft Product Support Services. Alternatively, you can follow the instructions described in the Microsoft Knowledge Base article 838306 located at http://support.microsoft.com. Before you install the Jet Database Engine hotfix, you must install the security update described in the Microsoft Knowledge Base article 837001 located at http:// support.microsoft.com. For further information, contact Microsoft Product Support Services.
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Windows Server 2003 installation checklist
✓
Ensure that optional features for Windows Server 2003 Release 2 have not been installed
Note: This step only applies if you are installing Windows Server 2003 Release 2. If you are installing Windows Server 2003 Release 2, you must ensure that the new optional features provided on CD 2 have not been installed on the Symposium Web Client server. If you attempt to install Symposium Web Client on a server with the new Windows Server 2003 Release 2 components, the Symposium Web Client installation will fail. 1 Click Start > Control Panel. 2 Double-click Add or Remove Programs. 3 Click Add/Remove Windows Components to view a list of installed components. Remove any of the following components if they have been installed on your Symposium Web Client server:
Active Directory Services
Distributed File System
Management and Monitoring Tools
Microsoft .NET Framework 2.0 Beta 2
Other Network File and Print Services
Subsystem for UNIX-based
Windows Share Point Services
4 Ensure that all ADAM SP1 folders have been deleted by checking to see if the following folder still exists on the Symposium Web Client server:
If the folder above appears on the Symposium Web Client server, you must delete it. 5 Close all windows to complete the procedure. Planning, Installation, and Administration Guide
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Appendix B
Symposium Web Client in a Citrix environment In this appendix Symposium Web Client and Citrix
1104
Installation overview
1106
Symposium Web Client and Citrix installation checklist
1107
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Symposium Web Client in a Citrix environment
Standard 7.02
Symposium Web Client and Citrix Introduction You can now access Symposium Web Client and Agent Desktop Displays through either a Terminal Services or Citrix MetaFrame XPe environment (the Citrix MetaFrame XP Enterprise edition software). When accessing Symposium Web Client through either a Citrix or Terminal Services client on their PCs, end users (supervisors) connect through an Internet Explorer browser that runs on the Terminal Services/Citrix server. The browser is made available to them through a Citrix/Terminal Services client that is running locally on their PC. The following diagram provides an overview of the Citrix environment when combined with Symposium Web Client:
Citrix server software requirements
1104
Windows 2000 Server/Advanced Server Service Pack 3 (minimum) or Service Pack 4 or later (recommended) with Internet Information Services (IIS) and Terminal Services configured in Application Server mode. For Symposium Call Center Web Client
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details on installing this software, see the “Windows 2000 Server/ Advanced Server installation checklist” on page 1080.
Microsoft Internet Explorer 6.0 with Service Pack 1 or later
Simple Object Access Protocol (SOAP) client software
Required ActiveX controls. These controls are normally downloaded automatically when you connect to the application server. However, in a Citrix environment, you have two options for downloading them: You can manually download these controls onto the Citrix server. For details, see “Manually downloading the required third-party ActiveX controls” on page 1112. You can use a single file that Nortel Networks provides called ClientCtrls.msi just as you would use it on a regular client PC. This file includes all the required client third-party controls that you need. For details on running this file on the Citrix server, you can follow the regular procedure for running it on client PCs, substituting the Citrix server for the client PC. See “To run the ClientCtrls.msi file on each client PC” on page 655 for more information. For details on the software requirements for the Symposium Web Client application server, see “Application server software requirements” on page 46.
Citrix client hardware and software requirements For details on the Citrix client hardware and software requirements, consult the Citrix documentation.
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Standard 7.02
Installation overview You have the option of configuring and using either of the following environments with Symposium Web Client:
Terminal Services server environment In this environment, you must install Windows 2000 Server/Advanced Server and Terminal Services (enabled in application server mode) on the server. Citrix MetaFrame XPe server environment In this environment, in addition to installing Windows 2000 Server/Advanced Server and Terminal Services (enabled in application server mode) on the server, you must also install the Citrix MetaFrame XPe Server software.
Choose the environment that is best suited to your organization. For details on installing Terminal Services/Citrix, see “Symposium Web Client and Citrix installation checklist” on page 1107.
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Symposium Web Client and Citrix installation checklist Introduction When setting up Terminal Services/Citrix in a Symposium Web Client environment, use the following checklist to guide you through the installation and configuration steps. Since some procedures are the same as those you perform in a traditional Symposium Web Client environment (that is, nonCitrix), the checklist refers you to the relevant sections in the guide; all other strictly Citrix procedures are covered in this appendix. ✓
Install order
Installation task description
1
On the Terminal Services/Citrix server, install Windows 2000 ❑ Server/Advanced Server, following the instructions given in the “Windows 2000 Server/Advanced Server installation checklist” on page 1080. Note: The steps in the Windows 2000 Server/Advanced Server checklist are for installing the software on either the Symposium Web Client application server or the Terminal Services/Citrix server, with only slight differences in each case. Any differences are indicated in notes in the appropriate installation step.
2
❑
On the Terminal Services/Citrix server, switch to install mode as follows: 1 Log on to the server as a local administrator. 2 Open a command prompt. 3 At the C:\> prompt, type change user /install. 4 Press Enter. 5 Minimize the command window. Note: For more detailed information, consult your Windows 2000 Server/Advanced Server documentation.
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Install order
Installation task description
3
On the Terminal Services/Citrix server, configure Internet ❑ Explorer. For details, refer to “To configure Internet Explorer 6.0 on the client PC” on page 636.
4
On the Terminal Services/Citrix server, install the Simple Object Access Protocol (SOAP) client software. For details, see “Installing Simple Object Access Protocol” on page 640.
❑
5
On the Terminal Services/Citrix server, install the required thirdparty controls. To do so, you can perform either of the following procedures:
❑
6
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Manually download the required third-party ActiveX controls. For details, refer to “Manually downloading the required thirdparty ActiveX controls” on page 1112. Manually install the ClientCtrls.msi file on the Citrix server. This file contains all the required controls bundled in one file. For details, see “To run the ClientCtrls.msi file on each client PC” on page 655, substituting the Citrix server for the client PC.
On the Terminal Services/Citrix server, install the Agent Desktop ❑ Displays client software. For details, see “Installing and configuring Agent Desktop Displays on a client PC” on page 658.
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Install order
Installation task description
7
Configure the Agent Desktop Displays client software. In a normal ❑ Symposium Web Client environment (that is, non-Citrix), administrators configure each client installation with the IP address of the server in Symposium Call Center Server with which the Agent Desktop Displays application works. In a Citrix environment, however, multiple agents access the application through a single Terminal Services/Citrix server and, as a result, they all retrieve the same configuration information. For this reason, all agents who use Agent Desktop Displays through a Terminal Services/Citrix server must be configured on the same server in Symposium Call Center Server (since the application can only communicate with a single server in Symposium Call Center Server). In a Citrix environment, each Terminal Services/Citrix server can point to a different server in Symposium Call Center Server and can publish each of the configured Agent Desktop Displays applications to the Program Neighborhood under a different name. These published applications can then be filtered by user name or group, thereby allowing different groups of users to access different servers in Symposium Call Center Server. This configuration is recommended when agents from different servers in Symposium Call Center Server require access to the Agent Desktop Displays application. For information on using roaming user profiles, see “Using roaming profiles in a Terminal Services/Citrix environment” on page 1116.
8
❑
Put the Terminal Services/Citrix server back into execute mode before proceeding to the next step. 1 Maximize the command window that you had minimized at the end of step 2. 2 At the prompt, type change user /execute, and then press Enter. 3 Close the command prompt.
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Install order
Installation task description
9
Configure the Terminal Services/Citrix server’s default user profile ❑ for new users. For details, see the Microsoft documentation on user profiles. After you finish this step, you have two options:
1110
Standard 7.02
If you want to work with a Terminal Services server, then you are now finished installing all the required software and you can proceed to step 12. If you want to work with a Citrix server, then continue to the next step.
10
On the Citrix server, install the Citrix MetaFrame XPe Server software by creating a Server Farm, or adding the server to an existing Server Farm.
❑
11
Install and activate the Citrix MetaFrame XPe Server licenses.
❑
12
Set up a local printer on the Citrix client PC, and then share the ❑ printer. Add this shared printer to the Terminal Services/Citrix server. You can then use this local printer to print from Symposium Web Client applications. For details on setting up printers, see your Microsoft documentation.
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Install order
Installation task description
13
To give users access to graphical displays that they have exported ❑ from Symposium Web Client without publishing the desktop, publish the shared directories in which these exported files are saved as follows: 1 Create a folder on a remote server as follows: \\<server_name>\Profiles\<user_name> where <server_name> is the name of the server and <user_name> is the Windows logon ID for the user. 2 Share this folder with the appropriate permissions so that users can read and write to it remotely. 3 In the MetaFrame XP Management Utility, publish the new folder as content, meaning that you make available to users with the appropriate privileges any documents, folders, and images within it. 4 Type the Universal Naming Convention (UNC) folder name, and then click Next. Note: A UNC folder name is the full Windows 2000 name of a resource on a network. It conforms to the \\<server_name>\<sharename> syntax. 5 Apply the appropriate permissions to the folder, and then click Finish. Users should have read/write, and possibly delete access permissions to this folder.
14
Publish the Internet Explorer and Agent Desktop Displays ❑ applications for use by the Terminal Services/Citrix server. Use your preferred means of application publishing to do so. For more information, see the Citrix documentation.
15
Optionally, install Microsoft Office applications on the Terminal Services/Citrix server. For information, refer to “Installing Microsoft Office applications on a Terminal Services/Citrix server” on page 1119.
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Standard 7.02
Manually downloading the required third-party ActiveX controls Symposium Web Client uses a number of ActiveX controls within Internet Explorer. The controls are normally downloaded automatically by the Internet Explorer browser when users first access the Symposium Web Client pages that require them. However, in a Terminal Services/Citrix environment, Nortel Networks recommends that you download these controls manually while logged on to the Terminal Services/Citrix server as an administrator. The following steps describe the pages within Symposium Web Client that you must access to trigger the download. Note: Instead of manually downloading the client controls, you can use the ClientCtrls.msi file to install all controls at once on the Citrix server. For details on this file, see “To run the ClientCtrls.msi file on each client PC” on page 655, substituting the Citrix server for the client PC. To manually download the required third-party ActiveX controls
1112
1
Log on to the Terminal Services/Citrix server as administrator or as a user with administrator privileges.
2
From the server, log on to Symposium Web Client as webadmin, and then navigate to the Configuration component.
3
Add a server in Symposium Call Center Server, if one has not already been added. For details, see the online Help included with Symposium Web Client.
4
In Configuration, log on to a server in the tree. The server expands to reveal a series of folders.
5
Click the CDNs folder. The system loads the CDN data in the right pane and downloads the required third-party control.
6
In Configuration, log on to an NCC server in the tree. If there is no NCC server listed, then add one. The server expands to reveal a series of folders.
7
Click the Sites folder, and then click the Assignments folder.
8
Under Assignments, click on a server name. The system downloads the required third-party control.
9
Navigate to the Historical Reporting component. Symposium Call Center Web Client
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10
From the system tree, log on to a server and open a standard report.
11
In the right pane, click Run Now. The system runs the report and downloads the required third-party control.
12
Navigate to the Real-Time Reporting component.
13
In the system tree, log on to a server, and then create a private skillset chart display. For details, see the online Help included with Symposium Web Client.
14
Launch the display you created. The system launches the display and downloads the required third-party control.
15
Navigate to the Emergency Help component.
16
Launch an Emergency Help display. The system launches the display and downloads the required third-party control.
17
Navigate to the Scripting component.
18
In the system tree, log on to a server, and then click Application Thresholds.
19
Launch the Script Manager. For details, see the online Help included with the application.
Installing the Citrix MetaFrame XPe Server software The installation of the Citrix MetaFrame XPe Server software involves the following two main procedures:
Create a Server Farm, or add the server to an existing Server Farm. Activate the Citrix MetaFrame XPe Server licenses.
For further details on either of the procedures, see the guidelines below or consult the Citrix documentation.
To create or join a server farm 1
Insert the Citrix MetaFrame XPe Server software CD-ROM in the Citrix server.
2
Log on to the Citrix server as the domain administrator.
3
Click Start ➝ Settings ➝ Control Panel.
4
Click Add/Remove Programs.
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5
Click Add New Programs.
6
Click CD or Floppy to indicate that you want to install the Citrix MetaFrame XP Server software from the CD-ROM. Result: The Install Program From Floppy Disk or CD-ROM window appears.
7
Click Next. Result: The Run Installation Program window appears.
8
Click Browse, and then navigate to the setup file on the Citrix CD-ROM, setup.exe.
9
Double-click this file. Result: The path to the setup.exe file appears in the Open box.
10
Click Next.
11
Click Install or update MetaFrame XP Server.
12
In the next window, click MetaFrame XP Feature Release 3. Result: The welcome window appears.
13
Click Next. Result: The License Agreement window appears.
14
Click I accept the license agreement, and then click Next. Result: The Product Family Selection window appears.
15
Select the appropriate installation type for your organization, and then click Next. Result: The Select Product Type window appears.
16
Select the appropriate product type for your organization, and then click Next. Result: The Component Selection window appears.
17
Select the appropriate components to install, and then click Next. Result: The Pass-Through Authentication window appears.
18
Click Yes to enable Pass-Through Authentication, and then click Next. Result: The Create or Join a Server Farm window appears.
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If you do not currently have a MetaFrame XP Server Farm configured, then you must create a new Server Farm as follows:
a. Click Create a new farm, and then click Next. b. Proceed to step 19.
If you already have a MetaFrame XP Server Farm configured, then you must add the server to your existing Server Farm as follows:
a. Click Join an existing farm, and then click Next. b. Click Connect to a database on this MetaFrame XP Server, and then type the name of the server farm node in the box provided. The number in the box is the port number that the server uses; do not change this number. c. Ensure that the check box beside Use default zone name is checked. d. Click Next. Result: The Access the Database on a MetaFrame XP Server window appears. 20
Type the user name, password, and domain required for accessing the database on the server farm node, and then click Next. Result: The Configure Shadowing window appears.
21
Select the appropriate configuration for shadowing users, and then click Next. Result: The Configure Citrix XML Service Port window appears.
22
Accept the default TCP/IP port, and then click Next. Result: The Review window appears.
23
Review the selections that you have made, and then click Next to install the software. Result: The Updating System window appears, and the program installs the software. When it is finished, a window appears, notifying you that the software installation was successful.
24
Click Close when the software has been successfully installed. Result: A message box asks you to restart the server.
25
Click Yes to restart the server.
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Activating the Citrix MetaFrame XPe Server licences Since Citrix runs on top of Terminal Services, each client PC must have a Windows 2000 CAL for each connection. You also require any additional licensing for Citrix. Refer to the Multiple Licensing Programs that Citrix offers at http://www.citrix.com/site/PS/ licensingPrograms. For information on activating a Citrix license, refer to the Citrix documentation.
Using roaming profiles in a Terminal Services/Citrix environment According to Microsoft, in scenarios where users might end up connected to a different Terminal server because of a change in IP address, you can redirect the storage of user data and preferences to an alternate location, such as a file server that is dedicated to storing files. In this case, data and preferences are accessible to the user regardless of the Terminal server that supports the connection. Normally, when using Terminal Services, the system stores individual user files and preferences on the Terminal server to which the user is currently connected. However, you can redirect user information and preferences to a different location by configuring Terminal Services user profiles to store any user data at the specified storage location. For more information, consult the Microsoft documentation. You can specify a path to a home folder where users’ roaming profiles are stored for terminal server sessions. This can be either a local folder or a network shared folder. When allowing users to log on to a terminal server, you can grant access to a specific terminal server on a per-user basis. Note: If you leave this option disabled, the user is not allowed to log on to any terminal servers. For details on creating roaming user profiles that enable users to connect to different Terminal servers, see “Creating Terminal Services roaming user profiles” on page 1117.
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Administrators can use the Terminal Services user profiles that they create to restrict access to applications (such as Symposium Web Client and Agent Desktop Displays) by removing these applications from the user’s Start menu. Administrators can also create and store network connections to printers and other resources for use during user sessions. For more information, refer to the Microsoft web site at: http://www.microsoft.com/windows2000/en/server/help/ default.asp?url=/windows2000/en/server/help/ts_usr_c_tsprofile.htm.
Creating Terminal Services roaming user profiles When new users log on to the server, they use the local server’s default profile and create a temporary cache on this server. These profiles are stored on the shared server so that the next time the user logs on and is routed to a different server for any reason, the user’s profile is the same. To enable users to log on to different servers, you must create roaming user profiles for them. For details, see “To create Terminal Services Roaming user profiles” below, or consult your Windows 2000 Server/Advanced Server documentation. To create Terminal Services Roaming user profiles 1
On the server, create a new domain user account. For example, create an account named tsuser1.
2
Create a folder on a shared network drive in which you can store network profiles (for example: \\<server_name>\tsusers).
3
In Windows 2000 Server/Advanced Server, edit the new user’s properties as follows: a. Click Start ➝ Settings ➝ Control Panel ➝ Administrative Tools. b. Double-click Computer Management. c. In the left pane, click the plus sign (+) beside Local Users and Groups. d. Click the Users folder. e. In the right pane, locate the new user who you created in step 1. In this example, locate tsuser1. f.
Right-click this user, and then select Properties.
g. Click the Profile tab.
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h. Under the User profile heading, in the Profile path box, type a path to the folder that you created in step 2. In this example, you would type \\<server_name>\tsusers\tsuser1\profile, where profile is the name of the folder where user profiles are stored. i.
Under the Home folder heading, click the option button beside Connect.
j.
From the drop-down list, select the drive letter that you want to use to map to the folder path (for example, drive U:), and then type the path to the folder in the To box. In this example, you type \\<server_name>\tsusers\tsuser1.
k. Click OK and accept the changes.
Citrix and Mandatory user profiles for clients When Citrix clients are logged on using Mandatory profiles, you must ensure that the profiles do not restrict any information required by the Symposium Web Client application server. For example, the client browser language value, which is normally set in Internet Explorer (by clicking Tools ➝ Internet Options ➝ Languages), must be passed to the Symposium Web Client application server with every request. When set through the browser, this locale value is stored under the following registry key: HKEY_CURRENT_USER / Software / Microsoft / Internet Explorer / International / AcceptLanguage
Citrix and upgrades to the Symposium Web Client software After you upgrade the Symposium Web Client software on the application server, you must manually download all required third-party ActiveX controls again on the Terminal Services/Citrix servers. For details, see “Manually downloading the required third-party ActiveX controls” on page 1112. After you upgrade the Agent Desktop Displays software, start the application. If it notifies you of an available update, follow the on-screen prompts to install it. If an update message does not appear, then you do not need to update Agent Desktop Displays.
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Installing Microsoft Office applications on a Terminal Services/Citrix server Before you can install Microsoft Office 2000 on a Terminal Services/Citrix server, you must perform several steps; otherwise, the following error message appears when you attempt installation: Some default settings in Microsoft Office 2000 setup do not work properly on a Windows Terminal Server. To install Office on Terminal Server you must use the instructions and tools available in your Office 2000 Resource Kit or at http://www.microsoft.com/Office/ORK
Before you install Microsoft Office 2000 on a Terminal Services/Citrix server, ensure that you complete the following:
Install and enable Terminal Services. You must configure Terminal Services to be in Application Server mode for multiple terminal server clients to run Microsoft Office. Consult your Microsoft Windows 2000 documentation and Microsoft Windows 2000 online Help for more information about installing and configuring Terminal Services. Obtain the terminal server transform file, TermSrvr.mst, and place it in an accessible location for the installation. You can obtain the transform file from the Microsoft Office 2000 Resource Kit, in either of the following locations: on the Microsoft Office 2000 Resource Kit CD-ROM, within the folder ORK\PFiles\ORKTools\Toolbox\Tools\TermSrvr\ if you installed the Microsoft Office 2000 Resource Kit, in the folder C:\Program Files\ORKtools\Toolbox\Terminal Server Tools, where C: is the drive on which Windows 2000 is installed
You can download the Office Resource Kit Core Tool Set from the following Microsoft web site: http://www.microsoft.com/office/ork/2000/appndx/toolbox.htm#orktools
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Appendix C
IP Multicast Networking In this appendix Overview
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Overview What is IP multicasting? IP multicasting provides multipoint communication by simultaneously delivering information from one sender to multiple receivers who want to receive the information. The greatest advantage to IP multicasting is its ability to transmit information to many recipients in a way that minimizes the bandwidth required to communicate across networks, and the resources required by the sender to carry out a transmission.
Traditional multipoint communications Traditional methods of multipoint communication require that a source send a copy of information to each recipient: ten recipients require ten copies of the data. This method, called point-to-point unicast, creates two constraints:
The source’s system resources are used up in the duplication and distribution of multiple copies of a single piece of information. The combined size of the copies of data sent to recipients cannot be greater than the share of bandwidth available to the source.
IP multicasting multipoint communications Both point-to-point unicast and broadcast communications are server-based concepts that negatively impact the source system and its network. With IP multicasting, communication is receiver-based. Users who want to receive data join a multicast host group and become members of that group. Since duplication and distribution of the information is handled by a router, the source computer’s resources and its designated bandwidth are utilized efficiently, allowing the source to distribute information quickly and with minimal impact on the network.
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Multicast sending and receiving Introduction To send to multiple users, IP multicasting communicates with multicast host groups that are comprised of multicast group members. Recipients must be members of multicast groups to receive multicast data. A sender, however, does not need to be a member in a multicast host group to transmit multicast data. Anyone who can send information to a multicast IP address can send multicast information to a multicast host group. The following sections look at the building blocks of multicast communication in greater detail.
How sending and receiving works Multicast IP sending is the same as unicast sending: the sender indicates the IP address that it wants to send to, and the information travels through the network and arrives at its destination. It is more complex to receive multicast IP datagrams. When an application on a PC indicates that it wants to receive multicast data, several things must occur in the background for the data to travel through the network(s) and be received by the application. The section below looks at sending and receiving within the framework of Symposium Web Client’s Real-Time Reporting component. Sending Multicast IP sending begins when a user opens a browser, connects to the Symposium Web Client application server, and opens Real-Time Reporting. Real-Time Reporting on the client issues a request to join a host member group associated with Real-Time Reporting multicast data. The request is sent to the host member group’s multicast group host. Note: When a multicast host group is part of a permanent group, the host filters continuously for data coming from the multicast IP address. If the host is dynamic, it only begins filtering for data when it receives a request for membership. See “Multicast host groups” on page 1126 for more information on the types of multicast groups.
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In IP multicasting, there is an All-Hosts Group with the reserved address 224.0.0.1, whose function is to represent all hosts on the network. The All Routers Group with the reserved multicast IP address 224.0.0.2 represents the communication point for all routers on the network. The All-Hosts Group continuously sends out requests to its hosts and asks for a report: “Are there any groups that contain members who want to receive multicast data?” Since the concept of IP multicasting rests upon the idea of virtual networks, an All-Hosts Group should be viewed only as representing all of the host groups, not a physical piece of hardware. The address 224.0.0.1 can designate
a router or a system with an IP multicast-capable network interface card
If you are using IP multicasting in a very simple network, one router on a LAN can represent
the All-Hosts Group the All-Routers Group and the host that the host group members join to receive their multicast data
In this example, the network consists of two servers in Symposium Call Center Server on one LAN. The Symposium Web Client application server and its client PCs reside on a separate LAN. Each server in Symposium Call Center Server and the Symposium Web Client application server are connected to multicast routers. In this scenario, one of the routers is designated as the All-Routers Group (224.0.0.2). The Symposium Web Client application server acts as the host to the host group members, while one of the Symposium Call Center Server routers acts as the All-Hosts Group (224.0.0.1). At this stage, the All-Hosts group waits to find out if there are hosts with members who want to receive multicast data. The All-Hosts Group sends a query requesting that its hosts report on its membership, and the query travels from the All-Hosts Group to the host(s).
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The host(s) report on their membership lists. These are all of the clients who requested membership in a host group by opening a browser, launching Web Client, and then opening Real-Time Reporting. The report travels from each host back to the All-Hosts Group. Receiving At this stage, the scene has been set for multicast data to be received by the browsers that have Real-Time Reporting running. The hosts know who their members are. The All-Hosts Group knows who its hosts are. The routers that service the hosts are aware that their hosts are waiting for multicast data. Symposium Call Center Server now needs to provide that data. Symposium Call Center Server delivers its real-time statistics data to its IP multicast-capable router on its LAN. The router puts together the data to be sent to the host groups, and maps the address of the multicast All-Hosts Group to the IP address that it uses to send data. The data is sent from the LAN router to the All-Hosts Group. The All-Hosts Group then sends the data to the routers, whose job it is to receive data for hosts on their network or subnetwork. The routers for each host forward the data to their hosts, and each host forwards the data to its members. Note: In traveling from the receiver to the sender, the request may travel through several routers. Only the routers nearest to the sender and receiver must be multicast-capable.
Multicast groups and members Multicast hosts Any system or router can be a host and can send multicast data to a multicast group if it meets the following conditions:
The network interface card in the system is multicast-capable.
The system or router is on a network with a local multicast router.
Note: The sender does not have to be a member of a multicast host group if it is only sending multicast data. Inclusion in a multicast host group is required only if receipt of multicast data is required.
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Multicast host groups Recipients of IP multicasting datagrams are called host groups. Host groups fall into the following two categories:
permanent host groups
transient host groups
Permanent host groups are groups with an assigned IP multicast group address. The number of members in the host group is irrelevant in that a permanent host group with no members still exists as long as its IP multicast address is defined. A transient host group, by contrast, exists only if it has at least one member that requires its services. The multicast IP address for the transient host group is not permanently assigned to the host group; however, the addresses that can be dynamically assigned to a host group have two restrictions. The IP multicast address for a transient host group
must be in the address range designated for IP multicasting
cannot be the same as an address for a permanent host group
Multicast groups are virtual groups: they exist only from the point of view of multicast-capable routers or an All-Hosts Group. A host is simply a PC in a network that is designated to accept requests for multicast data from other PCs in the same network. This host conveys its membership status to its designated multicast-capable router. A group is formed when other PCs communicate their desire to join the host’s group. The PCs that want to join the group can be from different networks or subnetworks. Their communication with the host makes them part of a single group. The following groups are some of the permanent host groups that exist in an IP multicast-capable network:
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The All-Hosts Group: This group is used to identify all IP multicast hosts at your organization. When a host reports that it has members who want to receive multicast data, it sends this report to the All-Hosts Group. The multicast IP address for this group is 224.0.0.1. The All-Routers Group: This group is used to identify all IP multicast routers at your organization. The multicast IP address for this group is 224.0.0.2.
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Multicast host group members Host group members have few restrictions. They can
reside anywhere on any network
join or leave a host group at any time
join more than one host group
To receive a multicast message
the member must join the group to which the message is being sent and the group that the member has joined must belong to a network that is registered with a local multicast router
If the member joins a group that does not belong to a network registered with a local multicast router, the router receives the multicast message but has no way of distributing the message through the network to the member.
Multicast addresses IP multicasting specifies multicast host groups using Class D Internet Protocol addresses. These host group addresses range from 224.0.0.0 through 239.255.255.255. While IP addresses identify a specific physical location, a multicast IP address identifies a transmission session—a request conveyed from a client to a host to join a multicast group. However, when choosing IP multicast sending and receiving addresses, you must be aware of the following restrictions:
The IP multicast addresses between 224.0.0.0 and 224.0.0.255 inclusive are reserved for routing protocols and topology discovery or maintenance protocols. Additional IP multicast addresses between 224.0.1.0 and 239.255.255.255 are also reserved for specific applications like Net News.
The IP multicast addresses that you select for IP multicasting groups at your organization cannot be within the 224.0.0.0 and 224.0.0.255 range. In addition, you must check to make sure that you do not select an IP multicast address that has already been reserved for a specific multicast application.
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The following organizations maintain current information on IP multicasting addressing and can provide access to an extensive list of reserved IP multicast addresses. It is highly recommended that you review the information at one or both of these sites prior to assigning an IP address to a multicast group:
Internet Engineering Task Force (http://www.ietf.org)
Internet Assigned Numbers Authority (http://www.iana.org)
The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range.
Multicast routing methods The method that multicast routers use to interact with one another depends upon the routing protocol that has been set up for communications. All of these routing protocols use a routing method that moves a multicast packet from its source to its destination(s). There are several different routing methods:
flooding
spanning trees
core-based trees
reverse path broadcasting
truncated reverse path broadcasting
reverse path multicasting
A detailed description of each of these routing methods is beyond the scope of this document. The section below briefly discusses the spanning tree method, one of the more simple and efficient routing methods. To find out more about routing methods, visit the Internet Engineering Task Force (http:// www.ietf.org), and Internet Assigned Numbers Authority (http://www.iana.org). Both sites provide additional information and articles that address IP multicast routing methods in greater detail.
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Spanning trees Multicast routing depends upon its multicast-capable routers to exchange information about neighbouring routers and efficiently route multicast traffic. The Internet Group Management Protocol (IGMP) selects one router as the primary router for each physical network in a LAN. This primary router creates a routing method called a spanning tree that connects all other routers that belong to an IP multicast group. A spanning tree is a loop-free network of paths between routers. Only one path is established between each router. When each router is aware of the branches in the spanning tree, it copies multicast datagrams only to those branches of the tree. With this method, datagrams are duplicated only when the spanning tree branches, keeping the amount of duplication required on a network to a minimum.
Multicast protocols There are a variety of protocols available for multicast routing. The protocol that your network operations department chooses for your routers depends upon the type of delivery service that you must provide. If your network configuration does not require the delivery of multicast packets between routers or across networks, you only need the Internet Group Management Protocol. If your multicast data recipients extend beyond a single network, your network operations department must define multicast routing protocols for your routers. These protocols create the spanning trees and forward the multicast packets that are required to get the data to the group members. The following list includes some of the most common multicast protocols and a brief description of the routing features that each provides: Internet Group Management Protocol When clients indicate that they want to join a group, and hosts indicate to routers that they have group members, Internet Group Management Protocol (IGMP) is the protocol used to convey this information between host group members, hosts, and routers. See “How sending and receiving works” on page 1123 for more information on how group membership occurs. IGMP must be available on any interface running a multicast protocol, as well as on any static interface over which you want to transfer multicast traffic. Planning, Installation, and Administration Guide
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Distance Vector Multicast Routing Protocol Routers that use Distance Vector Multicast Routing Protocol (DVMRP) advertise the shortest-path routes to the networks on which a multicasting source resides. DVMRP is the opposite of RIP, which advertises routes to destination networks. Multicasting Extensions to Open Shortest Path First Routers using Multicasting Extensions to Open Shortest Path First (MOSPF) utilize an enhanced version of Open Shortest Path First (OSPF). This protocol allows a router to forward multicast IP traffic within an autonomous OSPF (Version 2) system. Protocol Independent Multicast Protocol Independent Multicast (PIM) provides efficient routes for multicast traffic that must cross the Internet to reach members of sparsely distributed multicast groups. The Nortel Networks implementation of PIM supports sparse mode. PIM communicates with far-flung members by
inviting downstream members to join a shared tree by sending explicit join messages using rendezvous points (RPs) for receivers to meet new sources. Sources announce their existence to RPs; receivers query RPs to learn about multicast sessions. establishing a shortest-path tree to create a data path between sources and receivers
Resource Reservation Protocol Resource Reservation Protocol (RSVP)-capable routers allow their host systems in an IP network to reserve resources for unicast or multicast dataflows.
Multicast tunneling within unicast On the data network, the server in Symposium Call Center Server, the Symposium Web Client application server, and their applicable clients all use the IP-based multicast protocol Internet Group Management Protocol (IGMP), in addition to the more widely used unicast protocol. IGMP is used to facilitate joining or leaving a multicast group.
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The multicast protocol is used between the following pairs of servers and client computers:
between the server in Symposium Call Center Server and the Symposium Web Client application server between the Symposium Web Client application server and the client PCs between the server in Symposium Call Center Server and any third-party application servers that use the Real-time Statistics Multicast (RSM) service
If the pair of computers is on the same subnet, then, typically, no additional network configuration is needed for the computers to communicate with each other through the multicast protocol. This is because at Layer 2, IP multicast traffic maps to an assigned range of Ethernet addresses and is delivered to all ports on a Layer 2 device. Additionally, IGMP snooping can be enabled on the Layer 2 Ethernet switches to propagate multicast datagrams only to registered hosts/ports (thereby conserving bandwidth). If, however, the computers are separated by one or more subnets, then a Multicast Routing protocol must be implemented on the appropriate routers (for example, MOSPF, DVMRP, PGM, PIM, and so on). Once a multicast routing protocol is implemented on a router interface, IGMP is automatically enabled by default. Some examples of computer pairings that require the multicast protocol and, in this example, are separated by routers, include
a central Symposium Web Client application server that is communicating with one or more remote Symposium Call Center Servers a Symposium Web Client application server communicating with client PCs that are scattered throughout the corporation’s LAN and WAN a server in Symposium Call Center Server communicating with a remote third-party application server (using the RSM service) that is on another subnet
If the Multicast Routing protocol is not available within any one of the intermediate routers, then there is an alternative for delivering multicast packets from the source subnet to the target subnet as encapsulated unicast packets: you can use network tunnels, such as
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GRE (Generic Routing Encapsulation Protocol) VPN (Virtual Private Network), an example of which is IP-SEC (Internet IP Security)
Tunneling is normally a function configured at the network router, while VPN is a separate network device. Since tunneling and VPN are OSI Network Layer-3 (and lower) entities, they are typically implemented by the data network operations department of the company. When a network tunnel is implemented, the original multicast packet travels from the source subnet as follows: 1.
First it is encapsulated as a unicast packet by a router.
2.
It is then forwarded across the network as a unicast packet.
3.
Finally, it is converted by the target subnet’s router back to a multicast packet for delivery onto the target subnet.
When such a network-level solution is implemented appropriately, based on existing network capabilities, it may result in lower implementation cost and increased network efficiencies. For more information, consult with the administrator of the network router, and see the table that follows.
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You can configure your routers to allow tunneling — unicast packets that travel as multicast packets, and multicast packets that travel as unicast packages between multicast and non-multicast networks. The table below provides an overview of how different packet types can travel between multicast and nonmulticast networks: Router receives
On interface type
Forwarding Action and How to Enable
Unicast or broadcast packet
Multicast
The multicast protocol running on the interface forwards the packet to a multicast destination address (or list of multicast destination addresses) dictated by an IP traffic filter. The IP traffic filter must be configured to convert the unicast or broadcast packets to multicast.
Multicast
Multicast
The router’s multicast protocol forwards the packet to
a multicast configured outbound interface (based on multicast protocol decisions) or
a non-multicast, IGMP static configured outbound circuit
In Site Manager, you must set the IGMP static forwarding entries policy for Dynamic to Static forwarding mode.
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Router receives
On interface type
Forwarding Action and How to Enable
Multicast
Non-multicast, The router forwards multicast packet traffic to IGMP static a multicast enabled network if configured multicast protocols are running on the routers
Multicast
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the IGMP static forwarding policy is set to Static to Dynamic the IGMP interface parameter Static Forward Cache Lifetime is set to a value in accordance with the multicast protocol (DVMRP or MOSPF) running on the router
Non-multicast, The router forwards the multicast traffic to a IGMP static non-multicast, static configured interface if configured the IGMP static forwarding policy is set to Static mode
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Implementing IP multicasting for Symposium Web Client IP multicast requirements The preceding sections discussed how multicasting works, the communication between software and hardware that multicasting generates, and the routing and related protocols that make the transmission of multicast data between sources and destinations possible. With this information, you can begin considering how to implement IP multicasting for your specific LAN or WAN, or both, to facilitate Symposium Web Client’s real-time data multicasting requirements. The following list is a checklist of the requirements that must apply to your network, network components, and multicast-capable applications for Symposium Web Client’s multicasting capabilities to work in a simple LAN configuration: Requirements for multicast communication on one LAN
The sending and receiving nodes in your network must be multicastenabled. The TCP/IP protocol stack must support IP multicast sending and receiving. The software used to communicate a request to join a multicast group must support the IGMP protocol. IGMP must be configured on all routers that receive or forward multicast or non-multicast datagrams.
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Requirements for multicast communication on one LAN
The network interface cards (NICs) and their drivers at the sending and receiving nodes must be able to filter for LAN data link layer addresses that have been mapped from network layer IP multicast addresses. If there are two network interface cards installed on the application server, then you must manually configure the cards so the application server always sends multicast data through the CLAN card. The client PCs are located on the CLAN and, therefore, expect to receive multicast data on this network. For more information, see “Network deployment scenarios,” on page 1137. Note:
If you have two NICs on a standalone Symposium Web Client server, you must configure one NIC for the CLAN and disable the other NIC. For more information, see “Are you having problems with the TFE and ASM services in Symposium Call Center Server?,” on page 1040. If you have two NICs on a coresident server (Symposium Web Client and Symposium Call Center Server), you must configure one NIC for the ELAN and the other for the CLAN.
IP multicasting software must be installed on clients that need to receive multicast data. Routers are not required for a host to join a multicast group and share multicast data with other hosts on the same subnetwork. When multicast sending and receiving must travel between WANs and LANs, the list of requirements includes the above checklist in addition to the items below: Requirements for multiple LANs or LAN-to-WAN multicast communication
Intermediate routers between sending and receiving nodes must be IP multicast-capable. Firewalls between LANs and WANs must be configured to permit IP multicast traffic.
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Requirements for multiple LANs or LAN-to-WAN multicast communication
An IP traffic filter must be able to convert packets from unicast to broadcast or broadcast to unicast. An IP traffic filter must be able to convert packets from unicast to multicast or multicast to unicast. Configure an IGMP static forwarding policy for interfaces that multicast and for interfaces that do not multicast. Set policy filters to identify multicast protocol-compliant gateways, interfaces, tunnels, and networks for IGMP, DVMRP, and MOSPF. Configure the network interface cards on the application server so it always sends multicast data through the CLAN card. For more information, see “Network deployment scenarios,” on page 1137.
Network deployment scenarios Single LAN In a single LAN environment, the clients, the application server, and Symposium Call Center Server share a LAN. With no firewalls to potentially block access, this is the simplest environment to configure for IP multicasting.
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IP Multicast Networking
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When Symposium Web Client is installed, its IP multicast send and receive addresses are identified on the application server. Symposium Web Client uses the receive address to collect multicast data from Symposium Call Center Server. The IP multicast receive address on Symposium Web Client must be the same as the IP multicast send address of the server in Symposium Call Center Server. However, the IP multicast receive address on Symposium Web Client must be different from the IP multicast send address on Symposium Web Client. The send address on the application server is the point from which multicast data is sent to the clients. The multicast-enabled router acts as both the host and the All-Hosts Group to the clients who become host group members when they open a browser and launch Real-Time Reporting. The IP multicast addresses that you select for RSM sending and receiving must be within the 224.0.1.0 and 239.255.255.255 range.
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Appendix D
Access and Partition Management overview In this appendix Overview
1140
Example of configuring users in a non-bureau call center
1144
Example of configuring users in a bureau call center
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Access and Partition Management overview
Standard 7.02
Overview Introduction You can use the Access and Partition Management component to create Web Client users and assign them the appropriate access privileges to the system. You can configure Web Client users so that they can log on to the application server with a single login to administer and monitor a single call center or multiple call centers in the network. You can control their access privileges by assigning these users basic access rights, access classes, partitions, and supervisor/reporting agent combinations.
Definitions of Access and Partition Management features and concepts This section includes definitions of the main Access and Partition Management features and concepts.
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Symposium Web Client users These can be supervisors, administrators, or managers in the call center who have been given access to log on to the Symposium Web Client application server to monitor and administer the call center. In network call centers, you can configure users to have access to a single call center or multiple call centers in the network with a single login. Basic access rights These access rights define the basic level of access to each Symposium Web Client component that Web Client users have when logging on to Symposium Web Client. The components that users see on the Symposium Web Client launchpad depend on the basic rights that you save with their user profile. Access classes You can use access classes to define the actions that users can perform in Contact Center Management, Configuration, and Scripting (for example, read only, read and edit, create/delete) for each server configured in the Symposium Web Client. Partitions You can use partitions to define the data that a user can see in Historical Reporting, Real-Time Reporting, and Contact Center Management. The following data is partitioned:
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Report Groups Agents Skillsets CDNs Applications DNISs You can assign partitions to each user containing data from any of the servers configured in the Symposium Web Client. The agents, skillsets, and applications defined in the partition and assigned to each user are visible in Contact Center Management, Historical Reporting, and Real-Time Reporting.
Supervisor/reporting agent combinations These combinations link a supervisor and all his or her reporting agents; they appear as the supervisor’s name in Access and Partition Management and can belong to any of the servers configured on the Symposium Web Client. When you assign a supervisor’s name to a user, you enable the user to see all this supervisor’s reporting agents in Real-Time Reporting, Historical Reporting, and Contact Center Management. This feature works in conjunction with partitions since the user can see all agents in the partitions assigned to him or her, as well as the agents from the supervisor/reporting agent combinations. Report groups These are custom folders that administrators create so that users can share historical report definitions. In addition to these custom folders, there are six standard report group folders that include the standard report definitions. When you create and assign partitions to users, you include the report groups that you want the user to be able to access. When Historical Reporting users create custom report definitions, they can save them within the report group folder in Historical Reporting so that any user who has been assigned a partition including this report group has access to this report definition.
Partitioned data The following table shows the partitioned data that appears in each of the Symposium Web Client components:
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Access and Partition Management overview
Standard 7.02
Note: Only three components are affected by partitions: Contact Center Management, Historical Reporting, and Real-Time Reporting. Users with basic access rights and the correct access classes can see all data in the remaining components. Contact Historical RealConfiguration Access and Scripting Center reports Time Partition Management displays Management
Yes
Yes
Yes
N/A
No
No
Supervisor/ Yes agents*
Yes
Yes
N/A
No
No
Agents
Skillsets
Specify in access class**
Yes
Yes
No
No
No
Report groups
N/A
Yes
N/A
N/A
N/A
N/A
Applications N/A
Yes
Yes
No
No
No
CDNs
N/A
Yes
N/A
No
No
No
DNISs
N/A
Yes
N/A
No
No
No
*Supervisor/reporting agents are included in this table as they offer an additional means of partitioning the agents the user can see in Contact Center Management, Historical Reports, and Real-Time Reports (but the list of supervisor/reporting agents is assigned directly to the user, and is not included in the user’s partition). **Users are restricted to viewing their partitioned skillsets in Contact Center Management only if you assign to them an access class containing the Use Agent & Skillset Partitions in CCM access level. If you do not assign this access level to the user, then he or she sees all configured skillsets in Contact Center Management, regardless of whether they are included in their partition.
Scope of partitions Partitions include a subset of reporting data (real-time and historical), and agent and skillset data in Contact Center Management. 1142
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Excluded
The administration of Access and Partition Management, Configuration, and Scripting does not currently support partitioning. The following data types are not partitioned: supervisors assignments routes IVR activity codes formulas users access classes partitions filters public real-time displays scripts and script variables threshold classes phonesets
Behaviour of partitions This section lists some general facts about the behaviour of partitions:
A user with two or more partitions sees the union of the partition data.
A user assigned no partitions sees all data.
A user requires at least one partition containing agents, skillsets, or applications to use Real-Time Reporting filters. A user with an empty partition sees no data that is included in partitions. In addition, if the partition does not contain a certain type of data (for example, CDNs), then no CDN data is available through the partition.
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Standard 7.02
Example of configuring users in a non-bureau call center Introduction This example includes general instructions for creating many of the types of users who work in a non-bureau call center—the supervisors, senior supervisors, overall network supervisors, and the administrator. This example includes the following users:
Janet Browne and Tanya Hodge - supervisors located in the Galway call center
Joe Lindsey - senior supervisor located in the Galway call center
Angela Shu - overall network supervisor located in the Toronto call center
Ian Watson - administrator
In this example, supervisors Janet Browne and Tanya Hodge each have four agents assigned to them, and senior supervisor Joe Lindsey also has four agents assigned to him. Janet Browne and Tanya Hodge fill in for each other during breaks and lunches. Likewise, Joe Lindsey monitors not only his agents, but also needs to be able to monitor Janet’s and Tanya’s agents.
Access and Partition Management requirements for supervisor Janet Browne Real-time displays
View agents of Janet Browne and Tanya Hodge.
View skillsets and applications applicable to the reservations department.
Historical reports
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Work with selected standard and imported reports only.
Report on the agents of Janet and Tanya.
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Report on skillsets and applications applicable to the reservations department. No CDN or DNIS reporting is required.
Contact Center Management
Edit the properties of the agents assigned to Janet and Tanya. Create ad-hoc agent to skillset assignments for the agents of Janet and Tanya. Cannot work with agent to supervisor assignments.
Emergency Help
Has access to Emergency Help.
How to configure supervisor Janet Browne The following steps provide an overview of how you configure supervisor Janet Browne: 1.
In Access and Partition Management, create a new report group called Supervisor-Galway.
2.
Save Janet’s selected reports (the reports can be standard or imported reports) in the report group Supervisor-Galway.
3.
Create a partition called SupervisorReports-Galway with the SupervisorGalway report group selected.
4.
Create a partition called Skillsets–Reservations-Galway with a subset of skillsets selected.
5.
Create a partition called Apps–Reservations-Galway with a subset of applications selected.
6.
Create an access class called Supervisor-Galway with the following access levels:
CCM: Edit Agent Properties Skillset Assignments: Create Ad-hoc Assignments CCM Partitions: Use Agent and Skillset Partitions in CCM All other access levels set to None
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Access and Partition Management overview
7.
Standard 7.02
Create a user called Janet Browne with basic access rights to Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help. While in the User Properties window, on the Supervisors tab, select supervisors Janet Browne and Tanya Hodge. Assign the access class Supervisor-Galway and the partitions SupervisorReports-Galway, Skillsets–Reservations-Galway, and Apps–Reservations-Galway to Janet.
Note: For agent real-time displays, supervisors must create a private real-time display to be able to choose the supervisor filters; they cannot apply supervisor filters to public agent displays. Public agent displays only include the agents in the user’s partition (they do not include the supervisor/reporting agents).
Summary of supervisor Janet Browne The following table summarizes Janet Browne’s access rights/partitions: Basic access rights
Supervisor/reporting agent combinations Access class Partitions
Real-Time Reporting
Historical Reporting
Contact Center Management
Emergency Help
Janet Browne
Tanya Hodge
Supervisor-Galway*
SupervisorReports-Galway* (this partition contains the report group Supervisor-Galway*)
Skillsets–Reservations-Galway*
Apps–Reservations-Galway*
*You can reuse these partitions, the access class, and the report group in other supervisor profiles.
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Access and Partition Management requirements for senior supervisor Joe Lindsey Real-time displays
View the agents of Janet Browne, Tanya Hodge, and Joe Lindsey.
View all skillsets and all applications.
Historical reports
Access all report groups, except Call-By-Call. Report on agents of Janet, Tanya, and Joe, including all skillsets, all applications, all CDNs, and all DNISs.
Contact Center Management
Edit the properties of agents assigned to Janet Browne, Tanya Hodge, and Joe Lindsey.
Schedule agent to skillset assignments for Janet Browne and Tanya Hodge.
Cannot work with agent to supervisor assignments.
Emergency Help
Has access to Emergency Help.
How to configure senior supervisor Joe Lindsey The following steps provide an overview of how you configure senior supervisor Joe Lindsey. 1.
Create a partition called NoCBC-Galway that includes all the standard report groups on the server Galway, except for Standard_CallByCall.
2.
Create a partition called AllSkillsets-Galway that includes all the skillsets that are configured on the server Galway.
3.
Create a partition called AllApplications-Galway that includes all the applications that are configured on the server Galway.
4.
Create a partition called AllCDNs-Galway that includes all the CDNs that are configured on the server Galway.
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Standard 7.02
5.
Create a partition called AllDNISs-Galway that includes all the DNISs that are configured on the server Galway.
6.
Create an access class called SeniorSupervisor-Galway with the following access levels:
7.
CCM: Edit Agent Properties Skillset Assignments: Schedule Assignments Agent Supervisor Assignments: None CCM Partitions: Use Agent Partitions in CCM All other access levels set to None
Create user Joe Lindsey with basic access rights to Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help. While in the User Properties window, on the Supervisors tab, select supervisors Janet Browne, Tanya Hodge, and Joe Lindsey. Assign to Joe the access class SeniorSupervisor-Galway, and the partitions AllSkillsetsGalway, AllApplications-Galway, AllCDNs-Galway, AllDNISs-Galway, and NoCBC-Galway.
Note: For agent real-time displays, supervisors must create a private real-time display to be able to choose the supervisor filters; they cannot apply supervisor filters to public agent displays. Public agent displays only include the agents in the user’s partition (they do not include the supervisor/reporting agents).
Access and Partition Management requirements for overall network supervisor Angela Shu In this example, Angela Shu is the overall network supervisor of all supervisors who are located in both the Galway and Toronto offices. Since Angela is the overall supervisor, she needs to be able to view all agents, skillsets, and applications on both the Galway server and the Toronto server. Real-time displays
View all agents on all servers.
View all skillsets and all applications on all servers.
Historical reports
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Access and Partition Management overview
Report on all agents, all skillsets, all applications, all CDNs, and all DNISs on all servers.
Contact Center Management
View the properties of all agents on all servers.
Perform ad hoc agent to skillset assignments on all servers.
Cannot change agent to supervisor assignments.
How to configure overall network supervisor Angela Shu The following steps provide an overview of how you configure overall network supervisor Angela Shu: 1.
Create two partitions called NoCBC-Galway and NoCBC-Toronto that include all the standard report groups, except for Standard_CallByCall.
2.
Create two partitions called AllSkillsets-Galway and AllSkillsets-Toronto that includes all the skillsets that are configured on the Galway server and the Toronto server respectively.
3.
Create two partitions called AllApplications-Galway and AllApplicationsToronto that include all the applications that are configured on the Galway server and the Toronto server respectively.
4.
Create two partitions called AllCDNs-Galway and AllCDNs-Toronto that include all the CDNs that are configured on the Galway server and the Toronto server respectively.
5.
Create two partitions called AllDNISs-Galway and AllDNISs-Toronto that include all the DNISs that are configured on the Galway server and the Toronto server respectively.
6.
Create an access class called OverallNetworkSupervisor with the following access levels:
CCM: View Agent Properties for both servers (Galway and Toronto) Skillset Assignments: Ad Hoc Assignments for both servers Agent Supervisor Assignments: None for both servers CCM Partitions: Use Agent Partitions in CCM for both servers All other access levels set to None
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Access and Partition Management overview
7.
Standard 7.02
Create user Angela Shu with basic access rights to Real-Time Reporting, Historical Reporting, and Contact Center Management. While in the User Properties window, on the Supervisors tab, select all the supervisors listed for both the Toronto and Galway call centers. Assign to Angela the access class OverallNetworkSupervisor, and the partitions AllSkillsets-Galway, AllSkillsets-Toronto, AllApplications-Galway, AllApplications-Toronto, AllCDNs-Galway, AllCDNs-Toronto, AllDNISs-Galway, AllDNISs-Toronto, NoCBC-Galway, and NoCBC-Toronto.
Summary of senior supervisor Joe Lindsey and overall network supervisor Angela Shu The following table summarizes Joe Lindsey’s and Angela Shu’s access rights/ partitions: Joe Lindsey Basic access rights
Supervisor/reporting agent combinations
Access class
1150
Angela Shu
Real-Time Reporting
Real-Time Reporting
Historical Reporting
Historical Reporting
Contact Center Management
Emergency Help
Janet Browne
Tanya Hodge
Joe Lindsey
SeniorSupervisor-Galway
Contact Center Management All supervisors configured on Toronto server All supervisors configured on Galway server
OverallNetworkSupervisor
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Joe Lindsey Partitions
Angela Shu
NoCBC-Galway*
NoCBC-Galway*
AllSkillsets-Galway*
AllSkillsets-Galway*
AllApplications-Galway*
AllApplications-Galway*
AllCDNs-Galway*
AllCDNs-Galway*
AllDNISs-Galway*
AllDNISs-Galway*
NoCBC-Toronto
AllSkillsets-Toronto
AllApplications-Toronto
AllCDNs-Toronto
AllDNISs-Toronto
*You can reuse these partitions for both users.
Access and Partition requirements for administrator Ian Watson Configuration
Full access to all servers to create skillsets, modify routing tables, and so on.
Access and Partition Management
Full access to all servers to manage all partitions, users, report groups, and access classes.
Scripting
Full access to manage scripts and script variables.
Real-time displays
View all agents on all servers.
View all skillsets and all applications on all servers.
Historical reports
Work with all report groups.
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Standard 7.02
Report on all agents, skillsets, applications, CDNs, and all DNISs on all servers.
Contact Center Management
Create/delete agents on all servers.
Schedule agent to skillset assignments on all servers.
Edit ad-hoc agent to supervisor assignments.
Audit Trail
Access to the Audit Trail application.
How to configure administrator Ian Watson There are a couple of options for configuring administrator Ian Watson. This section outlines one possible option. In this configuration, you reuse some of the partitions that you have already created for users Angela Shu and Joe Lindsey, in addition to creating new partitions specifically for Ian Watson. 1.
Create two partitions called AllReportGroups-Toronto and AllReportGroups-Galway with all report groups selected.
2.
Create two access classes, Administrator-Toronto and AdministratorGalway, with all access levels set to the highest level (Create/delete) for each server respectively.
3.
Create the user Ian Watson with basic access rights to Access and Partition Management, Real-Time Reporting, Historical Reporting, Configuration, Contact Center Management, Scripting, and Audit Trail.
4.
Assign all supervisors who are configured on each server to Ian Watson.
Note: By assigning supervisors to Ian, you enable him to use the supervisor filters when creating private agent real-time displays. If you do not assign Ian any supervisors, then he cannot use this feature in Real-Time Reporting. 5.
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Assign to Ian the partitions AllSkillsets-Toronto, AllApplications-Toronto, AllCDNs-Toronto, AllDNISs-Toronto, AllSkillsets-Galway, AllApplicationsGalway, AllCDNs-Galway, AllDNISs-Galway, and AllReportGroups.
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Note: By assigning partitions to Ian, you enable him to create filters for RealTime Displays. If you do not assign partitions to Ian, then he cannot create filters. 6.
Assign to Ian the access classes Administrator-Toronto and AdministratorGalway.
Summary of administrator Ian Watson The following table summarizes Ian Watson’s access rights/partitions: Basic access rights
Supervisor/reporting agent combinations Access class
Access & Partition Management
Configuration
Scripting
Audit Trail
Real-Time Reporting
Historical Reporting
Contact Center Management
Emergency Help
All supervisors in Toronto
All supervisors in Galway
Administrator-Galway
Administrator-Toronto
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Access and Partition Management overview
Partitions
Standard 7.02
AllReportGroups-Galway
AllSkillsets-Galway*
AllApplications-Galway*
AllCDNs-Galway*
AllDNISs-Galway*
AllReportGroups-Toronto
AllSkillsets-Toronto*
AllApplications-Toronto*
AllCDNs-Toronto*
AllDNISs-Toronto*
*In this example, these partitions have been reused. They were originally created for other users in this example.
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Example of configuring users in a bureau call center Introduction This example includes general instructions for creating a supervisor in a bureau call center in Galway. This call center has two bureaus—the reservations bureau, and the credit bureau—each working off the same Galway server. This example includes the following users: Bureau 1 users - Reservations
David Roman and Patsy Clark are each supervisors in the Reservations bureau.
CDNs: 3750 and 3751
Skillsets: Reservations, Packages
Applications: Reservations
Reports: Reservations Reports
Bureau 2 users - Credit
Jason Lee and Marlene Haley are each supervisors in the Credit bureau.
CDNs: 3850 and 3851
Skillsets: Gold, Normal, and BadCredit
Applications: Credit
Reports: Credit Reports
Access and Partition Management requirements for supervisor David Roman Real-time displays
View the agents of David Roman and Patsy Clark.
View Reservation skillsets and Reservation applications.
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Access and Partition Management overview
Standard 7.02
Historical Reports
Reservation Reports-Galway custom report group. Report on the agents of David Roman and Patsy Clark, and on the skillsets, applications, and CDNs that are related to Reservations. Not allowed to view any DNISs.
Contact Center Management
Edit the properties of agents assigned to David Roman and Patsy Clark. Make ad hoc agent to skillset assignment changes for the agents of David Roman and Patsy Clark. No agent to supervisor assignment access.
Emergency Help
Access to the Emergency Help component.
How to configure supervisor David Roman 1.
Create a new report group called Reservation Reports-Galway and save the selected reservations reports (the reports can be standard or imported reports) in this report group.
2.
Create a partition called ReservationReports-Galway with the report group Reservation Reports-Galway selected.
3.
Create a partition called Skillsets–Reservations-Galway with Reservations and Packages skillsets selected.
4.
Create a partition called Apps–Reservations-Galway with Reservations application selected.
5.
Create a partition called CDNs–Reservations-Galway with CDNs 3750 and 3751 selected.
6.
Create an access class called Supervisor-Galway with the following access levels:
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CCM: Edit Agent Properties Skillset Assignments: Create Ad-hoc Assignments CCM Partitions: Use Agent and Skillset Partitions in CCM.
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Access and Partition Management overview
7.
All other access levels set to None.
Create the user David Roman with basic access rights to Real-Time Reporting, Historical Reporting, Contact Center Management, and Emergency Help. While in the User Properties window, on the Supervisors tab, select supervisors David Roman and Patsy Clark. Assign to David the Supervisor-Galway access class and the partitions ReservationsReportsGalway, Skillsets–Reservations-Galway, Apps–Reservations-Galway, and CDNs–Reservations-Galway.
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Appendix E
Controls required on the client PC In this appendix Third-party controls
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Controls required on the client PC
Standard 7.02
Third-party controls The following table lists the third-party controls that are required on the client PC, along with the names of the files, and the version number required for Symposium Web Client 4.5. Third-party client controls are required for all Symposium Web Client 4.5 components, except Configuration and Audit Trail. For more information on installing third-party controls, see “Installing controls on a client” on page 645.
Control
Crystal Reports Viewer
Client Install Location*
CAB file
Control File
Company Purpose
activexview crviewer9.dll Crystal [drive]:\ ermod.cab WINNT\ Decisions Additional Downloaded files required Program by the Files
Crystal Reports
Version
9.2.0.702
crviewer9.dll control file and also downloaded with this file are: - swebrs.dll - sviewhlp.dll
- reportparame terdialog.dll - cselexpt.ocx - msvcp60.dll - mfc42.dll - msvcrt.dll - olepro32.dll - xqviewer.dll
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Control
Client Install Location*
Emergency [drive]:\ WINNT\ Help
Controls required on the client PC
CAB file
Control File
EHCtrl.cab iceemhlp
control.dll
system32
Company Purpose
Nortel Networks
Version
Emergency 4.5.0.51 Help
Popup Menu
iemenu.cab iemenu.ocx [drive]:\ WINNT\ Downloaded Program Files
Microsoft Internet Explorer Popup Menu
4.71.115.0
Date and Time Picker
[drive]:\ WINNT\ system32
Microsoft Time and date picker control
6.0.88.4
Remote Desktop Client
msrdp.cab [drive]:\ WINNT\ Downloaded Program Files
msrdp.ocx
Microsoft Terminal Services
5.1.2600.1 095
Olectra Chart
olec[drive]:\ 2D.cab WINNT\ Downloaded Program Files
olch2x32.ocx Component Chart One control
MSCOMC mscomct2.ocx T2.cab
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Controls required on the client PC
Control
Real-time Display
Client Install Location* [drive]:\ WINNT\ system32
CAB file
Standard 7.02
Control File
Company Purpose
RtdCtrl.cab icertdcontrol. Nortel
dll
Networks
Version
Real-time 4.5.5.1 displays
Additional files required by the icertdcontrol. dll control file and also downloaded with this file are: - rope.dll - ntzlib.dll
Infragistics TreeView 1.0.4.20 Infragistics [drive]:\ ssTree.cab SSTree.ocx WINNT\ ActiveTree control An additional Downloaded View file required Program by this control Files and downloaded with this file:
- SSPNG2.dll True OLE [drive]:\ DB Grid 8 WINNT\
system32
todg8.cab todg8.ocx An additional file required by this control and downloaded with the file:
Component Grid One control
8.0.20042. 329
- tdbgpp8.dll
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Control
Client Install Location*
[drive]:\ ATL module for windows\ Windows system32
Controls required on the client PC
CAB file
Control File
Company Purpose
Version
ATL.cab
advpack.dll
Microsoft Visual Corporation C++
3.0.8449.0
Additional files required by the advpack.dll control file and also downloaded with this file are
Helper files used to display progress bar
- atla.dll - atlw.dll - w95inf16.dll - w95inf32.dll SOAP Client 3.0**
[drive]:\ Program Files\ Common Files\ MSSoap\ Binaries
SOAP install
MSSOAP30. Microsoft Access to server-side dll
3.0.1325.0
functionality
*This is the location where the control is installed on the client PC, where [drive] is the drive upon which the operating system is installed. **Unlike the other controls listed in the table, these two controls are not downloaded to the client PC, but they are required for proper Symposium Web Client functionality. For more information on installing the client version of SOAP, see “Installing Simple Object Access Protocol” on page 640. The control for Windows scripting is automatically installed with the client operating system.
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Appendix F
Web site types In this appendix Determining your web site type
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Web site types
Standard 7.02
Determining your web site type Introduction To determine which web site type is best for your organization when you install Symposium Web Client, evaluate how you intend to use the application server on which Symposium Web Client will reside.
Web sites and virtual directories There are two ways in which you can install Symposium Web Client on the application server:
as a standalone Symposium Web Client web site
as a “sub-site” or virtual directory attached to an existing web site
Note: You must specify the type of web site that Symposium Web Client uses in step 13 of the Symposium Web Client installation process. For more information, see “To install Symposium Web Client on the application server” on page 132. Regardless of the type of web site that you choose, the application behaves in the same way, and is visible to client PCs in the same way. The only significant difference between a virtual directory web site and a default web site is the way in which it appears in Windows 2000 Server.
Symposium Web Client as a standalone web site If Symposium Web Client fits the following criteria, you should set up Web Client as the default web site:
Symposium Web Client is the only application that will run on the application server. The existing company intranet or extranet is on another server, entirely separate from the domain being used for Web Client.
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Web site types
Symposium Web Client as a virtual directory Set up Symposium Web Client as a virtual directory on an existing web site if Symposium Web Client fits the following criteria:
You have a company intranet or extranet, or both, that already resides on the application server. You are installing Symposium Web Client as an additional web site on the application server.
When Symposium Web Client is installed as a virtual directory, it appears as a folder called WClient in the Default Web Site tree.
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Appendix G
Supervisor/reporting agents matrix In this appendix Overview
1170
Real-Time Reporting
1171
Historical Reporting
1177
Contact Center Management
1180
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Supervisor/reporting agents matrix
Standard 7.02
Overview The supervisor/reporting agents feature enables you to dynamically link a supervisor and all his or her reporting agents with one or more Web Client users, thereby enabling the users to view the agents in Symposium Web Client components, such as Real-Time and Historical Reporting, and Contact Center Management. You assign supervisor/reporting agent combinations to Web Client users by using the Supervisors tab in the User Properties window of Access and Partition Management. Supervisor/reporting agent combinations and partitions affect the data that users see differently, based on the component in which the user is working and the type of data the user is viewing (for example, a private real-time display behaves differently than a public real-time display). The tables in this appendix outline the effect of supervisor/reporting agent combinations and partitions in each of the applicable Symposium Web Client components. In most cases, the supervisor/reporting agents feature only works in conjunction with partitions; you must assign both a partition and a supervisor/reporting combination to a user to restrict the user to seeing his or her reporting agents. The exception to this rule is in Real-Time Reporting, and specifically for the private agent real-time displays and agent map displays. If you have assigned the user only a supervisor/reporting agent combination in Access and Partition Management (not a partition), then the user can apply this supervisor/reporting agent combination (on the Filters tab) to either a private agent real-time display, or an agent map display to view only those reporting agents.
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Supervisor/reporting agents matrix
Real-Time Reporting Introduction The data that users see in Real-Time Reporting varies based on whether the user opens a public agent real-time display, a private agent real-time display, or an agent map display. These differences are summarized in the following tables: Public agent real-time displays
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ Has the user reporting agent combination in assigned a custom filter Access and Partition to the Management? display?
Yes
N/A*
No*
Only agents included in the partition
Yes
N/A
Yes
Only agents included in the partition
No
N/A
No
All agents
No
N/A
Yes
All agents
Yes (no agents)
N/A
No
No data
Yes (no agents)
N/A
Yes
No data
Yes (no agents)
N/A
Yes (but the supervisor has no reporting agents)
No data
Planning, Installation, and Administration Guide
Data the user sees in the display
1171
Supervisor/reporting agents matrix
Standard 7.02
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ Has the user reporting agent combination in assigned a custom filter Access and Partition to the Management? display?
Yes
N/A
Yes (but the supervisor has no reporting agents)
Only agents included in the partition
No
N/A
Yes (but the supervisor has no reporting agents)
All agents
Data the user sees in the display
*Users cannot apply custom filters or supervisor/reporting agent combinations to public real-time displays. If you assign the user a supervisor/reporting agent combination in Access and Partition Management, it does not affect the data that the user sees in public agent real-time displays, regardless of whether the user has a partition assigned to him or her. Only partitions affect the data that users see in public agent real-time displays. Private agent real-time displays Unlike public agent real-time displays, for private real-time displays, users can create custom filters by choosing the items from their partitioned data that they want to see in the display. Then, when they are customizing their private display, they can assign one or more of these filters to the display in the Filters tab. This tab also lists any supervisor/reporting agent combinations that the administrator has assigned to the user in Access and Partition Management, represented by the corresponding supervisor’s name. Each supervisor name represents all of that supervisor’s reporting agents.
1172
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December 2006
Supervisor/reporting agents matrix
Based on the supervisor/reporting agent combinations that the administrator has assigned to the user, there may be more than one supervisor name on this tab. For example, the administrator can assign the supervisor his or her own agents (and, therefore, the supervisor’s own name appears on this tab), and the reporting agents of another supervisor, in which case this other supervisor’s name also appears on the tab. When the user customizes the display, he or she can assign the supervisor/reporting agent combinations to the display by clicking the names of the appropriate supervisors to view all the reporting agents of these selected supervisors. Note: Private real-time displays are different than public real-time displays in that users do not require a partition to restrict the agent data that they can see in the display. If the administrator assigns the user only a supervisor/reporting agent combination in Access and Partition Management (not a partition), then the user can apply this supervisor/reporting agent combination (on the Filters tab) to the private agent real-time display to view only those reporting agents. Has an administrator assigned the user a partition in Access and Partition Management?
Has the user assigned a custom filter to the display?
Has the user assigned a supervisor/ reporting agent combination to the display?
Yes
Yes
No
Only the agents included in the custom filter
Yes
No
No
Only the agents included in the partition
Yes
Yes
Yes
All agents in the custom filter, plus the agents reporting to the selected supervisor
Planning, Installation, and Administration Guide
Data the user sees in the display
1173
Supervisor/reporting agents matrix
1174
Standard 7.02
Has an administrator assigned the user a partition in Access and Partition Management?
Has the user assigned a custom filter to the display?
Has the user assigned a supervisor/ reporting agent combination to the display?
Yes
No
Yes
Only the agents reporting to the selected supervisor
No
No
No
All agents
No
No
Yes
Only the agents reporting to the selected supervisor
Yes (no agents)
No
No
No data
Yes (no agents)
No
Yes
Only the agents reporting to the selected supervisor
Yes
Yes
Yes (but the supervisor has no reporting agents)
Only the agents included in the custom filter
Yes
No
Yes (but the supervisor has no reporting agents)
No data
Yes (no agents)
No
Yes (but the supervisor has no reporting agents)
No data
No
No
Yes (but the supervisor has no reporting agents)
No data
Data the user sees in the display
Symposium Call Center Web Client
December 2006
Supervisor/reporting agents matrix
Agent map graphical displays Before a user can launch an agent map graphical display, he or she must apply either a custom filter to it, or a supervisor/reporting agent combination, but the user cannot apply both at the same time. Note: Agent map graphical displays are different than public real-time displays in that users do not require a partition to restrict the agent data that they can see in the display. If the administrator assigns the user only a supervisor/reporting agent combination in Access and Partition Management (not a partition), then the user can apply this supervisor/reporting agent combination to the agent map display to view only those reporting agents. Has an administrator assigned the user a partition in Access and Partition Management?
Has the user assigned a Has the user supervisor/ reporting assigned a custom filter agent combination to the to the display? display?
Yes
Yes
No
Only agents included in the custom filter
Yes
No
Yes
Only the agents reporting to the selected supervisor
No
No
Yes
Only the agents reporting to the selected supervisor
Yes (no agents)
No
Yes
Only the agents reporting to the selected supervisor
Yes (no agents)
No
Yes (but the supervisor has no reporting agents)
No data
Planning, Installation, and Administration Guide
Data the user sees in the display
1175
Supervisor/reporting agents matrix
1176
Standard 7.02
Has an administrator assigned the user a partition in Access and Partition Management?
Has the user assigned a Has the user supervisor/ reporting assigned a custom filter agent combination to the to the display? display?
Data the user sees in the display
No
No
Yes (but the supervisor has no reporting agents)
No data
Yes
No
Yes (but the supervisor has no reporting agents)
No data
Symposium Call Center Web Client
December 2006
Supervisor/reporting agents matrix
Historical Reporting Introduction In Historical Reporting, if users do not have a partition assigned to them, then they see all agent data in the selection criteria, regardless of whether they have a supervisor/reporting agent combination assigned to their user profile. In this component, partitions and supervisor/reporting agent combinations affect the data that users see in the Selection Criteria box. The selection criteria feature in Historical Reporting is like the filters feature in Real-Time Reporting. Just as Real-Time Reporting users can choose the data they want to see in the displays by creating custom filters and assigning them to the displays, so too can Historical Reporting users specify which items from their partitioned data they want to see in the historical reports by choosing from the selection criteria. If users have not been assigned a partition, then they can choose from all data.
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Partition Management?
Yes
No
All agents in the partition
The agents the user has chosen from the selection criteria
No
No
All agents
The agents the user has chosen from the selection criteria
Planning, Installation, and Administration Guide
What data is available for the user to choose Data the user from in the sees in the selection report criteria?
1177
Supervisor/reporting agents matrix
1178
Standard 7.02
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Partition Management?
Yes
Yes
The agents in the partition and the agents included in the supervisor/ reporting agent combination assigned to this user
The agents the user has chosen from the selection criteria
No
Yes
All agents
The agents the user has chosen from the selection criteria
Yes (no agents)
No
No data
No data
Yes (no agents)
Yes
The agents included in the supervisor/ reporting agent combination assigned to this user
The agents the user has chosen from the selection criteria
Yes (no agents)
Yes (but the supervisor has no reporting agents)
No data
No data
What data is available for the user to choose from in the Data the user selection sees in the criteria? report
Symposium Call Center Web Client
December 2006
Has an administrator assigned the user a partition in Access and Partition Management?
Supervisor/reporting agents matrix
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Partition Management?
What data is available for the user to choose from in the Data the user selection sees in the criteria? report
Yes
Yes (but the supervisor has no reporting agents)
All agents in the partition
The agents the user has chosen from the selection criteria
No
Yes (but the supervisor has no reporting agents)
All agents
The agents the user has chosen from the selection criteria
Planning, Installation, and Administration Guide
1179
Supervisor/reporting agents matrix
Standard 7.02
Contact Center Management Introduction In Contact Center Management, if users do not have a partition assigned to them, then they see all agent data, regardless of whether they have a supervisor/ reporting agent combination assigned to their user profile. Note: The administrator can also control the data users see in Contact Center Management by assigning access classes to them. Access classes can restrict the windows or portions of windows that users can open in the application, and the actions users can perform. In addition, if the administrator assigns users the Use Agent & Skillset Partitions in CCM access class, then they are restricted to viewing only their partitioned skillsets (in addition to their partitioned agents, which is the default behavior).
1180
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Data the user sees Partition in Contact Center Management? Management
Yes
No
Only the agents in the partition
Yes
Yes
The agents in the partition and the agents included in the supervisor/reporting agent combination assigned to this user
No
No
All agents
No
Yes
All agents Symposium Call Center Web Client
December 2006
Supervisor/reporting agents matrix
Has an administrator assigned the user a partition in Access and Partition Management?
Has an administrator assigned the user a supervisor/ reporting agent combination in Access and Data the user sees Partition in Contact Center Management? Management
Yes (no agents)
Yes
The agents included in the supervisor/ reporting agent combination assigned to this user
Yes (no agents)
No
No agents
Yes (no agents)
Yes (but the supervisor has no reporting agents)
No agents
Yes
Yes (but the supervisor has no reporting agents)
The agents in the partition
No
Yes (but the supervisor has no reporting agents)
All agents
Planning, Installation, and Administration Guide
1181
Supervisor/reporting agents matrix
1182
Standard 7.02
Symposium Call Center Web Client
Glossary
A
accelerator key A key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor. access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels. access level A level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports. ACD call See Automatic call distribution call. ACD-DN See Automatic call distribution directory number. ACD routing table See Automatic call distribution routing table. acquired resource A resource configured on the switch that is under the control of Symposium Call Center Server. Resources must be configured with matching values on both the switch and Symposium Call Center Server.
Planning, Installation, and Administration Guide
1183
Glossary
Standard 7.02
activated script A script that is processing calls or is ready to process calls. active server In a system with a Replication Server, the server that is providing call processing and administration services. activity code A number that an agent enters on his or her phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their phonesets during sales calls, and this information can be generated in an Activity Code report. administrator A user who is responsible for setting up and maintaining Symposium Web Client. agent A user who is responsible for handling customer calls. agent logon ID A unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset. agent to skillset assignment A matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled. agent to supervisor assignment A definition that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. API See application program interface.
1184
Symposium Call Center Web Client
December 2006
Glossary
application 1. A logical entity that represents a Symposium Web Client script for reporting purposes. The Master script and each primary script have an associated application. The application has the same name as the script it represents. 2. A program that runs on a computer. application program interface A set of routines, protocols, and tools that programmers use to develop software applications. APIs simplify the development process by providing commonly used programming procedures. application server The computer hosting the web server that distributes all the web pages to the client PCs that are using Symposium Web Client. The client PCs use an Internet browser interface to connect to the application server, launch Symposium Web Client, and interact with Symposium Call Center Server. The application software for Symposium Web Client is installed on the application server. associated supervisor A supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. See also reporting supervisor. Automatic call distribution A means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). Automatic call distribution is useful in operations where callers want a service rather than a specific person. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal. Automatic call distribution call A call to an ACD-DN. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. See also Automatic call distribution directory number. Automatic call distribution directory number A DN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch. Planning, Installation, and Administration Guide
1185
Glossary
Standard 7.02
Automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Symposium Call Center Server will be queued to ACD groups and handled by available agents.
C
call age The amount of time a call was waiting in the system before being answered by an agent. call intrinsic A script element that stores call-related information assigned when a call enters Symposium Call Center Server. See also intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, time intrinsic, traffic intrinsic. call presentation class A collection of preferences that determines how calls are presented to an agent.call priority A numerical value assigned in a script that defines the relative importance of a call. If two calls are in the queue when an agent becomes available, and one call is queued with a higher priority than the other, the agent receives the higher priority call first. See also skillset priority. call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a call center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent. call variable A script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable.
1186
Symposium Call Center Web Client
December 2006
Glossary
Calling Line Identification An optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset. CallPilot A multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories. CDN See controlled directory number. CLAN See Customer local area network. CLID See Calling Line Identification. client The part of Symposium Call Center Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available, Classic Client and Symposium Web Client. See also server. command A building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Contivity VPN Switch A Nortel Networks product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet.
Planning, Installation, and Administration Guide
1187
Glossary
Standard 7.02
controlled directory number A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Symposium Call Center Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Symposium Call Center Server. CTI Computer Telephony Integration Customer local area network The LAN to which your corporate services and resources connect. The Symposium Web Client application server and client both connect to the CLAN. Third-party applications that interface with the server also connect to this LAN.
D
DBMS Database Management System deactivated script A script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed. default activity code The activity code that is assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on his or her phoneset. default skillset The skillset to which calls are queued if they have not been queued to a skillset or a specific agent by the end of a script. desktop user A configured user who can log on to the Symposium Web Client application server from a client PC. DHCP See dynamic host configuration protocol.
1188
Symposium Call Center Web Client
December 2006
Glossary
Dial-Up Networking See Remote Access Services. Dialed Number Identification Service An optional service that allows Symposium Call Center Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS. directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN). directory number call A call that is presented to the DN key on an agent’s phoneset. display threshold A threshold used in real-time displays to highlight a value below or above the normal range. DN See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network. dynamic link library A library of executable functions or data that can be used by a Windows application. Typically, a DLL provides one or more particular functions, and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time. Planning, Installation, and Administration Guide
1189
Glossary
E
Standard 7.02
ELAN See embedded local area network. embedded local area network A dedicated Ethernet TCP/IP LAN that connects the server in Symposium Call Center Server and the switch. Emergency key A key on an agent’s phoneset that, when pressed by an agent, automatically calls his or her supervisor to notify the supervisor of a problem with a caller. event 1. An occurrence or action in Symposium Web Client, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music. expression A building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression, mathematical expression, relational expression.
F
1190
filter 1. In Real-Time Reporting, you create filters by specifying the skillset, application, and agent data that you want to see in the real-time displays. You can apply as many filters as you want to each display. After you apply these filters to the real-time displays, you no longer have to scan data that is not applicable to you. 2. In Historical Reporting, you can select the elements that you want to include in your reports by choosing filters and assigning filter elements to your reports. For example, in an agent performance report, you can choose the filter Agent Login ID, and then choose the filter elements (the logon IDs) that you want to report on.
Symposium Call Center Web Client
December 2006
Glossary
first-level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class. The system tracks how often the value for the statistic falls below this value.
G
global settings Settings that apply to all skillsets that are configured on your system. global variable A variable that contains values that can be used by any script on the system. You can only change the value of a global variable in the Script Variable Properties sheet. You cannot change it in a script. See also call variable, variable.
I
IIS See Internet Information Services. Internet Information Services Microsoft’s Web server software. IIS uses Hypertext Transfer Protocol (HTTP) to provide World Wide Web documents in a browser. IIS includes several security functions and allows the use of Gopher and File Transfer Protocol (FTP) servers. Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use the TCP/IP protocol to route messages based on the IP address of the destination. The format of an IP address is a 32-bit numeric address written as four values separated by periods. Each value can be 0 to 255. For example, 1.160.10.240 could be an IP address. intrinsic A word or phrase used in a script to gain access to system information about skillsets, agents, time, and call traffic that can then be used in formulas and decision-making statements. See also call intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, time intrinsic, traffic intrinsic.
Planning, Installation, and Administration Guide
1191
Glossary
Standard 7.02
IP address See Internet Protocol address.
L
LAN See Local area network. Local area network A computer network that spans a relatively small area. Most LANs connect workstations and personal computers, and are confined to a single building or group of buildings. logical expression A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression, relational expression.
M
Management Information Base A data structure that describes the collection of all possible objects in a network. Each managed node maintains one or more variables (objects) that describe its state. Symposium Call Center Server Management Information Bases (MIBs) contribute to the overall network MIB by
identifying Nortel Networks/Meridian/Symposium Call Center Server nodes within the network
identifying significant events (SNMP traps), such as alarms reporting
specifying formats of alarms
Master script The first script executed when a call arrives at the Symposium Web Client. A default Master script is provided with Symposium Web Client, but it can be customized by an authorized user. It can be deactivated but not deleted. See also primary script, script, secondary script.
1192
Symposium Call Center Web Client
December 2006
Glossary
mathematical expression An expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression, logical expression, relational expression. MIB See Management Information Base. music route A resource installed on the switch that provides music to callers while they wait for an agent.
N
NCRTD Network Consolidated Real-Time Displays network interface card An expansion board that enables a PC to be connected to a local area network (LAN). Symposium Web Clientnight mode A skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment. A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode. NPA See Number Plan Area. Number Plan Area Area code
O
object linking and embedding A compound document standard that enables you to create objects with one application, and then link or embed them in a second application.
Planning, Installation, and Administration Guide
1193
Glossary
Standard 7.02
ODBC See Open Database Connectivity. OEM Original equipment manufacturer OLE See object linking and embedding. Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Optivity Telephony Manager A Nortel Networks application used for switch management. It provides management simplicity and flexible control. OTM See Optivity Telephony Manager. out-of-service mode A skillset state in which the skillset does not take calls. A skillset is out of service if there are no agents logged on or if the supervisor puts the skillset into out-of-service mode manually. See also Symposium Web Clientnight mode, transition mode. out-of-service skillset A skillset that is not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also skillset.
P
1194
partition Partitions enable call center administrators to control the data that Symposium Web Client users can view and manage in Historical Reporting, Real-Time Reporting, and Contact Center Management. Partitions can contain six types of data: agents, skillsets, applications, CDNs, DNISs, and report groups. If an
Symposium Call Center Web Client
December 2006
Glossary
administrator does not assign a partition to a user, then the user sees all available data in the real-time displays and historical reports. However, if the administrator does not assign a partition to a supervisor containing agents, then the supervisor sees nothing in Contact Center Management. pegging The action of incrementing statistical counters to track and report on system events. pegging threshold A threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports. PEP See Performance Enhancement Package. Performance Enhancement Package A Symposium Call Center Server supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset. phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. primary script A script that is executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, script, secondary script. Planning, Installation, and Administration Guide
1195
Glossary
R
Standard 7.02
RAN recorded announcement RAN route See recorded announcement route. RAS See Remote Access Services. Real-time Statistics Multicast An interface that provides real-time information to third-party applications in either multicast or unicast format. recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. relational expression An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression. Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking. Replication Server A server that backs up the active server to the standby server in real time. report group 1. The standard report groups in Historical Reporting are folders that contain the standard report templates. There are six standard report groups: Agent Performance, Configuration, Call-by-Call, Networking (M1 networking only), Others, and NCC (on the NCC only). 2. An administrator creates custom report groups in Access and Partition Management, adds them to partitions, and assigns the partitions to Historical Reporting users. Custom report groups do not
1196
Symposium Call Center Web Client
December 2006
Glossary
contain standard report templates. Instead, they are folders that enable users who belong to the same group to share customized reports. Users can customize a standard template and save it in their group folder so that other members of their group can use the same customized report. reporting supervisor The supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor. RSM See Real-time Statistics Multicast. RTD Real-time displays RTR Real-Time Reporting
S
sample script A script that is installed with the Symposium Call Center Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical call center scenarios. SCM See Service Control Manager. script A set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, primary script, secondary script. script variable See variable.
Planning, Installation, and Administration Guide
1197
Glossary
Standard 7.02
second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value. secondary script Any script (other than a Master or primary script) that is referenced from a primary script or any other secondary script. There is no pegging of statistics for actions occurring during a secondary script. See also Master script, primary script, script. server A computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Symposium Call Center Server is used to configure the operations of the call center. See also client. service A process that adheres to a Windows NT structure and requirements. A service provides system functionality. Service Control Manager A Windows NT process that manages the different services on the PC. service level The percentage of incoming calls answered within a configured number of seconds. service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components:
1198
managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to the outside world via an SNMP management process called an SNMP Agent Symposium Call Center Web Client
December 2006
Glossary
management stations, which are computers running special network management software that interact with the Agents for status management information, which is conveyed through exact specifications and format of status specified by the MIB Management Protocol or SNMP, which sends messages called protocol data units (PDUs)
Simple Object Access Protocol Technology for retrieving data through client PCs from the application server. SOAP provides a means of communication between applications running on different operating systems, with different technologies and programming languages. site A system using Symposium Call Center Server that can be accessed using SMI. skillset A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic A script element that inserts information about a skillset in a script. Skillset intrinsics return values such as skillsets, integers, and agent IDs. These values are then used in queuing commands. See also call intrinsic, intrinsic, time intrinsic, traffic intrinsic. skillset priority An attribute of a skillset assignment that determines the order in which calls from different skillsets are presented to an agent. When an agent becomes available, calls might be waiting for several of the skillsets to which the agent belongs. The server presents the call queued for the skillset for which the agent has the highest priority. SOAP See Simple Object Access Protocol. standby In skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset. Planning, Installation, and Administration Guide
1199
Glossary
Standard 7.02
standby server A server that contains an up-to-date version of the database, for use when the active server becomes unavailable. supervisor A user who manages a group of agents. See also associated supervisor, reporting supervisor. SWCP See Symposium Web Center Portal. switch The hardware that receives incoming calls and routes them to their destination. switch resource A device that is configured on the switch. For example, a CDN is configured on the switch, and then is used as a resource with Symposium Call Center Server. See also acquired resource. Symposium Web Client call A call to a CDN that is controlled by the Symposium Web Client. The call is presented to the Incalls key on an agent’s phoneset. Symposium Standby Server The server that contains an up-to-date back-up version of the Symposium Call Center Server database, for use if the active server fails. The database is kept upto-date by the Replication Server. Symposium Web Center Portal A client/server contact center application that expands contact center e-mail capabilities to allow agents to view, respond to, and track requests over the Internet. Symposium Web Client A browser-based tool for call center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports. The Symposium Web Client software is installed on an application server. See also application server. 1200
Symposium Call Center Web Client
December 2006
Glossary
system-defined script The Master_Script can be customized or deactivated by a user, but cannot be deleted. the first script executed for every call arriving at the call center.
T
TAPI See Telephony Application Program Interface. TCP/IP See Transmission Control Protocol/Internet Protocol. TDM See Time-Division Multiplex. telephony The science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment. Telephony Application Program Interface An interface between the switch and an application that allows the application to control the telephone on a user’s desktop. threshold A value for a statistic at which system handling of the statistic changes. threshold class A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold. Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end.
Planning, Installation, and Administration Guide
1201
Glossary
Standard 7.02
time intrinsic A script element that stores information about system time, including time of day, day of week, and week of year. See also call intrinsic, intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, traffic intrinsic. Token Ring A PC network protocol developed by IBM. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle. traffic intrinsic An intrinsic that inserts information about system-level traffic in a script. See also call intrinsic, intrinsic, A group of capabilities or knowledge required to answer a specific type of call. skillset intrinsic, time intrinsic. transition mode A skillset state in which the server presents already queued calls to a skillset. New calls queued to the skillset are given out-of-service treatment. See also Symposium Web Clientnight mode, out-of-service mode. Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks. treatment See call treatment.
U
user-created script A script that is created by an authorized user on the Symposium Web Client system. Primary and secondary scripts are user-created scripts. user-defined script A script that is modified by an authorized user on the Symposium Web Client system.
1202
Symposium Call Center Web Client
December 2006
Glossary
utility A program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices.
V
validation The process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated. variable A placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Symposium Call Center Server. See also call variable, global variable. Virtual Private Network A private network that is configured within a public network to take advantage of the economies of scale and management facilities of large networks. VPN See Virtual Private Network.
W
WAN See also Wide area network. Wide area network A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet. workload scenarios Sets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Symposium Web Client.
Planning, Installation, and Administration Guide
1203
Glossary
1204
Standard 7.02
Symposium Call Center Web Client
Index Symbols 443, 485, 502
Numerics 503 Service Unavailable message resolving 1008
A about blank message in Internet Explorer 1039 about blank URL adding as a Trusted Site 1038 access 516 Access and Partition Management access to 882 adding Web Client users in 881 and administrator privileges 882 definitions of terms used in 1140 new features in 31 overview 18, 784 partitions in 853 problems viewing user details in 1038 access classes 852 access levels in 873 and Contact Center Management 874 and servers 874 creating 872 access restrictions in Symposium Web Client 138, 375, 406, 438, 480, 497 access rights 852 assigning basic 854, 881 basic 1140 activating modified multicast rates 82 Planning, Installation, and Administration Guide
modified RSM settings 83 the Terminal Services License Server 226, 613 activating or deactivating real-time statistics collection 75 Active Directory and domain controllers 104, 105 and domain trees 106 and forests of domain trees 107 and Symposium Web Client uninstall 983 backing up data 936 computer name 108 configuring the Terminal Services user account in 218 database 112 domain name 108 forest in 108 installing 103 overview 103 permissions 114 problems with 1030 reinstalling 984 server name in Symposium Web Client 141 uninstalling 984 verifying installation of 1022 Active Directory Application Mode and replication 362 installation options 370 installing 362 uninstalling 363 Active X control and Terminal Services 648 ActiveX control security 638 ad hoc agent to skillset assignments creating in assignment mode 829 ad hoc agent to supervisor assignments creating in assignment mode 821 ADAM accessing online Help for 368 and service accounts 365 ADAM replication 1205
Index
and the ADSIEdit Editor 368 default schedule for 367 first time 364, 421 scheduling 367 addendum downloading latest 681, 742 addresses Class D Internet Protocol 1127 multicast 1127 restriction for IP multicast 1127 administrator privileges 882 role of 785 administrator access defining typical 876 ADSIEdit Editor and ADAM replication 368 Agent 520 Agent Desktop Displays and multiple application servers 659 and multiple language support 183, 556 and RDS 245, 624, 660, 702 and RDS (Windows Server 2003) 753 and RSM 74 and the IIS Lockdown procedure 245 and the MSADC folder 669 and the MSADC virtual directory 245, 624 and the refresh rate 229, 617 compatibility with versions of Symposium Web Client 659 compatibility with Windows Server 2003 753 configuring 228, 616 configuring on the application server 197, 571 configuring the maximum number of agents 229, 617 configuring threshold colors for 230, 618 dependency on Real-Time Reporting 143, 380 installing 661 installing and configuring on client PC 658 installing language pack for 568 installing language packs for 194, 568 multi-language support in Release 4.2 SU08 194, 950, 951, 952 overview 21, 658, 785 problems upgrading 1012
1206
Standard 7.02
server component 143, 380, 443, 485, 502 411
tasks to perform before upgrading 704 upgrading 661 Agent Desktop Displays 4.0 and Windows Server 2003 623 Agent Desktop Displays 4.5 compatibility with Symposium Web Client 4.0 661 agent details editing 825 viewing 825 agent to skillset assignments 818 creating ad hoc 829 agent to supervisor assignments 818 creating ad hoc 821 agents adding in Contact Center Management 838 All-Hosts Group 1125, 1126 and multicast data 1124 All-Routers Group 1126 and multicast data 1124 application server administrator password 1083, 1093 and Symposium Web Client 22 and third-party software 45 communication ports on 64 communication problems with 1009 computer name of 109, 1083, 1093 configuring 197, 571 configuring the event viewer log on 1024 configuring to support multiple languages 190, 563 hardware requirements for 40 installation tasks on 1064, 1071 installing Sybase Open Client on 122, 351 performance requirements for 60 receiving IP multicast address on 198, 572 registering name of on DNS server 1009 restarting after performing a platform migration 94 sending IP multicast address on 198, 572 software requirements for 46 troubleshooting 1014 uninstalling components from 977 application threshold classes
Symposium Call Center Web Client
December 2006
in Scripting 20 ASM problems starting on Symposium Call Center Server 1040 associated supervisors 886 Audit Trail accessing 908 and monitored resources 910 overview 21, 785, 908 Automatic Private IP Addressing disabling on the application server 1040 Automatic Private IP Addressing feature disabling on the application server 1041
B backing up Active Directory data 936 data on a coresident server 347, 974 Symposium Web Client data files 937 System State data 937 backups scheduling 940 which data is backed up 933 backward compatibility of client PCs 58 basic access rights 1140 bindings order changing on the application server 1040 configuring in Symposium Call Center Server 1009
C ChangeSOAPSrv utility 1047 changing the IP address of Symposium Call Center Server 803 checklists installation 1050, 1063, 1069 pre-installation 1050, 1051 Windows 2000 Server installation 1080, 1081, 1090 Citrix and upgrades to Symposium Web Client 1118 Planning, Installation, and Administration Guide
Index
Citrix MetaFrame XP Server software installing 1113 CLAN network interface card on application server 1040 Class D Internet Protocol addresses 1127 Client Access Licensing 96, 330 client PC and Windows Server 2003 58 communication ports on 64 coresidency on 59 hardware requirements for 54 installation tasks on 1067, 1078 installing SOAP on 640 installing third-party controls on 645 installing third-party software on 636 modifying the HOSTS table on 1010 running multiple sessions on 1012 software requirements for 57 third-party controls required on 652 troubleshooting display problems on 1003 user privileges required on 649 client PCs backward compatibility of 58 ClientCtrls.msi file running from an SMS server 655 using 654 code signing certificates 639 communication ports on the application server and client PC 64 computer name Active Directory 108 changing in Windows 2000 Server 1016, 1083 changing in Windows Server 2003 1093 changing on the application server 1015 changing on Windows Server 2003 platform 1016 Configuration adding servers in 800 configuring resources in 806 downloading spreadsheets from 807 overview 19, 784, 798 spreadsheets 806 tasks in 798 using 814 configuration utility 81 configuring
1207
Index
application server to support multiple languages 190, 563 Internet Explorer 6.0 on client PC 163, 531 Real-Time Reporting 200, 574 the application server 197, 571 Contact Center Management adding agents in 838 adding supervisors in 839 adding users in 835 and access classes 874 and partitions 863 error messages in 1013 overview 18, 784, 818 problems with Select All feature 1037 cookies disabling 163, 165, 533 overriding 163, 166 using advanced settings for 163 coresidency 341, 342 and networking 344 coresidency, on client PC 59 coresident servers backing up and restoring data on 347, 974 hardware requirements for 49 Crystal Reports Viewer downloading 650 downloading files required by 651
D data preserving during uninstall 981 protecting 64 database Active Directory 112 default 361, 519 default printer setting up 211, 585 default values clicking during RSM configuration 81 default web site installing Symposium Web Client as 131, 142, 379, 409, 441, 483, 500 DefaultAppPool error message with 1007
1208
Standard 7.02
digital signatures 638 directory path changing for Agent Desktop Displays 664 Disk 522 display problems troubleshooting 1003 Distance Vector Multicast Routing Protocol 1130 DMS switch real-time statistics groups for 76 DNS and Symposium Web Client 116 full name 108 DNS server addresses 1086, 1094 and Symposium Call Center Server 1053 configuring 99, 339, 1033 registering application server name on 1009 domain controller and Active Directory 104, 105 setting the application server as 47 domain group policies 331 domain name Active Directory 108, 141 domain trees creating new 106 domains Windows 2000 Server installation 1087, 1095 downloading data to Configuration spreadsheets 813 DVMRP 1130
E EBF11113 driver updating 126, 355, 688 e-mail notification in Historical Reporting 208, 582 Emergency Help configuring on the application server 197, 206, 571, 580 overview 21, 785 event viewer log configuring on the application server 1024 Everyone group
Symposium Call Center Web Client
December 2006
Index
removing from the application server 235 exporting files from Historical Reporting 215, 589 scripts 227, 614
adding the application server name to 1010 manually updating 99, 339 modifying on the client PC 1010 sample 1011, 1034
F
I
File Allocation Table (FAT) partitions 64 filter sets importing from Symposium Call Center Server 902 limitations when importing 902 forest in Active Directory 108 forest of domain trees creating new 107
iceadmin user account changing password for 174, 547 deleting 953 resetting password for 1035 ICERTDTrace using to trace IP multicast data 1023 icons multicast and unicast in real-time displays 1026 IGMP 1129 IIS installing 96, 329 verifying installation of 1022 IIS 6.0 and SOAP 623 IIS 6.0 and the MSADC virtual directory 623 IIS anonymous account adding 537 IIS anonymous user account configuring file and folder permissions for 255 IIS Lockdown 242 and Symposium Web Client upgrades 243 and the MSADC virtual directory 244 and URLScan 243 installing 245 uninstalling 261 installation checklist 1063, 1069 failure 147, 384, 415, 447 skills required 35 TCP/IP 1086, 1094 Terminal Services 1085, 1098 time requirements 36 Windows 2000 components 1084, 1097 installing Active Directory 103 Active Directory Application Mode 362 Agent Desktop Displays 661
H hard disk space confirming amount available 144, 381, 412, 444, 486, 503, 521, 666
requirements 144, 381, 412, 444, 486, 503 hardware requirements for coresident servers 49 for the application server 40 for the client PC 54 high-level task flow 789 Historical Reporting and partitions 862, 867 and partitions and supervisor/reporting agents feature 892 configuring 208, 582 configuring on the application server 197, 208, 571, 582 e-mail notification in 208, 582 error messages in 1009 exporting files from 215, 589 overview 20, 785 problems with Select All feature 1037 host tables configuring 1034 configuring on the client PC 1011 HOSTS table 1033 Planning, Installation, and Administration Guide
1209
Index
IIS 96, 329 language packs 183, 556 new Symposium Web Client components 158, 456 SMTP 96, 329 Sybase Open Client 122, 351 Terminal Services 96, 329 Windows 2000 Server 92 installing Symposium Web Client complete 143, 380, 410, 442, 484, 501, 520 custom setup 143, 380, 410, 442, 484, 501, 520 overview 90, 324 Internet Assigned Numbers Authority 1128 Internet Engineering Task Force 1128 Internet Explorer 636 configuring version 6.0 on client PC 163, 531 font size in 1004 security settings 164, 532 selecting the language version in 153 troubleshooting 1003 upgrading on the application server 152 Internet Group Management Protocol 1129 Internet Information Services installing 96, 329 interval-to-date 76 in Agent Desktop Displays 229, 617 IP address changing of Symposium Call Center Server 803 for WINS 1087, 1095 IP addressing dynamic 1086, 1094 IP change utility 803 IP multicast addresses and mRcv.ini file 86 for sending on Symposium Call Center Server 78 receiving address on application server 198, 572 reserved 78 restrictions 1127 sending address on application server 198, 572 IP multicasting address 74
1210
Standard 7.02
implementing for Symposium Web Client 1135 overview 1122 requirements 1135 typing settings for in pre-installation checklist 1056 IP port numbers default 79 IP Receive address configuring on the application server 201, 575 IP Send address and networked Symposium Call Center Servers 201, 575 configuring on the application server 201, 575 IUSR_SWC account adding as anonymous account in IIS 537 resetting to reflect a new computer name 1017
K Key 17, 393, 424, 464, 495, 514 key code for Symposium Web Client 136, 374, 393, 424, 464, 495 key codes and case sensitivity 136, 370, 371, 374, 390, 421
L LAN/WAN impact of unicast on 62 multicast impact of application server on 60 language pack installing for Agent Desktop Displays 568 language packs installing 183, 556 installing for Agent Desktop Displays 194, 568 uninstalling 187, 560 viewing the version number of 187, 560, 716 viewing those installed on server 187, 560, 716 language version selecting in Internet Explorer 153 Symposium Call Center Web Client
December 2006
languages changing the Regional Settings for 189, 562 support for multiple 177, 550 languages supported in Symposium Configuration spreadsheets 811 license server activating for Terminal Services 226, 613 licensing Terminal Services 649 limitations, of importing filter sets 902 LMHOSTS table manually updating 99, 339 local security policy verifying settings for 646 locales.dat file 190, 563 localization 190, 563 and Symposium Web Client 177, 550
M M1 Data Extraction Tool overview 19 using to connect to the switch 56 mail server Smart Host name 209, 583 manually copying files 938 maximum agents for Agent Desktop Displays 229, 617 MCast 85 section in the mRcv.ini file 86 Meridian 1 real-time statistics groups for 76 Meridian 1 Data Extraction Tool spreadsheets for 809 Microsoft’s Compatibility List 45 minimum requirements Symposium Call Center Server 60 MOSPF protocol 1130 moving window 76 in Agent Desktop Displays 229, 617 mRcv application starting 87 mRcv.exe utility 85 and the mRcv.ini file 86 mRcv.ini file 85
Planning, Installation, and Administration Guide
Index
modifying 85 port numbers in 85 sample 86 MSADC folder and Agent Desktop Displays 669 setting permissions on 704 MSADC virtual directory 244, 252 and IIS 6.0 623 and IIS 6.0 in Windows Server 2003 623 and IIS Lockdown 244 multicast icons on real-time displays 1026 multicast addresses 1127 multicast data sending and receiving 1123 multicast group 1123 multicast host group 1123, 1126 members of 1127 permanent 1126 transient 1126 multicast hosts 1125 multicast protocols 1129 multicast rate 75, 80 activating modifications to 81, 82 activating new settings 81 and RSM 74 current transmission rate 82 default values 82 modifying 77 Multicast Receive utility 85 configuring 85 multicast routers 1124 multicast routing methods 1128 MulticastCtrl.exe 75, 76 multiple client sessions interference caused by 1012 multiple languages and coresident servers 346 changing the Regional Settings for 189, 562 multipoint communications and IP multicasting 1122 traditional 1122
1211
Index
N name conflicts while installing Active Directory 111 name resolution server configuring 1010, 1033 NCC server and coresidency 345 NetBIOS domain name of 111 network architecture overview 26 network architecture overview 26 network components of Symposium Web Client 22 networking setting up in Windows 2000 1085, 1098 new features in Symposium Web Client 28 No Supervisors Defined error message, troubleshooting 1013 NT File System (NTFS) partition 64 creating 92, 326
O OAM Timeout 203, 577 OSPF protocol 1130 Output Rate 80, 202, 576
P partition limits 863 partitions and Access and Partition Management 853 and Contact Center Management 863, 892 and Historical Reporting 862, 867 and Real-Time Reporting 863, 867 and your call center 869 assigning to users 855, 863 compared to the supervisor/reporting agents feature 865 creating 860 creating NTFS 92, 326 FAT 64 1212
Standard 7.02
NTFS 64 on the application server 1081, 1090 overview 869 properties of 861 partitions and supervisor/reporting agents feature and Historical Reporting 892 partitions and the supervisor/reporting agents feature and Real-Time Reporting 886 password and Scripting 225 changing default when logging on to Symposium Web Client 793 for Directory Services on application server 115 Patch Viewer utility about 720, 764 elements of 721, 765 launching 720, 765 patches applying to coresident servers 347 pcAnywhere 990 and remote support 1068, 1079 configuring 995 installing 991 starting 1002 starting for first time 994 performance tips for optimum 928 Performance Enhancement Packages (PEPs) downloading latest 1067, 1078 performance requirements for the application server 60 permissions Active Directory 114 PIM protocol 1130 platform migration restarting the application server after 94 port numbers 86 for real-time statistics multicast 74 in Symposium Web Client 65 in the mRcv.ini file 85 PortLdap.vbs error received on 1014 Power User privileges 649
Symposium Call Center Web Client
December 2006
pre-installation worksheet 1051 printer adding network when connected to other print server 213, 587 adding network with own IP address 211, 585 configuring for Scripting 226, 614 setting up default 211, 585 Protocol Independent Multicast 1130
R rapid fail protection disabling in IIS 1008 real-time displays blank 1026 multicast and unicast icons on 1026 Real-Time Reporting and IP multicast 1123 and partitions 863, 867 and partitions and the supervisor/reporting agents feature 886, 889 and RSM 74 configuration overview 198, 572 configuring 200, 574 configuring on the application server 197, 571 overview 20, 785 real-time statistics collection activating or deactivating 75 interval-to-date 76 moving window 76 real-time statistics groups for the DMS switch 76 for the Meridian 1 switch 76 Real-time Statistics Multicast configuring on Symposium Call Center Server 1063, 1070 modifying settings 75 overview 74 testing the service 85 receiving multicast data 1125 recovery, from hardware failure 942 refresh rate for Agent Desktop Displays 229, 617
Planning, Installation, and Administration Guide
Index
Regional Settings changing for multi-language support 189, 562 Registry Values clicking during RSM configuration 81 reinstalling Symposium Web Client in Windows Server 2003, problems with 1014 Symposium Web Client on Windows Server 2003 461, 493 Remote Data Service and Symposium Web Client 4.5 660, 702 and Symposium Web Client 4.5 (Windows Server 2003) 753 reenabling on the application server 279 remote support from Nortel Networks 1068, 1079 replication and Active Directory Application Mode 362 and Symposium Web Client 93 first time 364, 421 Symposium Web Client data not replicated 93, 365 Symposium Web Client data replicated 93 used to migrate Active Directory data 956 report groups creating custom 857 custom 857 standard 857 requirements for Symposium Call Center Server 60 Resource Reservation Protocol 1130 resources configuring in Configuration 806 restoring data in Windows 2000 Server 943 data on a coresident server 347, 974 Symposium Web Client data 941 Symposium Web Client data files 946 reverting back to a previous version of Symposium Web Client 947 roaming profiles using in a Terminal Services/Citrix environment 1116 routers multicast 1124
1213
Index
routing methods multicast 1128 spanning tree 1129 RSM activating new multicast rate settings 81 configuring on Symposium Call Center Server 1063, 1070 multicast rates 74 overview 74 port numbers 74 restoring original values after a change 81 RSM configuration and Symposium Call Center Server 75 default values 81 multicast rate 75 Registry Values 81 RSM settings activating modifications to 81, 83 modifying 77 RSMConfg.exe 75, 77 RSVP protocol 1130 RTD Multicast Configuration Utility 75 RTD Multicast Configuration window 77 RTD Multicast Controller Utility 75
S Safe for Scripting 640 scheduling backups 940 Scripting application threshold classes in 20 configuring on the application server 197, 217, 571, 591 configuring the default printer for 226, 614 installing True DBGrid Pro 649 license requirements 649 overview 20, 784 password for 225 scripts exporting 227, 614 SDP service 82, 83 stopping and starting 81 troubleshooting 83, 84 security
1214
Standard 7.02
in Symposium Web Client 138, 375, 406, 438, 480, 497 Select All problems with in Historical Reporting and Contact Center Management 1037 selection criteria and Historical Reporting 868 and partitions 868 sending IP multicast data 1123 serial 514 serial number for Symposium Web Client 136, 374, 393, 424, 464, 495 server performance tips for optimum 928 servers adding in Configuration 800 and access classes 874 Service Update Supplements about 719, 764 Service Updates about 719, 764 downloading latest 1067, 1078 uninstalling 735, 780 setup custom 143, 380, 410, 442, 484, 501, 520 order during installation 1050 Terminal Services 1085, 1098 Windows 2000 components 1084, 1097 shared folders creating on the application server 1088, 1098 Simple Mail Transfer Protocol installing 96, 329 Simple Object Access Protocol. See SOAP Smart Host name 209, 583 SMTP 1084 installing 96, 329 SMTP server configuring 209, 583 verifying it is installed 208, 582 SOAP 636, 640 installing on client PC 640 manually installing on client PCs 758 troubleshooting errors 1043, 1046 software requirements
Symposium Call Center Web Client
December 2006
Index
for the application server 46 for the client PC 57 spanning tree routing method 1129 spreadsheet used for estimating CLAN/WAN impact 63 spreadsheets downloading data to 813 downloading from Configuration 807 for the Meridian 1 Data Extraction Tool 809 in Configuration 798, 806 overview 810 problems uploading data from 1025 using for configuring resources 809 using to upload data to Symposium Call Center Server 811 stand-alone web site and default web site 1166 Statistical Data Propagator stopping and starting 81 supervisor access defining typical 877 supervisor/reporting agents feature about 883 and Contact Center Management 892 and Symposium Web Client components 888 assigning to Web Client users 885 compared to partitions 865 supervisor/reporting agents feature and partitions and Historical Reporting 892 and Real-Time Reporting 889 supervisor/reporting agents matrix 1170 supervisors adding in Contact Center Management 839 and associated supervisors 886 supervisors and associated supervisors 886 switches supported by Symposium Web Client 27 Sybase Open Client installing 122, 351 uninstalling 986 updating driver for 126, 355, 688 upgrading 685 upgrading to v.12.5 122, 351, 683 verifying version installed 122, 352 Symposium Call Center Server
activating modified RSM settings on 83 and filter sets 902 and platform migrations 94 and Symposium Web Client 22 changing IP address of 803 communication problems with 1023 installation tasks on 1063, 1070 requirements 60 RSM configuration on 75 Symposium Call Center Server errors 1040 Symposium Call Center Server users 19, 21, 884 managing 818 Symposium Configuration spreadsheets language support in 811 problems downloading due to URLScan 806, 808 viewing the version number of 810 Symposium Web Client about 18 access restrictions 138, 375, 406, 438, 480 and IP multicasting 1135 and support for multiple languages 177, 550 choosing web site types when installing 141, 378, 408, 440, 482, 500,
Planning, Installation, and Administration Guide
1215
518
components of 18, 784 disk space requirements 144, 381, 412, 444, 486, 503
installation overview 130, 360 logging on for first time 792 name of application server 109 network components of 22 optional components when installing 143, 380, 411, 443, 485, 502, 520
port numbers in 65 reinstalling on Windows Server 2003 461, 493 repairing if damaged 155, 453 reverting back to a previous version of 947 switches supported by 27 uninstalling 979, 980 Symposium Web Client data restoring 941 restoring data in Windows 2000 Server 943
Index
Symposium Web Client data files backing up 937 restoring 946 Symposium Web Client sessions running multiple on client PC 1012 Symposium Web Client users 1140 system requirements 39 System State data backing up 937 Systems Management Server and third-party controls 645, 654
T TCP/IP setup 1086, 1094 TCP/UDP port numbers about 64 Terminal Services activating the license server 226, 613 Active X Control required on client PCs 636 and Scripting 649 configuring in Windows Server 2003 593 configuring the user account in Active Directory 218 Install Mode 134, 184, 713, 1032 installing 96, 329 licensing 226, 613, 649 permissions 1085, 1098 switching to Install Mode 124, 155, 158, 686 Terminal Services License Server and communication with Terminal Services 47 Terminal Services Licensing 96, 329 testing the RSM service 85 TFE problems starting on Symposium Call Center Server 1040 third-party controls installing on a client PC 645 problems downloading 1012 required on the client PC 652 viewing the list of installed 654 third-party software
1216
Standard 7.02
and Symposium Web Client installation failure 147, 384, 415, 447 installing on client PCs 636 threshold colors for Agent Desktop Displays 230, 618 Time To Live 75 time to live multicast value for your network 79 tips for optimum server performance 928 tombstone lifetime 942 Transform Rate 80, 202, 576 troubleshooting Contact Center Management 1013 Historical Reporting 1009 problems upgrading Agent Desktop Displays 1012 True DBGrid Pro 648 installing for Scripting 649 Trusted Sites Zone 640 TsInternetUser account disabling 320 TTL 75 tunneling multicast within unicast 1130
U unicast icons on real-time displays 1026 impact of on the LAN/WAN 62 unicast sending and IP multicast sending 1123 uninstalling Active Directory 984 Active Directory Application Mode 363 IIS Lockdown 261 language packs 187, 560 Sybase Open Client 986 Symposium Web Client 979 Symposium Web Client components 977 the XML automated assignments feature 985 UNIX server setting up as a print server 213, 587 upgrading
Symposium Call Center Web Client
December 2006
Agent Desktop Displays 661 Sybase Open Client 122, 351, 683, 685 the XML automated assignments feature 699, 751 uploading data problems with 1025 using Configuration spreadsheets 811 URLScan 243 and the Symposium Configuration spreadsheets 806, 808 and Windows Server 2003 622 installing 245 installing in Windows Server 2003 624 urlscan.ini file, editing 259 urlscan.ini file, editing in Windows Server 2003 626 user name modifying 882 users adding Symposium Call Center Server 835 adding Web Client 881 different types of in Symposium Web Client 884 in Symposium Web Client 28 Symposium Call Center Server 19, 21, 884 Web Client 19, 21, 884 Windows 2000 21
V VeriSign 640 Veritas Backup Exec 9.1 tool 937, 965 version number viewing in the Symposium Configuration spreadsheets 810 virtual directory definition 1166 installing Symposium Web Client as 142, 379, 409, 441, 483, 500, 519 setting Symposium Web Client up as 1167 versus web site type 1166 virtual networks and IP multicasting 1124 virus scan software and Symposium Web Client 45
Planning, Installation, and Administration Guide
Index
W Web Client password 826 user ID 826 Web Client user ID 839 Web Client users 19, 21, 884 adding in Access and Partition Management 881 web site types definition 1166 in Symposium Web Client 141, 378, 408, 440, 482, 500 versus virtual directories 1166 web sites for downloading Service Updates and Product Enhancement Packages 1078 webadmin 794, 882 and Configuration component 798 and Configuration spreadsheets 806 Windows 2000 Server installation checklist 97, 98, 337, 1080 installing 92 installing and configuring 95, 328 installing on the application server 1064, 1072 networking 1085, 1098 requirements 95, 328 Windows 2000 Server installation and DNS server addresses 1086, 1094 components 1084, 1097 domains 1087, 1095 IP addressing 1086, 1094 Windows 2000 Service Pack 3 upgrading to 1088 Windows 2000 users 21 Windows Backup Tool using to back up data 939 Windows Installer 2.0, installing 640 Windows Server 2003 and client PCs 58 and Terminal Services 305, 593 configuring Terminal Services in 593 requirements 329 WINS IP address for 1087, 1095 worksheet
1217
Index
Standard 7.02
pre-installation 1051
X XML automated assignments feature installing 151, 389, 419, 451 uninstalling 985 upgrading 699, 751 XML files sample files 842
1218
Symposium Call Center Web Client
Reader Response Form Symposium Web Client Product release 4.5/SU05 Planning, Installation, and Administration Guide
Tell us about yourself: Name: Company: Address: Occupation:
1.
What is your level of experience with this product? New user
2.
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Programmer
Reference
Problem solving
How do you use this book? Learning
3.
Phone:
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Did this book meet your needs? Yes
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If you answered No to this question, please answer the following questions.
4.
What chapters, sections, or procedures did you find hard to understand? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
5.
What information (if any) was missing from this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
6.
How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland.
m r m o r F o F e s e n s o n p o s p e s e R R r e r d e a RReead
Symposium Call Center Web Client Planning, Installation, and Administration Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2006 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Symposium Web Client is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Publication number: Product release: Document release: Date:
297-2183-117 4.5 Standard 7.02 December 2006
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
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